If your CRM could listen, learn, and log the work for you, how much time would your team get back? We sit down with longtime Microsoft MVP and AI futurist Chris Cognetta to unpack the shift from forms and clicks to agents, conversation intelligence, and contextual apps that actually serve the way people work. From hard‑won lessons on non‑determinism to real talk about governance and security, this is a practical blueprint for using AI without breaking your business.

Chris traces his journey from infrastructure and ADFS to dual MVP honors in Dynamics and AI, explaining why CRM got “smaller” as the stack expanded across Power Platform, Copilot Studio, Azure AI, and Microsoft 365. We dig into the skills that matter now—prompt engineering, human‑in‑the‑loop validation, and document classification—and why these fundamentals turn hype into repeatable outcomes. If you’ve ever heard “we don’t do AI,” you’ll learn how to build safe sandboxes with synthetic data, define connector‑level guardrails, and launch two‑week MVPs that prove value fast.

We also explore the next five years: agent‑driven sales processes that auto‑stage deals from call context, on‑site cues that prompt what matters, and domain LLMs shaped by your tenant data through Microsoft Graph. The result is a workday where the system already knows what happened, leaving humans to decide what should happen next. Whether you lead a services org, own a CRM roadmap, or just want to reclaim hours from busywork, you’ll get concrete steps to start small, scale smart, and keep costs predictable.

Ready to let the bots do the clicking so your team can do the thinking? Follow the show, share this episode with a teammate who needs a push to pilot AI, and leave a quick review with your top takeaway.

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Ever seen a CRM project teeter on the edge and wondered if the platform is the problem? We invited Microsoft MVP Heidi Neuhauser to unpack why so many implementations stall, why “more fields” won’t fix adoption, and how a single meaningful win for frontline users can flip the narrative. Heidi’s story starts where many ops leaders begin: thrust into a system no one wants to use. From there, she built a people-first playbook anchored in no-code tools, clear feedback loops, and honest conversations without managers in the room.

We dive into the practical levers that matter most: business rules that replace fragile JavaScript, user acceptance testing that reflects real work, and inclusive design workshops with influencers, skeptics, and tech-averse voices at the table. Heidi shares hard-earned lessons on avoiding report-first forms and explains how to measure success with outcomes users feel, like shaving hours off monthly reporting. For leaders navigating career growth and community, she offers candid guidance on presenting confidently, setting boundaries as a woman in tech, and turning community into a multiplier for learning and impact.

You’ll also hear a fresh take on portals strategy. If Power Pages feels heavy for your scenario, Heidi outlines how WP Portals pairs WordPress with Dataverse to deliver data-rich experiences using familiar drag-and-drop tools, cutting cost and complexity for high-volume use. The theme is consistent throughout: choose the simplest tool that solves the real problem, reuse your work to avoid burnout, and keep pace with change through release notes, user groups, and series like Power Tips.

If you care about CRM adoption, Dynamics 365 best practices, Dataverse, Power Platform, and building portals that users actually love, this conversation is a roadmap. Subscribe, share with a teammate who owns adoption, and tell us: what’s the smallest high-impact win you’ll ship this month?

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The wrench turns faster when the app gets out of the way. That’s the spirit of our deep dive with Microsoft’s Luis Masieri, Group PM for Dynamics 365 Field Service, as we unpack how AI is reshaping frontline work, customer outcomes, and the business model of service. We explore why the mission has shifted from operational efficiency to AI-first growth, and how technician experience sits at the heart of it.

We start with the mindset that separates thriving rollouts from stalled ones. Lift-and-shift thinking fails because it copies legacy processes into a new tool. The teams that win revisit outcomes, simplify flows, and invest in change management so techs, dispatchers, and managers adopt with confidence. From there, we dig into where AI delivers now: scheduling optimization agents that handle routing and exceptions, Copilot experiences that surface procedures and history, and remote assist that turns senior expertise into a force multiplier. The result is faster ramp for new techs, fewer taps in the mobile app, and better first-time fix rates.

Luis shares how Dynamics 365 Field Service balances domain complexity—assets, warranties, inventory, contracts—with approachable workflows that work across industries. We talk subcontractor realities, licensing that reduces friction, and integration between CRM and ERP to keep data flowing end to end. You’ll also hear what’s new: Outlook and Teams calendar sync for bookings, scheduling engine enhancements, the ability to extend Copilot with your own knowledge, and the steady reliability and security work that keeps everything running.

Looking ahead five years, picture a connected, predictive network where assets signal their own needs, AI agents take the first action, and humans handle the edge cases. Mixed reality resurfaces with better hardware and hands-free guidance. Documentation writes itself as work happens. The paperwork burden shrinks, and the joy of the trade returns. If you care about technician productivity, customer loyalty, and turning service into a growth engine, this conversation will help you see the path forward.

If this resonated, follow the show, share it with a teammate, and leave a quick review so more service leaders can find it.

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