76 VIEWPOINT Microsoft Copilot and agentic AI technologies are creating a new age of work that is empowering employees and improving the customer experience ZOE WILSON: KYNDRYL There’s no customer success without employee success We’re standing at the edge of a profound shift in how work gets done. For years, we’ve talked about digital transformation, but the next wave isn’t just about digitising tasks, it’s about reimagining the very fabric of work through agentic AI. And at the heart of this evolution is Microsoft Copilot. I’ve seen firsthand how the right technology paired with the right mindset can unlock extraordinary value. But the truth is that technology alone doesn’t transform organisations, people do. And that’s why the conversation must start with the employee experience (EX). Microsoft Copilot, embedded across the Microsoft 365 ecosystem, is not just a chatbot or a productivity assistant. It’s a co-creator, a problem-solver and, increasingly, a change agent. Whether it’s summarising meetings, drafting documents, surfacing insights or orchestrating workflows, Copilot is helping employees move from manual effort to meaningful impact. It’s enabling people to focus on what they do best; thinking creatively, solving problems and connecting with others. In traditional models, process optimisation was about efficiency. But in the agentic era, it’s about empowerment. Imagine a world where a service desk agent resolves issues before they’re even reported, a project manager receives realtime nudges to course-correct delivery risks, and a new hire is onboarded with personalised guidance, curated content and instant access to mentors. Thinking beyond simple scenarios, advancements in agentic technology afford us the opportunity to reimagine how work gets done. Copilot adoption requires a new approach compared to traditional adoption programmes, but it enables employees to build a new AI-powered muscle, which allows them to rewire their productivity habits and drive sustained behaviour change. When that behaviour change is combined with agenticpowered process transformation, it provides the foundation for reimagining the way people work within organisations. When employees are empowered, supported and inspired, they show up differently. They’re more engaged, responsive and innovative. That translates directly into how they serve customers. You can’t deliver exceptional customer experience (CX) without exceptional employee experience. The two are inextricably linked. In addition, where organisations are investing in AI-powered solutions that directly improve “Technology alone doesn’t transform organisations, people do”
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