Service X-Factor

Artificial intelligence is changing the way organizations sell, serve, and deliver work. The Agent Shift explores what that transformation actually looks like inside Microsoft Dynamics 365 and the modern enterprise.Hosted by Scott LeFante and Dan Cefaratti, each episode features conversations with Microsoft leaders, product experts, MVPs, customers, partners, and industry innovators who are building the next generation of intelligent business applications.From AI agents and Copilot to Field Service, Customer Service, Project Operations, Sales, and the Power Platform, we go beyond the product demos to discuss real-world strategies, implementation lessons, successes, failures, and the future of work.Whether you're an executive, consultant, architect, administrator, or business leader, The Agent Shift delivers practical insights that help you move from automation to autonomy and from technology to measurable business outcomes.Because AI isn't just changing software. It's changing how work gets done.