Reimagining customer engagement with Microsoft Dynamics 365 and Copilot

IT Max Global highlights how generative AI, specifically Microsoft's Copilot, is transforming the customer service landscape while delivering AI-enhanced, cohesive experiences that are responsive, contextual, and personalized.
Generative AI in the form of Microsoft Copilot has the power to take organizations to new heights, according to a series of executive roundtables, organized jointly between IT Max Global and Microsoft.
Dubai, UAE: The new generation of artificial intelligence (AI) agents, exemplified by Microsoft Copilot, allows for a native AI-driven customer experience that transforms the way customer service is delivered from end to end. Organizations can now reimagine the entire service journey, achieve unprecedented efficiency, and provide consistently exceptional, fluid, and cohesive experiences, according to IT Max Global, a leading innovation and IT services provider serving both government and private sector clients.
With the UAE leading the way in AI readiness in the Middle East, IT Max Global and Microsoft recently co-hosted a series of executive roundtables in Abu Dhabi and Dubai, focusing on the topic 'Reimagining Customer Engagement with Microsoft Dynamics 365 and Copilot.'
According to Simon Khoury, Innovation Lead at IT Max Global, an AI-first customer service experience drives both quantitative and qualitative shifts for organizations. Quantitatively, companies with an AI-first strategy experienced increased efficiencies and more streamlined operations – hiring up to 89 percent fewer human service reps in 2024-2025, versus companies that did not use AI extensively. Meanwhile, the adoption of Agentic AI – autonomous AI agents with human-level language capabilities – improves the quality of the customer journey, delivering increased satisfaction.
Next-generation platforms like Dynamics 365 Customer Service are purposely built to leverage AI agents, enabling organizations to create a personalized, high-impact experience without compromising service quality.
In this new paradigm, automated systems resolve most customer requests directly, while more complex issues are escalated to specialized support staff who are aided by contextual, real-time AI. This leads to a more effective and memorable service experience, while simultaneously improving employee job satisfaction and retention. It replaces the traditional system where data is siloed and organizations are unable to properly route interactions between various fragmented channels and teams.
'Customer experiences can make or break an organization,' says Simon Khoury. 'A fragmented customer service experience is inefficient, impersonal, and frustrating. Conversely, customers will reward you for successfully delivering a memorable service experience. This highlights the need to design an end-to-end, AI-first customer engagement journey where every touchpoint is an opportunity to generate customer loyalty. However, this requires significant change and a whole new breed of implementation partners such as IT Max Global, with deep expertise across a range of disciplines.'
Microsoft: transforming customer engagement from within
Maureen Khoury, Strategy Director of Customer Service Business Applications at Microsoft, illustrated Microsoft's multi-year journey to modernize its customer engagement, allowing it to reach more than a billion consumers across 120 countries. From disparate solutions across 16 different systems and 500 tools and vendors, Microsoft harnessed Dynamics 365 and Copilot to create a unified customer care platform for itself. This gave Microsoft greater insight and firsthand experience that improved its ability to transform the customer engagement of organizations across numerous sectors, including manufacturing, government, finance, electronics, and real estate.
Today, prominent industry analysts identify Microsoft as a leader in customer and field service solutions. Through Microsoft Dynamics 365, organizations gain a 360-degree view of customer data, while Copilot's AI functionality is embedded across a wide variety of service processes for over 40,000 organizations. These organizations benefited from improved customer engagement, including greatly reduced waiting and issue resolution times. Additionally, Microsoft enables seamless integration of AI into existing workflows, avoiding extended downtime and bringing increased workforce productivity and higher customer satisfaction.
'Customers in the UAE have rapidly increasing expectations for convenient, personalized customer experiences from any location and across their preferred communication channels,' Maureen Khoury says. 'Regardless of industry, we are witnessing an era where organizations are facing this customer service mandate. The attendance and active engagement of senior business leaders during these executive roundtables is certainly a testament to this. We look forward to partnering with IT Max Global to help organizations in the UAE transform their customer journeys.'
The roundtable series was hosted across two days – the first at Saadiyat Rotana Abu Dhabi and the second at Ritz-Carlton, Dubai International Financial Centre. Simon Khoury and Maureen Khoury was joined by the panelists Inge Rademeyer, Experience Strategy Director at Memac Ogilvy, and Ankesh Agarwal, Director, Group Customer Experience at Majid Al Futtaim, and was moderated by Lorette Roos, Cloud Solution Architect at Microsoft. Leading both the session and the panel discussions was Sabah Corm, Chief Operating Officer of IT Max Global.
IT Max Global and Microsoft regularly roll out updates to their AI-first customer engagement solutions. These enhancements will further improve organizations' capability to provide personalized customer journeys and enable them to elevate their customer engagement to a whole new level.
About IT Max Global:
Founded in 2010, IT Max Global is a premier innovation and IT service provider, boasting a team of over 150 skilled professionals dedicated to delivering transformative technology solutions. Operating throughout the MEA region, IT Max Global is renowned as an uncompromising Managed Service Provider (MSP) and Managed Security Service Provider (MSSP).
A powerhouse in infrastructure, AI, analytics, digital transformation, and unified communications, IT Max Global is committed to driving innovation and excellence. Its comprehensive service offerings and unwavering focus on clients' long-term success and adaptability position IT Max Global as a trusted technology partner for both public and private sector organizations.
With a reputation for excellence and a steadfast commitment to staying ahead in the rapidly evolving technological landscape, IT Max Global is dedicated to helping public and private-sector clients thrive and achieve their goals.

Try Our AI Features

Explore what Daily8 AI can do for you:

Learn with AIFact CheckingText to SpeechAI Summary

Related Articles

Al Etihad

31 minutes ago

• Al Etihad

Federal National Council holds special ‘UAE–EU' session

23 June 2025 18:20 ABU DHABI (WAM)The Federal National Council (FNC) convened a special "UAE–European" session today, chaired by its Speaker, Saqr Ghobash, as part of the second term of the 18th legislative session was held at the Zayed Hall at the Council's headquarters in Abu Dhabi, and witnessed the presence of Roberta Metsola, President of the European Parliament, alongside several ministers, senior officials, and ambassadors of European Union member states accredited to the session opened with a welcome speech by Saqr Ghobash, in which he extended a warm greeting to Roberta Metsola and her accompanying also welcomed Abdullah bin Sultan bin Awad Al Nuaimi, Minister of Justice; Dr. Thani bin Ahmed Al Zeyoudi, Minister of Foreign Trade; Ahmed Ali Al Sayegh, Minister of State; Lana Zaki Nusseibeh, Assistant Minister for Political Affairs, and Omar Obaid Al Hassan Al Shamsi, Undersecretary of the Ministry of Foreign in attendance were EU ambassadors, European business leaders who have established companies and ventures in the UAE, members of the Anwar Gargash Diplomatic Academy, the Emirates Youth Councils, and the Children's his remarks, Ghobash expressed gratitude for Metsola's visit, emphasising that such engagements reaffirm the UAE's belief in constructive dialogue, openness to the world, and the values of human tolerance as pathways to peace and prosperity.'We are honoured by your presence as esteemed guests,' he said. 'We also celebrate your role as partners in a dialogue rooted in shared parliamentary values, values that reflect a unity of conscience in our common humanity and a mutual effort to promote noble policies that place human dignity at the forefront.'He paid tribute to the vision of the UAE's Founding Father, the late Sheikh Zayed bin Sultan Al Nahyan, whose legacy continues under the leadership of President His Highness Sheikh Mohamed bin Zayed Al Nahyan, His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister of the UAE and Ruler of Dubai, and the Supreme Council Members, Their Highnesses Rulers of the Emirates, and His Highness Sheikh Mansour bin Zayed Al Nahyan, Vice President, Deputy Prime Minister, and Chairman of the Presidential Speaker stressed that this visit signals a deepening of parliamentary cooperation between the FNC and the European Parliament. 'It marks the beginning of a broader path for future joint initiatives on critical global concerns,' he added, 'including peace, sustainable development, climate safety, and the protection of societies from extremist and hate-driven rhetoric.'Saqr Ghobash emphasised that the tragic humanitarian deterioration unfolding in the Gaza Strip compels the international community to elevate the voice of wisdom, advocate for an immediate de-escalation, ensure the protection of civilians, and work toward a ceasefire that paves the way for a political resolution, one that restores hope for peace and security to the Palestinian further stressed that from the same principled stance, the UAE reaffirms its deep concern over the ongoing regional tensions, particularly the targeting of Iranian nuclear facilities, which pose serious risks and could drag the region into unprecedented instability.'In this context,' he said, 'we underscore the UAE's consistent position that diplomacy and dialogue must prevail as the only means to resolve disputes. Comprehensive approaches that promote stability, prosperity, and justice are essential. In times like these, wisdom and responsibility demand sincere engagement in addressing the region's chronic challenges through negotiation.'In her address to the FNC, Metsola said that relations between the European Union and the UAE have entered a new phase of renewed partnership. This partnership, she said, is grounded in the principles of peace, prosperity, and a forward-looking praised the UAE as a global model for coexistence and progress, and for building partnerships based on dialogue, trust, and shared also commended Abu Dhabi's international stature as a symbol of peaceful coexistence and stability, and lauded the UAE's efforts to promote parliamentary diplomacy and its leadership in supporting global peace.'I stand before you today representing 450 million European citizens,' she said, 'carrying a message of hope and optimism that this visit will mark a new beginning for strengthening our bilateral ties and expanding the horizons of partnership between the European Parliament and the UAE through constructive dialogue and cooperation.'She further highlighted the strong economic ties between the two sides, noting that the European Union is the UAE's second-largest trading partner, with mutual investments totaling 328 billion also pointed to tourism, educational exchange, and cultural cooperation as key pillars in strengthening the bilateral partnership. The President of the European Parliament affirmed that, 'the partnership between the European Union and the UAE is entering a new phase of strategic cooperation. With genuine political will and mutual understanding, this relationship is well-positioned to advance toward broader horizons of peace, development, and prosperity.'

Khaleej Times

35 minutes ago

• Khaleej Times

Sheikh Mohammed mourns Emirati businessman Mohammed Ibrahim Obaidullah

Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, has expressed his condolences on the passing of Mohammed Ibrahim Obaidullah, a prominent Emirati businessman known for his deep commitment to humanitarian causes. In a heartfelt message posted on X, Dubai Ruler paid tribute to Obaidullah, describing him as "one of the loyal men of the Emirates" whose legacy will live on through the charitable work he dedicated his life to. "May God have mercy on Mohammed Ibrahim Obaidullah," Sheikh Mohammed wrote. "What distinguished him from others were his charitable works, his history in the field of humanitarian work, especially the establishment of hospitals and health centres, the construction of mosques, and his charitable projects inside and outside the country." Sheikh Mohammed added that Obaidullah's goodwill continue to resonate long after he is gone. "The body is gone, but the goodness, the influence, the good reputation, and the prayers of the people remain. He concluded the message with prayers for Obaidullah, asking God to grant him Paradise and provide comfort to his family and loved ones. Dr Anwar Gargash, diplomatic adviser to UAE President Sheikh Mohamed bin Zayed Al Nahyan, also offered his condolences to the Obaidallah family. In his post, he wrote that Obaidallah was known for his outreach, charitable initiatives, and noble character. "We ask Allah to have mercy on him and grant him Paradise, and to inspire his family and relatives with patience and solace."

Zawya

an hour ago

• Zawya

WW+P to explore UAE and Saudi Arabia markets with global expansion strategies

WW+P Architects, a London-based architecture firm that comprises over 200 architects and planners across nine studios globally, is poised to expand its presence with a significant emphasis on the UAE and Saudi Arabian markets. With 40 years of global infrastructure experience, WW+P is uniquely positioned to support national development goals through a strong global project portfolio and upcoming initiatives designed for urban transformation. The company primarily focuses on transport and infrastructure, transit-oriented development, masterplanning, and urban regeneration projects that closely align with the strategic objectives for sustainable development in the UAE and Saudi Arabia. Its major global projects include Paddington Elizabeth Line Station, the multi award-winning station transforming the passenger experience at Paddington in London, UK; and the Metro Tunnel Project in Melbourne Australia, a project that transforms Melbourne's rail network by delivering twin 9km tunnels under Melbourne's CBD and five new stations (a world-class collaboration with practices with Hassell and RSHP) – due to open in late 2025. WW+P is part of 10N Collective, a leading collective of global urbanism, architecture and related design experts brought together by Egis Group – including WW+P, 10 Design, SvN, Fenwick Iribarren Architects, U+A, and Omrania. Each practice within 10N has achieved recognition for high profile and award-winning projects, from urban policy, transport and mixed use, to commercial, hospitality, stadia and housing. Formerly known as Weston Williamson + Partners, WW+P is actively involved in planned industry visits and media features in the UAE and KSA, as well as exploring potential regional strategic partnerships. Furthermore, the company is celebrating its 40th anniversary in 2025 with international events and announcements, emphasizing WW+P's long history of transforming urban development. Within the region, WW+P is delivering design services for transport hubs, taking the design from concept through to schematic and detailed including preparation of tender documentation and issue for construction; as well as working on concept design proposals for high speed rail – developing proposals for iconic, high-capacity sub-surface stations that reflect local character and provide solutions for flexible urban integration with emerging masterplans. Neil Baker, Managing Director for the Middle East, commented, 'As we expand our foothold in the Middle East, we find ourselves motivated by the region's ambitious goals for urban infrastructure and sustainability. At WW+P, our business principles emphasize innovation and collaboration, and we are excited to use our global expertise to support transformative projects in the UAE and Saudi Arabia – working on some of the world's most ambitious projects. The decision is especially significant given that we are celebrating our 40th anniversary this year, laying the groundwork for our path to excellence in these vital markets." With its upcoming projects in the region, WW+P is positioned to continue redefining urban development through its global expertise and teams. By expanding its presence in the UAE and Saudi Arabia, the company aims to advance its broader development objectives while also supporting the strategic infrastructure goals of both countries. -Ends- About WW+P Architects WW+P is an award-winning architecture and urban design practice. With architects, urban designers and planners based in nine studios across four continents, WW+P delivers global infrastructure, masterplanning and city-shaping projects to create a more sustainable future. The practice is driven by core values which guide how we design and operate. WW+P is part of 10N, a collective of urbanism, architecture and related design experts brought together by Egis Group. For further information, please contact: Orient Planet Group (OPG) Email: media@ Website: