AI agents are no longer experimental additions to CRM systems. We now have agents that can work with Dynamics 365 Sales to research prospects, draft and personalise outreach, summarise customer interactions, and take on increasing responsibility for follow-ups and administrative work. As these capabilities mature, the important question we need to consider is: how should CRM be designed when both humans and AI agents are active participants in the sales process?

This session explores how Copilot and agent capabilities are reshaping the way we need to think about CRM and therefore how we design and implement Dynamics 365 Sales solutions. Drawing on real conversations with frontline sellers and over a decade of experience working with CRM and sales technology, this session offers a practical perspective on where AI adds value, where it fails, and the future of both the sellers and the system they love to hate.

We’ll look at how sales workflows are evolving, how sellers are adapting their day-to-day work alongside AI, and what this means for designing CRM systems that support both automation and human expertise

This is a practical, experience-led session for consultants, architects, CRM leaders, and decision-makers responsible for shaping Dynamics 365 Sales strategy and solution design in a world where AI agents are becoming part of the sales team.