In this episode, Bryan Goode, Corporate Vice President, Microsoft, speaks with Laura Mason, CEO of Retail, L&G, for an inside look at how AI is transforming customer service at one of the UK’s largest financial services providers. Tune in to learn: • How Legal & General unified 17 legacy systems into a single, agentic business application platform • Building a hybrid, human‑centric customer service model powered by AI • Using AI agents to automate back‑office work and recommend next best actions • Improving outcomes for customers and employees while keeping humans at the center Key links: Learn more about Microsoft AI solutions: msft.it/6057sayfZ Follow Bryan Goode on LinkedIn: msft.it/6058sayfw Follow Laura Mason on LinkedIn: msft.it/6054QeVaI Want to learn more? View more of AI in Action here: msft.it/6053sayf5 #Microsoft #MicrosoftDynamics365 #AIinAction #AIAgents #CustomerService #DigitalTransformation