84 Workers around the world share a common goal: the ability to work, collaborate and progress with ease. Recent global changes are only further driving this, such as changes to hybrid working policies, emergent technology and inflation rates. “This year has brought another wave of challenges and opportunities for the future of work,” states Emily Rose McRae, senior director analyst at Gartner, in its Future of Work Trends for 2024 report. “Organisations face unprecedented uncertainty with global talent shortages and the mandate to control rising costs and measure risky technology’s productivity returns.” One platform that aims to tackle these challenges and reshape the future of business with technology is Microsoft Dynamics 365. The suite of customer relationship management and enterprise resource planning (ERP) systems has long been a staple for facilitating organisational growth thanks to its versatility and options for cloud deployment, but now with an increasing number of artificial intelligence-powered tools and features, it has ushered in a whole new era of business and productivity. In fact, use of generative AI has nearly doubled in the last six months, according to Microsoft’s 2024 Work Trend Index Annual Report, with 75 per cent of global knowledge workers now using it. Microsoft’s Customer Service and Support (CSS) team experienced the benefits of its In a changing world, organisations need a solution that can grow and work with them. Microsoft’s Dynamics 365 ecosystem, with its array of AI-powered tools, is leading the charge BY AMBER HICKMAN FEATURE A dynamic future Virgin Money’s Redi personal assistant has handled over one million interactions since its launch, saving time for both customers and contact centre employees Photo: AdobeStock/Krakenimages.com
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