By Scott Clark
Publication Date: 2025-11-24 20:26:00
The Gist
- AI has moved from advising to doing. Ignite 2025 showed Microsoft shifting from assistive AI to operational agents that execute real work across sales, service and support.
- Agents now run multi-step workflows end-to-end. From lead qualification to app maintenance, Microsoft unveiled agents that perform tasks without human micromanagement.
- The CX workforce becomes hybrid: humans + agents. These changes introduce new CX skill sets, oversight roles and governance models built around agents that take action, not just provide suggestions.
Microsoft didn’t treat Ignite 2025 as a routine product showcase. The event marked a turning point in how the company wants enterprises to think about customer experience (CX): not as a set of tools, but as an ecosystem where AI agents take on the operational work that is normally spread across sales, service and internal teams.
Rather than incremental Copilot updates, Microsoft introduced capabilities that run multi-step processes, move…
