Holger Imbery
Microsoft MVP Business Applications - Copilot Studio & MCT & PowerPlatform | Azure | Dynamics - principal architect @NTTData Inc.
Berlin, Germany
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Holger Imbery is a Principal Architect at NTT DATA, based in Berlin, Germany. He specializes in enterprise AI, Microsoft Copilot Studio, Power Platform, Dynamics 365, and intelligent automation, helping organizations harness emerging technologies to drive business transformation.
With extensive experience in enterprise architecture and large-scale solution delivery, Holger advises organizations on the design and implementation of AI-powered business solutions that improve operational efficiency, enhance customer engagement, and deliver measurable business outcomes.
His expertise spans agentic AI, Microsoft cloud technologies, governance, and enterprise-scale adoption strategies. He works closely with business and technology leaders to transform innovative concepts into secure, scalable, and production-ready solutions that create lasting value.
Holger is a frequent speaker at international conferences and industry events, where he shares practical insights on AI, enterprise architecture, and the future of intelligent business applications.
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Building Agentic Customer Service Solutions with Copilot Studio and Real-Time Voice
Customer service is moving beyond traditional chatbots and conversational IVRs.
With Microsoft Copilot Studio's Customer Conversation Harness, organizations can build AI-powered service agents that engage customers across chat and voice channels, access enterprise knowledge, perform business actions, and collaborate seamlessly with human representatives. Integrated with Dynamics 365 Customer Service, Dynamics 365 Contact Center, and Teams Phone Agents, these agents become part of a modern customer engagement platform rather than a standalone bot.
In this session, we won't just talk about the architecture, we'll build it together. Starting with a customer service scenario, we'll create an agent from the ground up using Copilot Studio's Customer Conversation Harness and evolve it into a modern customer engagement solution.
As we build, you'll learn how to design customer-facing AI agents that go beyond the limitations of traditional IVR systems. We'll connect enterprise knowledge, integrate business processes, automate service actions, and enable seamless transitions to human representatives when required.
Along the way, we'll extend the solution with real-time voice capabilities and explore how Teams Phone Agents and Dynamics 365 Contact Center can bring the same agent experience to voice channels. You'll see how a single agent architecture can power both chat and voice experiences while remaining connected to business applications, service workflows, and support teams.
By the end of the session, you'll have a practical understanding of how Copilot Studio, Dynamics 365 Customer Service, Dynamics 365 Contact Center, and Teams Phone Agents work together to create scalable, enterprise-grade customer engagement solutions that move beyond the conversational IVR toward truly agentic customer service experiences.
One Goal, Two Paths - Choosing the Right Architecture for AI-Powered Voice Self-Service
Organizations want to offer conversational, AI-powered voice self-service, but choosing the right architecture is not straightforward. Do they need a full contact center platform, or can a more focused solution built with Teams Phone Agents and Copilot Studio meet the same business need?
In this demo-driven session, we will solve one customer service scenario in two different ways, both using ServiceNow as the backend platform:
- Dynamics 365 Contact Center with Copilot Studio voice agents
- Teams Phone Agents built with Copilot Studio
You will see how each approach handles the customer conversation, knowledge retrieval, ticket creation, escalation, and transfer to a human agent. We will then compare the architectures and discuss their strengths, trade-offs, complexity, and extensibility.
This is not a competition with a predetermined winner. By the end of the session, you will have a practical decision framework for evaluating both approaches and choosing the path that best matches your organization's requirements, existing platforms, and AI-powered voice strategy.
From Maker Success to Enterprise Success: ALM and GitHub Actions for Microsoft Copilot Studio Agents
Building a Microsoft Copilot Studio agent has never been easier.
The challenge today is no longer creating an agent. The challenge is moving from a successful proof of concept to a solution you can deploy, govern, and operate at enterprise scale.
Many organizations already have agents running in development environments. Far fewer have established a reliable way to manage changes, promote releases, govern deployments, and support agents in production.
In this session, we'll explore how enterprise teams apply proven software delivery practices to Microsoft Copilot Studio. Using real-world project experiences and lessons learned, we'll examine the key building blocks required to move from individual maker success to organizational success.
We'll cover:
- Managing Copilot Studio agents with solutions and source control
- Applying ALM practices across development, test, and production environments
- Automating deployments with GitHub Actions
- Managing configuration, connections, and environment-specific settings
- Establishing governance and operational ownership for production agents
Along the way, we'll discuss common mistakes organizations make when moving beyond demos, including manual deployments, inconsistent environment strategies, missing governance processes, and unclear ownership models.
Rather than focusing on how to build another agent, this session focuses on how to deliver, manage, and scale Copilot Studio agents as business-critical enterprise solutions.
You'll leave with practical guidance, proven patterns, and a clear roadmap for implementing enterprise-grade ALM and deployment practices for Microsoft Copilot Studio.
Key Takeaways
After attending this session, you will be able to:
Understand the essential ALM concepts for Copilot Studio
Structure agents for deployment using solutions and source control
Implement automated deployment processes with GitHub Actions
Manage environments and configuration across the application lifecycle
Apply governance and operational practices for production agents
Avoid common pitfalls when moving agents from development to production
FinOps for Agents: Managing the Economics of the Agentic Enterprise
AI cost management used to be relatively simple: understand your licenses, track adoption, and calculate cost per user. Agentic AI changes that equation.
With Microsoft 365 Copilot, Copilot Cowork, Autopilot experiences, Copilot Studio, and different agent harnesses, organizations are moving toward a world where licensing is only one part of the financial picture. Agents reason, retrieve knowledge, invoke tools, execute actions, call APIs, and increasingly perform work on behalf of users. Each of these activities can contribute to consumption, while the real value lies in the business outcome they produce.
Agent FinOps therefore isn’t about counting tokens. It’s about understanding the economics of autonomous work.
In this session, we will develop a practical FinOps for Microsoft Agents reference architecture that connects the agent experience, harness and runtime with consumption telemetry, cost allocation, governance, and ultimately business outcomes.
We will look across the Microsoft agent landscape, from Microsoft 365 Copilot and Copilot Cowork to Copilot Studio and other agent execution models, and explore how organizations can move from simply monitoring AI consumption toward understanding cost per successful task, cost per automated process, and value per agent outcome.
The goal is not simply to make agents cheaper. It is to establish an architecture and operating model that helps organizations make agentic AI observable, attributable, governable, and economically sustainable at scale.
Key Takeaways
Attendees will leave with:
* A FinOps model for the agentic enterprise
Understand why traditional license and cost-per-user models are no longer sufficient once agents start performing work autonomously.
* A FinOps for Microsoft Agents reference architecture
Connect Microsoft 365 Copilot, Copilot Cowork, Autopilot experiences, Copilot Studio and different agent harnesses to consumption, telemetry, allocation, governance and business outcomes.
* A practical approach to Agent Unit Economics
Move beyond tokens and raw consumption toward meaningful measures such as Cost per Successful Run, Cost per Business Outcome, Credits per Outcome, and Business Value per Agent Cost.
* A lifecycle for managing agent economics
Apply a repeatable model of Discover → Estimate → Observe → Allocate → Optimize → Govern from development through production operation.
* A different definition of AI optimization
FinOps for Agents should not ask “How do we use less AI?” but instead “How do we maximize business value for every unit of agent consumption?”
From Harness to Handoff: Multi-Agent Architecture in Microsoft Copilot Studio
Designing a multi-agent solution in Microsoft Copilot Studio now begins with a fundamental architectural decision: which harness should run the solution?
The standard harness supports rule-based agents and structured, repeatable conversations. The GitHub Copilot harness is designed for reasoning-intensive, multistep business processes that may use files, skills, memory, tools, and connected agents. The Customer Conversation harness supports customer-facing voice and chat scenarios through a primary agent, specialized sub-agents, and defined human-escalation paths. Harness selection affects orchestration behavior, supported capabilities, publishing options, operational characteristics, and billing.
In this technical session, you’ll learn how to design, compose, and operate multi-agent solutions in Microsoft Copilot Studio. Rather than assuming that more agents automatically produce a better solution, we begin with the workload and determine whether it should be implemented with a single agent, deterministic workflow, reusable skill, lightweight child agent, independently managed connected agent, MCP-based tool integration, or A2A-connected external agent.
We will examine Microsoft’s current multi-agent composition option:
Through reference architectures and focused demonstrations, we will explore how a front-door agent can orchestrate other agents and connection.
Finally, the session moves beyond design-time demonstrations into production operation. We will cover clear capability descriptions, context handoffs, identity and access controls, environment policies, data-loss prevention, evaluation, analytics, telemetry, incident investigation, and human checkpoints for consequential actions. Microsoft’s implementation guidance organizes enterprise agent delivery around planning, implementation, adoption, management, continuous improvement, and extensibility.
By the end of the session, attendees will have a practical decision framework and reference architecture for building multi-agent solutions that remain understandable, testable, governable, and operationally resilient.
Nordic Summit 2026 Sessionize Event
European Power Platform Conference (EPPC26) Sessionize Event
ColorCloud Hamburg 2026 Sessionize Event
Global Power Platform Bootcamp 2026 | Zürich Edition - #GPPBZH Sessionize Event
Dynamics Summit 09. & 10. Dezember 2025 Sessionize Event
Microsoft AI Tour
Unleashing Autonomous Agents with Copilot Studio: From Prompts to Purpose
Session code: LTG188-DE
We'll explore how Copilot Studio empowers creators to build intelligent, goal-driven autonomous agents that go beyond simple task automation. Covering what autonomous agents are and how they differ from traditional bots, key components in Copilot Studio for building agents, and a real-world use case. Whether you're a seasoned maker or simply curious about the future of AI-driven workflows, this session will inspire ideas and demonstrate how to start working with autonomous agents in Copilot Studio.
Power Summit 15. + 16.07.2025 Sessionize Event
Holger Imbery
Microsoft MVP Business Applications - Copilot Studio & MCT & PowerPlatform | Azure | Dynamics - principal architect @NTTData Inc.
Berlin, Germany
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