Event
    by Luis López, Microsoft Technical Pre-Sales Specialist, Nortal Americas

    Smarter, people-driven organizations: What we learned at Community Summit NA 2025

    Explore our firsthand insights from Community Summit North America 2025 in Orlando — standout sessions, takeaways, and industry trends shaping the Microsoft ecosystem.

    Service

    Microsoft Technology and Engineering

    Industry

    Enterprise

    Orlando was alive with innovation, collaboration, and fresh perspectives as professionals from across the Microsoft ecosystem gathered for Community Summit North America 2025. This year’s edition brought together thousands of experts, partners, and tech enthusiasts to exchange ideas, share success stories, and explore the future of business applications.

    In this article, we’ll share our experience, standout sessions, inspiring conversations, and emerging trends driving transformation across the Microsoft community.

    A gathering of innovators

    Community Summit North America is the largest independent gathering of Microsoft business application users, partners, and experts. Over 5,500 attendees came together in Orlando to explore the next chapter of digital transformation powered by AI, automation, and data-driven solutions.

    The event brought a mix of learning and connection opportunities, with 500+ expert speakers, including Microsoft MVPs, partners, and industry leaders, delivering over 600 sessions filled with real-world insights, product deep dives, and hands-on tutorials.

    Over 300 Microsoft partners, from trusted consultants and system integrators to ISVs, showcased their latest innovations. Microsoft leadership also took the stage to share key announcements and future directions across AI, Dynamics 365, Power Platform, Microsoft Fabric, and more.

    Inspiring sessions and key takeaways

    Community Summit North America 2025 featured over 600 sessions, many exploring how AI and Copilot are reshaping Microsoft business applications.

    Below are three sessions that especially stood out for us by delivering high-impact insights into the evolving Microsoft AI ecosystem:

     

    Inspiring sessions and key takeaways

    Community Summit North America 2025 featured over 600 sessions, many exploring how AI and Copilot are reshaping Microsoft business applications.

    Below are three sessions that especially stood out for us by delivering high-impact insights into the evolving Microsoft AI ecosystem:

    1. “How AI is redefining Dynamics 365 Finance & Supply Chain”

    2. “How AI is redefining Dynamics 365 Customer Experiences”

    3. “Copilot Studio Fireside Chat”

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    1. “How AI is redefining Dynamics 365 Finance & Supply Chain”

    Speaker: Georg Glantschnig, Corporate Vice President, Microsoft Dynamics 365 Agentic ERP Applications

    Glantschnig introduced the concept of “agentic ERP,” where AI-driven agents manage core business processes within Dynamics 365 Finance & Supply Chain Management (F&SCM). He noted the rapid adoption of AI technologies — over 100 million users of large language models within three months — and highlighted that AI agents can outperform human baselines by nearly 87% in specific tasks.

    A central innovation discussed was Microsoft’s Model Context Protocol (MCP), a new architectural layer that acts as a translator and gatekeeper for enterprise data. MCP ensures AI agents access the correct records and tools for each task, allowing businesses to safely build custom agents that interact with backend systems.

    In his demo, the Expense Report Copilot automatically scanned and categorized expenses, demonstrating how AI agents can streamline traditionally manual processes.

    This session showcased concrete AI advancements in ERP, from MCP (a foundation for building an “autonomous enterprise”) to real-world agent demonstrations, illustrating how AI is transforming finance and supply chain operations. It presented a vision of ERP as an agent-ready platform, where automated routine tasks like accounting or HR administration free humans to do higher-value work.

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    2. “How AI is redefining Dynamics 365 Customer Experiences”

    Speaker: Alan Ross, Head of Product, Dynamics 365 Customer Service & Experiences Engineering

    Ross explored how AI can enhance every touchpoint of the customer journey in Dynamics 365. Recognizing that many organizations struggle with disconnected systems, he outlined Microsoft’s strategy to deliver an integrated, AI-powered customer experience platform to bring together data, communication channels, and intelligence within a unified cloud solution.

    He introduced the Quality Evaluation Copilot for Dynamics 365 Customer Service, an AI agent that reviews support cases and call transcripts at scale. It evaluates interactions based on empathy, clarity, and resolution effectiveness, generating quality scores and coaching feedback. For instance, it can flag when an agent’s tone lacks empathy or when an issue remains unresolved, and suggest targeted improvements.

    Ross also highlighted AI-driven telephony integration through Microsoft Teams, featuring the new Voice Copilot that transcribes calls and assists agents in real time.

    This session demonstrated how AI can elevate customer service quality and consistency. The Quality Evaluation Copilot is a tangible example of copilot technology driving actionable insights that improve both customer satisfaction and agent performance. It also emphasized Microsoft’s end-to-end advantage of its combined Dynamics, Teams, and AI, showing how a unified platform reduces complexity and accelerates innovation in customer experience management.

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    3. “Copilot Studio Fireside Chat”

    Speaker: Dewain Robinson, Principal Solution Architect, Microsoft Copilot Studio (PowerCAT team)

    In this engaging discussion, Dewain Robinson — known as the “Copilot Studio Dude” for his passion for the technology — shared insights into the present and future of Microsoft Copilot Studio, the platform for building custom AI copilots and agents across Power Platform and Dynamics 365.

    Robinson revealed that over 230,000 organizations are already using Copilot Studio to build their own AI assistants, demonstrating the massive momentum behind custom copilot development. He detailed new capabilities empowering both business users and pro developers to design AI solutions tailored to their needs.

    Among the most exciting updates were integrations that allow Copilot agents to access Microsoft 365 data (emails, Teams chats, calendars) and external files for deeper contextual understanding. He also unveiled Computer Use, a breakthrough feature that enables copilots to perform UI actions, such as clicking buttons, copying data, or submitting forms, essentially granting them RPA-like abilities to automate tasks across legacy systems.

    Additionally, Robinson discussed enhanced analytics and debugging tools that offer visibility into agent performance (accuracy, usage, ROI) and finer control over behavior.

    This session stood out for its focus on building and scaling AI copilots in enterprise environments. Robinson’s insights into Copilot Studio’s evolution — from integrating with enterprise data via MCP to offering governance and testing tools — showed how Microsoft is enabling organizations to create AI responsibly and effectively. For pre-sales professionals and power users alike, understanding Copilot Studio is key; it’s the engine powering business-specific AI innovation.

     

    Emerging industry trends

    Throughout the Summit, the standout trends all pointed toward a future where AI, integration, and human-centered innovation redefine how businesses operate within the Microsoft ecosystem.

     

    AI everywhere

    Integration as the backbone

    Human-centric innovation

     

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    Our booth experience

    ‍Our booth served as a meeting point for business leaders, tech experts, and curious minds eager to connect, learn, and see innovation in action. Throughout the event, we hosted live demos, shared real success stories, and engaged in hands-on conversations about how Microsoft Dynamics 365 and Power Platform are transforming the way organizations work.

    Visitors stayed to explore, connect, and collaborate.

    • Interactive experiences: Attendees tested solutions live, exchanged ideas with our experts, and saw firsthand how technology can solve real challenges.
    • Nonstop networking: Our booth was a place for discussions that sparked new partnerships and strengthened community ties throughout each event day.
    • Inspiring conversations: Each discussion opened new perspectives on innovation, automation, and data-driven growth, demonstrating how collaboration fuels progress.
    • Valuable insights: Every interaction gave us a closer look at what organizations across industries are striving to achieve with Microsoft technologies.

    Community Summit 2025 video recap

    Hear everything about our experience in Community Summit 2025 from Jimmy Passeti, Functional Architect, Nortal Americas.

     

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    Final thoughts

    Being part of Community Summit NA meant immersing ourselves in an ecosystem of innovation, sharing expertise, learning from peers, and strengthening connections within the Microsoft community.

    This year’s Summit reaffirmed that the future of business applications lies in creating smarter, more connected, and people-driven organizations where innovation empowers both efficiency and collaboration.

    We’re excited to keep building on what we learned, helping companies harness the power of Microsoft Dynamics 365, Power Platform, and Fabric to drive sustainable growth and meaningful impact.

    Want to explore how these solutions can take your business further? Let’s connect and make it happen!

    Get in touch

    Nortal is a strategic innovation and technology company with an unparalleled track-record of delivering successful transformation projects over 25 years.