Why AI needs better data, not better prompts
Enterprise AI has created a new obsession: prompting. How do we write a better prompt? How do we get a […]
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Integration vs orchestration: What’s the difference?
Enterprise technology has spent years solving an integration problem. Connect the contact center to the CRM. Connect telephony to Microsoft
The missing layer that leaves your AI Copilot operating on a fragment of the truth
Microsoft Copilot doesn’t reason from intent; it reasons from data. Specifically, from what’s stored in Dataverse. So, if that data
How AI-powered customer engagement works inside Microsoft Teams – and why it matters now
AI is moving quickly in customer engagement. Most organisations are experimenting with Copilot, automation, and chat-based interfaces. On the surface,
What Salesforce’s Acquisition of Momentum Means for the Microsoft Cloud Ecosystem
When Salesforce bought Momentum, Forrester made a clear point: AI only works properly if it can see what was actually
3 ways to extend Dynamics 365 for complete customer engagement
Dynamics 365 is a strong system of record. For many organisations, that is where it stops. Customer interactions still happen elsewhere. Calls sit