For all the talk about chatbots, self-service portals, and digital channels, voice is still where customers go. A frustrated insurance claim. A missed delivery. A bill that does not look
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With a massive amount of focus on AI across the Microsoft platform, I decided to sit the new AI-901 exam, which is the new Azure fundamentals exam. I’m far from
Reflections from Microsoft 365 Community Conference 2026 Last week, Orlando hosted the Microsoft 365 Community Conference, three days at Loews Sapphire Falls and Loews Royal Pacific that drew roughly 3,000
Monday AI Dispatch – 03 You know the feeling. A week in Orlando, two hundred sessions to choose from, hallway conversations that spark new ideas, and a notebook full of
Monday AI Dispatch – 02 What Copilot Calendar Instructions Say About the Future of Work You glance at your inbox and see an email you didn’t send. Technically I sent
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