Explore how Dynamics 365 and Microsoft 365 Copilot deliver agentic customer experiences (CX), helping organizations drive higher revenue and improved customer satisfaction (CSAT). Visa shares their journey and vision for agentic CX transformation. Discover real-world impacts, lessons learned, and what’s next for organizations embracing this shift. Learn about the latest CRM and CCaaS innovations and Microsoft’s AI vision to transform revenue-generating functions.

Sonal Malhotra, User Research Lead at Klarna, shares her journey of using AI in qualitative user research: what’s worked, what hasn’t, and where the real value lies. She discusses benefits like faster analysis and surfaced themes, alongside challenges such as loss of nuance and over-reliance on automation.