Marketing

WEM MCP tools enabled time-off requests, shift swaps and shift bids in Service Agent. Administrators could enable each tool for a role, team or pilot group.

Microsoft replaced twice-yearly release waves with continuous roadmap publication. Customer processes needed to track status from development through rollout to launch.

The EDPB published new guidelines on web scraping for generative AI and adopted final blockchain guidelines.

Service Agent became generally available across Dynamics 365 and Microsoft 365. Workforce Engagement Management connected demand, staffing and quality work.

Gartner found nearly five hours saved per seller each week, but many organisations did not reinvest the time. Dynamics wave 1 described connections across customer insight, sales, service and field work.

HubSpot launched AEO, Smart Deal Progression and updated prospecting and customer-service agents on 14 April. The news connects customer insight with action, while the vendor’s outcome claims still require local verification.

Customer Insights delivered larger static segments and consent-based selection in March, while Microsoft published the Field Service development plan. The news connects marketing data and field execution with clearer data and release-status governance.

February updates from HubSpot, Microsoft and Salesforce connected marketing, sales, service and field work more closely with workflows. The news also required clear access, status checks and measurement of actual process outcomes.

HubSpot described new signals and support features on 28 January, while Salesforce presented Spring ’26 on 9 January. Together, the news provided concrete changes for marketing, customer service, field work and automation, with different release stages.

Salesforce and Adobe report growth in AI-related commerce after Cyber Week. Differences in periods and methods make the figures more useful as signals than as ready-made budget assumptions for Norwegian businesses.

Customer Insights gains generally available Teams town hall support. Microsoft also introduces a sales agent through Frontier. Both announcements focus attention on the transition from customer contact to follow-up.

Apps in ChatGPT and tools for building agents extend the debate about digital customer channels. For Norwegian businesses, geographic availability and control of the customer process remain practical constraints.