Microsoft on CX Today
371 stories · 79 in 2026 · 17 in the last 90 days · 7 sponsored
CX Today coverage mentioning Microsoft, newest first. Sponsored work is identified clearly on each story.
WEM Is Entering the Era of Human-AI Workforce Orchestration
From Wipro’s 20,000 employee workforce redesign to Microsoft’s new WEM tools, AI is reshaping how businesses manage their capacity.
Francesca Roche · 3 min read · 11 Sept 2026
The End of Per-Seat SaaS: How Microsoft, Salesforce, and Zoom Are Rewriting CX Economics
Microsoft, Salesforce, and Zoom earnings reveal a massive shift from per-seat SaaS to digital labor. Discover what AI seat compression means for enterprise CX.
Rob Wilkinson · 5 min read · 31 Aug 2026
The Ultimate Guide to CX AI Pricing: Which Model is Right for Your Contact Center?
Explore six CX AI pricing models, from per-seat and usage billing to credits and outcomes, and find the best fit for your contact center.
Rhys Fisher · 9 min read · 20 Aug 2026
Is Microsoft’s AI Workforce Forecasting Enough for Contact Centers?
Microsoft AI workforce forecasting brings human and AI capacity planning together. But can its WEM stack improve contact center CX?
Rhys Fisher · 5 min read · 19 Aug 2026
ChatGPT vs Claude vs Copilot: Which is the Best Starting Tool for Marketing?
Which AI chatbot is best for CX marketing? Explore where ChatGPT, Claude, and Copilot support teams and where they fall short.
Francesca Roche · 5 min read · 17 Aug 2026
Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta
The latest and greatest news and insights from the world of CX, including RingCentral, NiCE, Microsoft, Uber & Meta
Rhys Fisher · 3 min read · 31 Jul 2026
Can Microsoft’s Governance Layer Make Customer Service AI Enterprise-Ready?
Microsoft is bringing governance to AI agents, but CX leaders still need proof of measurable service improvements.
Francesca Roche · 4 min read · 30 Jul 2026
From SaaS to Agents-as-a-Service: Microsoft’s Aims to Redefine the CX Tech Stack
Microsoft’s Q4 earnings show CX tech shifting from SaaS seats to autonomous AI agents, usage-based billing, and agent-first workflows.
Rob Wilkinson · 8 min read · 30 Jul 2026
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually look...
Rob Scott · 2 min read · 20 Jul 2026
The Agentic AI Reality Check: Why Trust and Control Are Eclipsing Model Power
HubSpot, Microsoft, OpenAI, and autonomous ransomware reveal why trusted execution is becoming the defining issue in CX AI.
Rob Wilkinson · 6 min read · 16 Jul 2026
Big CX News from HubSpot, Microsoft, OpenAI & Anthropic
The latest news and analysis from the biggest vendors in the CX space, including: HubSpot, Microsoft, OpenAI & Anthropic
Rhys Fisher · 4 min read · 10 Jul 2026
Microsoft Just Put Agentic AI Inside Every Sales and Service Conversation
Microsoft's Sales Agent and Service Agent are now GA inside Dynamics 365 and Microsoft 365 Copilot. Here's how they look.
Alex Cole · 5 min read · 8 Jul 2026
Forget the Model Wars. Vendors Are Now Competing on Enterprise AI Deployment
The likes of AWS, Microsoft, Anthropic and OpenAI are investing in forward deployed engineers to help enterprises deploy AI securely.
Nicole Willing · 5 min read · 7 Jul 2026
Most CX Leaders Are Still Buying for the Last AI Cycle
Salesforce, HubSpot, Genesys, and Microsoft show how CX AI is shifting toward orchestration, governance, and operational execution.
Rob Wilkinson · 5 min read · 7 Jul 2026Big CX News from Salesforce, HubSpot, Genesys & Microsoft
Big CX News: The latest news and insights from the biggest CX brands, including Salesforce, HubSpot, Genesys & Microsoft
Rhys Fisher · 4 min read · 3 Jul 2026
Microsoft Launches New WEM Quality Assurance Tools
Microsoft's WEM screen recording is powerful. But does it meet GDPR and EU AI Act standards? CX leaders need answers before deploying.
Thomas Walker · 6 min read · 1 Jul 2026
Microsoft Brings Safety to AI-Driven Commerce with New MCP Server
Microsoft unveils a managed MCP server for Dynamics 365 Commerce, enabling governed AI agent interactions across retail environments.
Francesca Roche · 4 min read · 30 Jun 2026
RingCentral Turns Microsoft Teams into a Contact Center
Can RingCentral close the UCaaS-CCaaS gap inside Teams? We break down what CEB delivers for enterprise CX teams.
Thomas Walker · 5 min read · 4 Jun 2026
Is Microsoft's OpenAI Bet Putting Your AI Contract at Risk?
Nearly half of Microsoft's future revenue depends on OpenAI. Here's what that means for CX buyers...
Thomas Walker · 6 min read · 3 Jun 2026
Anthropic Opens Project Glasswing to 150 More Partners as the AI Cybersecurity Arms Race Heats Up
Anthropic expands Project Glasswing Mythos access to 150 more partners in 15+ countries, as banks, regulators and rivals race to respond.
Nicole Willing · 7 min read · 3 Jun 2026
How to Build a Real-Time Customer Data Layer That Reflects Behaviour, Not History
Learn how to build a real-time customer data layer using events and identity resolution, so profiles reflect live behavior, not history.
Sophie Wilson · 6 min read · 21 May 2026
Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?
Microsoft Dynamics 365 adds AI Credit Estimation so contact centers can forecast AI credit costs alongside demand, signaling a new era for WFM.
Rob Wilkinson · 4 min read · 20 May 2026
Vendors Race to Reinvent Cyber Defense for the Agentic AI Era
Microsoft, Cisco and OpenAI are launching cybersecurity systems to counter rising risks from AI-driven vulnerability discovery and exploits.
Nicole Willing · 6 min read · 14 May 2026
Why Are Your Most Valuable Customers Engaging Everywhere Except Your Community Platform?
High-value customers are not disengaged. They have moved to dark social and peer networks. Learn how to win in distributed communities.
Sophie Wilson · 7 min read · 11 May 2026Big CX News from ServiceNow, Five9, Twilio & Microsoft
The latest and greatest news from the world of CX and customer service, including: ServiceNow, Five9, Twilio & Microsoft
Rhys Fisher · 4 min read · 8 May 2026
Microsoft Uncovers Cyber Attack Across 26 Countries as Phishing Increasingly Mimics Real Customer Journeys
Microsoft reports extensive phishing campaign, highlighting how attackers exploit trusted communications and threaten CX to steal credentials.
Nicole Willing · 4 min read · 6 May 2026
ServiceNow Moves to Govern Every AI Agent in the Enterprise
ServiceNow extended AI Control Tower across Microsoft, NVIDIA, and security at Knowledge 2026, its most aggressive AI governance push to date.
Rhys Fisher · 5 min read · 6 May 2026
Your Customer Community Isn’t Driving Loyalty - It’s Quietly Concentrating Influence in the Wrong Hands
Learn how participation imbalance creates customer insight bias, and how to diversify influence for accurate community feedback.
Sophie Wilson · 4 min read · 4 May 2026
Why Your Customer Community Should Replace Support Tickets
Learn how customer communities cut ticket volume, boost CSAT, and deliver CX cost reduction through scalable self-service.
Sophie Wilson · 5 min read · 4 May 2026
Microsoft and OpenAI Move Beyond Exclusivity in Next Phase of AI Partnership
OpenAI and Microsoft revise partnership, ending exclusivity and enabling multi-cloud AI delivery, reshaping enterprise strategy and CX.
Francesca Roche · 5 min read · 1 May 2026
Microsoft Q3 2026 Earnings: The Autonomous CX Era Arrives
Microsoft Q3 2026 earnings reveal a massive shift toward autonomous CX systems. Discover how AI agents are reshaping contact centers and enterprise support.
Rob Wilkinson · 4 min read · 30 Apr 2026
Microsoft Confirms the Per-Seat Model Is Losing Ground in Customer Service
Nearly 60% of Microsoft's service customers are already on usage-based credits. Why are companies moving away from per-seat AI pricing?
Rhys Fisher · 4 min read · 30 Apr 2026
Forrester Puts Its Research Inside Microsoft Copilot, But Can It Stay Vendor-Neutral?
Forrester launched an AI agent for Microsoft 365 Copilot to surface research in workflows. The move boosts speed, but raises neutrality concerns.
Rob Wilkinson · 4 min read · 29 Apr 2026
Microsoft Copilot Studio Launches Realtime Voice Agents for Dynamics 365 Contact Center
Microsoft launches real-time voice agents in Copilot Studio for Dynamics 365 Contact Center, bringing low-latency Voice AI to CX.
Alex Cole · 4 min read · 28 Apr 2026
Microsoft Deploys Three AI Agents to Automate Contact Center Operations
Microsoft has launched three new AI agents in Dynamics 365 Contact Center: Customer Assist, Quality Assurance, and Service Operations
Rhys Fisher · 4 min read · 28 Apr 2026
Microsoft Expands AI Capabilities Across Sales and Customer Experience
Microsoft introduces agentic CX solutions that enable real-time insights, proactive sales actions, and conversational customer journeys.
Francesca Roche · 5 min read · 28 Apr 2026
You Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once
Genesys Cloud Copilot and Microsoft Dynamics 365 CX agents launched the same day. We compare features, scope, and whether the timing was cheeky.
Rob Wilkinson · 5 min read · 28 Apr 2026
Composable CX Will Replace Monolithic CRM Platforms
Composable CX stacks are replacing monolithic CRM. Learn how modular customer data and APIs reshape enterprise CX strategy.
Sophie Wilson · 6 min read · 28 Apr 2026
Which Customer Analytics & Intelligence Events Matter Most in 2026?
The 2026 CX conferences where buyers benchmark CA&I vendors, validate real-time insight, and pressure-test AI trust, governance, and ROI.
Alex Cole · 11 min read · 23 Apr 2026
How to Design a Modern Customer Analytics Stack That Drives Action
Real talk: you can spend a fortune on dashboards, pipelines, and “real-time” everything… and still have a CX org that reacts slowly, argues about the numbers...
Alex Cole · 8 min read · 21 Apr 2026
Why Identity Resolution Is the Hardest Problem in CX Today
Identity resolution is the top CX blocker. Learn identity graphs, matching rules, and governance to build a unified customer profile.
Sophie Wilson · 5 min read · 21 Apr 2026
Microsoft Warns CX Leaders Agentic AI Demands a New Approach to Security
As agentic AI transforms customer experience, Microsoft's Digital Trust Summit emphasized the cybersecurity risks leaders must address.
Nicole Willing · 5 min read · 17 Apr 2026
Why Personalization Is Driving Fatigue Instead of Engagement
AI personalization can overwhelm customers. Learn how customer journey orchestration uses suppression and next best actions to reduce fatigue.
Sophie Wilson · 6 min read · 13 Apr 2026
The Forrester Wave Says AI Will Run Customer Service, CX Leaders Need A New Operating Model
Forrester Wave customer service solutions Q1 2026 shows AI agents becoming the frontline. Here’s what it means for enterprise CX leaders.
Rob Wilkinson · 5 min read · 9 Apr 2026
How to Fix CRM Systems That Stall Revenue Growth
CRM modernization starts with governance, adoption, and integrations. Learn CRM transformation steps and implementation best practices.
Sean Nolan · 6 min read · 8 Apr 2026
Microsoft WorkLab data shows Achievers expect to scale 2.5 times faster
AI agent readiness is splitting enterprises into Achievers and Discoverers. New Microsoft WorkLab research reveals what drives scale, speed, and trust.
Rob Wilkinson · 9 min read · 7 Apr 2026
Are CX Dashboards Hiding What Actually Drives Action?
CX teams have never had more customer analytics dashboards . Most contact centers can tell you what happened yesterday, last week, and last quarter in stunni...
Alex Cole · 8 min read · 7 Apr 2026
Why Single Customer View Still Fails After CRM Investment
A CRM won’t fix fragmented customer data. Discover how identity resolution, integration, and governance create a true single customer view.
Sophie Wilson · 6 min read · 7 Apr 2026
Are AI Agents Creating Customer Journeys You Can’t Control?
AI customer journey orchestration helps unify data, decisions, and actions to prevent fragmented CX and improve AI-driven customer engagement.
Sophie Wilson · 6 min read · 6 Apr 2026
Big CX News from Oracle, Salesforce, HubSpot & Microsoft
The latest and greatest CX and customer service stories, including: Oracle, Salesforce, HubSpot, and Microsoft
Rhys Fisher · 4 min read · 3 Apr 2026
What Are The Top Customer Data Management Use Cases Transforming CX in 2026?
Customer data management use cases are reshaping CX in 2026. Explore how CDPs improve personalization, compliance, and engagement.
Sophie Wilson · 6 min read · 1 Apr 2026
Microsoft Copilot Cowork Signals Shift to Multi-Step AI Workflows for Enterprise Users
Microsoft launches Copilot Cowork in Frontier, integrating multi-model AI from Anthropic to automate multi-step enterprise workflows.
Nicole Willing · 3 min read · 31 Mar 2026
Which Customer Journey Orchestration Use Cases Cut Costs Fastest? Real Examples Driving ROI in 2026
Customer journey orchestration examples show how Adobe, Salesforce, Microsoft, Pega, and Genesys drive ROI with real-time engagement.
Sophie Wilson · 6 min read · 31 Mar 2026
Why Real-Time Customer Engagement Still Breaks in 2026 - And How CX Leaders Fix It
Real-time customer journey orchestration depends on fast data, CDPs, and event-driven architecture to deliver timely, relevant CX.
Sophie Wilson · 7 min read · 30 Mar 2026
Why Do So Many Customer Analytics Rollouts Fail? How to Deploy CA&I for Adoption, Closed-Loop Action and Measurable CX ROI
Learn how to deploy customer analytics successfully after go-live: prevent dashboard sprawl and prove customer analytics ROI.
Alex Cole · 10 min read · 30 Mar 2026
Salesforce’s Informatica Expands Microsoft Alliance to Streamline Enterprise Data Foundations
Informatica expands Microsoft Fabric integration, highlighting the need for trusted data foundations in AI-driven CX strategies.
Nicole Willing · 3 min read · 19 Mar 2026
Microsoft’s Support for Anthropic Signals a Shift in AI Power Dynamics
Microsoft’s support for Anthropic highlights new AI governance and supply chain risks that CX leaders and enterprise buyers can no longer ignore.
Rob Wilkinson · 3 min read · 11 Mar 2026
What Should Your 2026 Customer Community Strategy Checklist Include Before Competitors Win Your Members?
Planning a customer community strategy for 2026? Learn how to align purpose, budget, governance, and KPIs to drive retention and advocacy.
Sophie Wilson · 5 min read · 10 Mar 2026
What’s Really Powering CX Community Platforms Behind the Scenes? Understand the Tech Stack
Learn how customer community platforms work across CRM integration, marketing automation, analytics, and AI in community management.
Sophie Wilson · 6 min read · 10 Mar 2026
Microsoft And Europol Lead Tycoon 2FA Takedown as Customer Identity Risks Rise
Microsoft and Europol disrupt Tycoon 2FA phishing service, exposing growing risks to digital accounts and customer trust.
Nicole Willing · 4 min read · 6 Mar 2026