# @microsoftdynamics365 on YouTube

- **Type:** Video
- **Original URL:** https://youtube.com/watch?v=oc4MRjyuJ6g
- **Gondola URL:** https://gondola.cc/posts/59226965-microsoftdynamics365-youtube
- **Thumbnail:** https://img.gondola.cc/tr:w-,h-,fo-auto/postThumbnails/8c3e9312fe.jpg
- **Posted:** 2026-03-04T15:01:30.000+00:00
- **Account Owner:** Microsoft Dynamics 365 (@microsoftdynamics365) — https://gondola.cc/microsoftdynamics365

## Caption

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: https://msft.it/6057sayfZ
Follow Bryan Goode on LinkedIn: https://msft.it/6058sayfw
Follow Laura Mason on LinkedIn:  https://msft.it/6054QeVaI
Want to learn more?
View more of AI in Action here: https://msft.it/6053sayf5

#Microsoft #MicrosoftDynamics365 #AIinAction #AIAgents #CustomerService #DigitalTransformation

## Stats

- **Views:** 502
- **Likes:** 3
- **Shares:** 0
- **Comments:** 0

## Tags

digitaltransformation, microsoft, microsoftdynamics365, aiagents, customerservice, aiinaction

---
Copyright (c) Gondola