Event Agenda

Transforming Service Excellence with Dynamics 365

Hosted by The CRM Team

📍 Microsoft South Africa Offices, 3012 William Nicol Drive, Bryanston
📅 Thursday, 12 June 2025
🕤 09:30 – 14:00

09:30 – 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 – Head of Sales & Marketing - The CRM Team
Kickstarting the session with purpose, vision, and why you're here.

10:40 – 11:00 | Keynote: Contact Centre Professional
Andy Wade, Senior Support Engineering Manager for Commercial CS Programs - Microsoft

11:00 – 11:30 | Keynote: The AI-Powered Future of Service
Maureen Khoury, Sr. Business Applications Strategy Manager - Microsoft
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.

11:30 – 12:00 | Solution Preview: Unified Service in Action
Taryn Engelbrecht, Solutions Architect - 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 – 13:10 | Full Demo: Real Workflows, Real Results
Richard Mamabolo – Functional Consultant
A deeper session showing how service scenarios unfold in Dynamics 365. From voice to WhatsApp, escalations to supervisor dashboards–see it all.

13:10 – 13:30 | Full Demo: Real Workflows, Real Results
Taryn Engelbrecht – Solutions Architect
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 - Solutions Architect – The CRM Team
Maureen Khoury – Sr. Business Applications Strategy Manager
Microsoft Central, Southeast Europe, Middle East & Africa
Moderator: Talhah Jeewa – Business Development Manager
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.