Reading D365PPUG - March 2026

Our first in-person meeting for 2026 will take place on Monday 9th March from 18:00 at Campus Reading. We look forward to seeing you there and encourage you to arrive from 6pm to meet other user group members!

Agenda as follows:

• 18:00 - Welcome!
• 18:30 - Neil Rowlands and Adrian Cole - How will AI and Plan Designer change Power Platform development?
  The Power Platform is evolving fast and Plan Designer landed with a bang. Generative Pages are next, and they promise to disrupt development even further, bringing vibe coding to the platform. In this session, join experienced speakers and user-group leaders Neil Rowlands and Adrian Cole as they unpack what these new tools can and can’t do, how they’ll impact developer roles, and what this means for client expectations.
• 19:15 - Break & Pizza!
• 19:45 - David Reid and Anna Black - Mind of the Machine: How Autonomous Agents in Dynamics 365 Raise the Bar for Customer Service

Support journeys today must be more than just fast - they must be smart, helpful, and deeply connected. In this session, discover how the new autonomous agents in Dynamics 365 are revolutionising customer service by continuously learning from case resolutions, answering and resolving queries, and raising the quality bar in the contact centre. We’ll reveal how these agents:
• Learn from every interaction to improve insight, knowledge, and outcomes
• Help resolve issues faster by surfacing relevant information and next-best actions
• Guide both customers and human agents through complex journeys, blending automation with empathy
• Provide actionable analytics to drive continuous improvement
See real-world examples of how the “mind of the machine” can reflect the “heart” of human-centred service - showcasing journeys where AI and people collaborate to deliver seamless, high-quality support. You’ll gain practical tips for deploying and governing these agents, ensuring they enhance - not replace - the human touch at every step.

• 20:30 - Networking & Close