Adrian Sjøholt

The Dynamics 365 Release Wave 2 2025 is on its way, bringing a massive set of enhancements to the new Dynamics 365 Contact Center. I have already covered the release wave for Customer Insights Journeys which you can find here. For the full release planner see the Microsoft documentation This release, with features rolling out from October 2025 to March 2026, is heavily focused on leveraging AI to create smarter, faster, and more efficient customer service experiences. Indeed, we are…

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The age of AI is not coming; it’s here. But for many, the initial excitement is giving way to a pressing question: how do we move from experimentation to actual return on investment? The answer doesn’t lie in simply adopting «an AI,» but in deploying the right AI for the right task. This requires a strategic shift from treating AI as a monolithic entity to viewing it as a portfolio of specialized tools. This is where the synergy of a…

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Artificial Intelligence (AI) is rapidly transforming our world, and it’s no longer a concept confined to science fiction or highly technical discussions. I have been working a lot with AI lately and want to try to demystify this technology. This post aims to provide a clear and accessible explanation of AI, breaking down complex ideas into understandable concepts. The journey to understanding AI can be visualized in three levels: Level 1: The Foundation – Large Language Models (LLMs) At the…

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MCP is going viral in tech circles, yet many developers and business leaders are still catching up to understand what it means for the future of AI applications. What is MCP? It stands for Model-Context Protocol, and it’s doing for AI what REST did for the internet: creating a universal standard that changes how systems communicate and operate. Beyond Prompts: The Power of Structured Context For years, we’ve interacted with Large Language Models through prompts – essentially asking questions and…

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This is a post on what have been rolled out from Dynamics 365 Customer Insights – Journeys April 2025 Updates so far – for the complete overview of the realease wave take a look here https://sjoholt.com/release-wave-1-2025/ The landscape of customer engagement is constantly evolving, and businesses need agile tools to build meaningful connections. Microsoft Dynamics 365 Customer Insights – Journeys is at the forefront of this evolution, empowering marketers to orchestrate personalized journeys across all touchpoints. The recent updates in…

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The latest update to Microsoft Dynamics 365 Customer Insights – Journeys introduces a powerful new waitlists management capability, enabling businesses to streamline event registration processes and maximize attendance rates. Let’s explore how this functionality works and the benefits it can bring to your organization. What is the Waitlist Feature? The waitlist functionality in Dynamics 365 Customer Insights – Journeys allows event organizers to automatically manage registrations when events reach capacity. Rather than turning away interested participants, the system now offers…

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