CRM Rocks

Episode 166: Markus Erlandsson and Malin Martnes chatted with Em D’Arcy from Microsoft about the Copilot Agent Kit and how organizations can govern, monitor, and optimize their growing landscape of AI agents. Em starts by introducing the kit, explaining its origins and how it builds on lessons learned from the Power Platform Center of Excellence … Continue reading Copilot Agent Kit with Em D’Arcy The post Copilot Agent Kit with Em D’Arcy first appeared on CRM Rocks.

Episode 165: Markus Erlandsson chatted with Jukka Niiranen from Niiranen Advisory about one of the most challenging topics in the Microsoft ecosystem: licensing. Jukka starts by sharing how his interest in tracking Microsoft licensing changes led to the creation of licensing.guide and explains why staying on top of licensing updates has become more important than … Continue reading Licensing and Copilot Studio with Jukka Niiranen The post Licensing and Copilot Studio with Jukka Niiranen fi

Episode 164: Markus Erlandsson and Malin Martnes chatted with Kristine Risberg from CRMK about Dynamics 365 Contact Center and the future of customer service. Kristine starts by sharing how her background in service operations led her into the world of customer experience technology and contact center solutions. She then explains the differences between Dynamics 365 … Continue reading Contact Center with Kristine Risberg The post Contact Center with Kristine Risberg first appeared on CRM R

Episode 163: Markus Erlandsson and Malin Martnes chatted with Pauline Kolde from CRMK Deutschland about Customer Insights in 2026 and how the platform has evolved over the past two years. Pauline starts by discussing the transition to real-time marketing, the growing importance of triggers and personalization, and the latest AI-powered capabilities, including journey orchestration agents … Continue reading Customer Insights in 2026 with Pauline Kolde The post Customer Insights in 2026 with

Episode 162: Markus Erlandsson and Malin Magnus chatted with Steve Mordue from Rapid Start about AI, agents, and the future of business applications. Steve starts by sharing his views on the shift from traditional apps to agent-driven experiences and how Microsoft is navigating the AI space. He then digs into the challenges of adopting AI … Continue reading RapidClaw with Steve Mordue The post RapidClaw with Steve Mordue first appeared on CRM Rocks.

In CRM Rocks Episode 161, Markus Erlandsson and Malin Mattnes talk with Inge Magne Brøvik, Microsoft MVP and founder of Brixia, about Dynamics 365 Business Central for CRM professionals. The conversation covers what Business Central is, how it compares to Finance & Operations, and why it’s often a better fit for many organizations than larger enterprise ERP systems. Inge explains key concepts like companies as legal entities, common integration challenges with Dataverse and Dynamics 365 Sal