The Future of Customer Service: Smarter, Faster, Friction-Free

About the Event

Customer expectations have changed. Has your contact center?

The landscape of customer service is evolving fast – and organisations across South Africa are under mounting pressure to deliver faster, smarter, and more personalised service. But legacy systems, disconnected data, and rising customer demands are creating friction, not loyalty.

That’s why The CRM Team is hosting Reimagining Customer Service with Microsoft Dynamics 365 Contact Center – a focused, in-person event that puts strategy before software, and real-world solutions above sales pitches.

This session is designed to address the major pain points modern contact centers face:

Key Pain Points We’ll Tackle

• Fragmented Interactions Agents juggle multiple platforms for chat, voice, email, and social – resulting in slow responses and inconsistent customer experiences.
• Long Wait Times & Frustrated Customers Without intelligent routing, queries are delayed or misdirected, driving up abandonment rates and dissatisfaction.
• No Real-Time Visibility Supervisors struggle to see what’s happening on the floor, making it hard to spot bottlenecks or support agents in the moment.
• Soaring Operational Costs Integrating and maintaining a patchwork of tools adds cost, complexity, and risk.
• Inconsistent Customer Data Siloed systems mean agents lack the full context, which leads to repetitive questions and impersonal interactions.
• Rigid Systems That Don’t Scale As businesses grow, traditional contact centers struggle to adapt, update, or integrate new tech efficiently.

What You’ll Learn

This isn’t just a tech demo. It’s a business conversation on how Microsoft Dynamics 365 Contact Center, with Microsoft Copilot built in, is helping organisations:

• Deliver connected digital engagement from a single, unified agent workspace
• Use AI-powered assistance to guide agents in real-time, suggest responses, summarise calls, and handle admin
• Gain real-time operational visibility to drive better coaching, resource planning, and decision-making
• Reduce costs through intelligent automation, workflow optimisation, and platform consolidation
• Provide agents with full customer context, so they’re equipped to resolve faster and personalise at scale

Ready to future-proof your contact center?
Join us and learn how to turn service from a cost center into a competitive edge.

Secure your seat no later than two weeks before the event – 29 May 2025.

Event Agenda

Transforming Service Excellence with Dynamics 365
Hosted by The CRM Team

09:00 – 10:30 | Arrival, Registration & Welcome Coffee
Check in, enjoy a barista coffee, and mingle before we kick off.

10:30 – 10:40 | Opening & Welcome
Paul Mulder & Talhah Jeewa, The CRM Team
Kickstarting the session with purpose, vision, and why you’re here.

10:40 – 11:25 | Keynote: The AI-Powered Future of Service
Maureen Khoury, Microsoft South Africa
A compelling talk on how Microsoft is leading the evolution of customer service through Dynamics 365 and Copilot – addressing modern pain points and unlocking innovation.

11:25 – 12:00 | Solution Preview: Unified Service in Action
Taryn Engelbrecht, The CRM Team
A fast-paced walkthrough of the Dynamics 365 Contact Center – from the agent view to AI-driven routing and customer experience consistency.

12:00 – 13:00 | Networking Lunch & Open Floor Demos
Relax and connect over lunch. Taryn and team will be available at the demo pod.

13:00 – 13:30 | Full Demo: Real Workflows, Real Results
Taryn Engelbrecht
A deeper session showing how service scenarios unfold in Dynamics 365. From voice to WhatsApp, escalations to supervisor dashboards-see it all.

13:30 – 13:50 | Panel Discussion: From Challenge to Change
Panellists:

Taryn Engelbrecht (The CRM Team)

Maureen Khoury (Microsoft SA)

Contact Centre Professional

Moderator: Talhah Jeewa

A straight-talking session on the future of scalable, multichannel customer engagement -and what it takes to get there.

13:50 – 14:00 | Final Q&A + Wrap-Up
Your last chance to ask, challenge, and get clarity before heading back inspired.