Today in my series on the changes we can expect to see as part of Release Wave 1 for 2026 I am discussing Dynamics 365 Contact Centre. Microsoft has unveiled its Dynamics 365 Contact Center 2026 Release Wave 1, introducing a range of enhancements designed to improve customer experiences, help customer service teams, and simplify contact centre operations. AI-Powered Customer Service Microsoft continues its investment in Copilot and AI, moving beyond simple assistance and towa

Today in my series on the changes we can expect to see as part of Release Wave 1 for 2026, Dynamics 365 Field Service is next. I will take a look at what's actually involved in this release for our Field Service implementations. There’s a quiet shift happening in Field Service because for years, the conversation has been about efficiency. Better scheduling, faster jobs, more jobs per day. All important… but still fundamentally reactive. With the 2026 Release Wave 1, Microsoft

Today in my series on the changes we can expect to see as part of Release Wave 1 for 2026, Dynamics 365 Customer Service is next. I will take a look at what's actually involved in this release for our Customer Service implementations. This wave is about giving the people managing and delivering that service better tools to do it: smarter quality control, safer AI deployment, more proactive insight into how customers are feeling, and forecasting that actually works. Case Man