by Warren Butler | Aug 8, 2025 | Advice, AI, Copilot, Insights
AI agents are here and are reshaping how we work. These autonomous tools can handle repetitive tasks, analyse data in real-time, and drive efficiency. For many leaders, this brings new opportunities but also creates a healthy dose of concern. How do you embrace the... 
by Warren Butler | Aug 4, 2025 | Advice, CRM, Digital Transformation, Insights
What does good look like with Dynamics 365? This question is often directed to CRM administrators and IT leaders by CEOs and executives who want to understand the return on investment (ROI). The challenge is that ‘good’ means different things to different... 
by Warren Butler | Jul 24, 2025 | Insights, Portals
Many customers are hanging up on call centres as they increasingly turn away from traditional phone-based service and seek online self-service alternatives. Recent data from YouGov reveals that 65% of UK adults still phone businesses for service, but only 31% prefer... 
by Warren Butler | Jul 22, 2025 | CRM, D365 Customer Service, D365 Sales, Dynamics Features, Insights
Customer interactions happen everywhere. Phone calls during commutes, emails between meetings, follow-up tasks handled on mobile devices, and new contacts met at events. These touchpoints represent valuable relationship data that can easily slip through the cracks.... 
by Warren Butler | Jul 18, 2025 | Copilot, D365 Customer Service, D365 Marketing, D365 Sales, Dynamics Features, Insights, What's new?
Microsoft’s 2025 Release Wave 2 introduces new features rolling out between October and March 2026. AI-powered agents and innovations lead the way, along with many additional capabilities also announced. In this article, we’ve shared some highlights across... 
by Warren Butler | Jul 14, 2025 | Insights, Portals
Some web portals seem frozen in time. Whether completing an application, scheduling a job, reporting an issue or logging into an account, these outdated websites turn simple tasks into frustrating exercises. People abandon processes, support tickets increase, and...