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 https://www.youtube.com/watch?v=oc4MRjyuJ6g

https://www.youtube.com/watch?v=zkjwDYTps5Q

What does it take to move AI from concept to real business outcomes? In this episode of AI in Action, Microsoft Corporate Vice President Jonathan Hunt speaks with Kelly Mickelson, Head of Legal Operations and Chief of Staff at Mars, about how a single, business led idea evolved into an enterprise grade AI solution delivering real operational value. Kelly shares how curiosity, hands on leadership, and deep business understanding enabled rapid progress—from early prototype to scaled deployment in months. She reflects on lessons around governance, adoption, and partnering with Microsoft, offering practical insights for leaders looking to move beyond experimentation and build AI as a durable, business aligned capability at scale. Timestamps
1:10: Get to know Kelly Mickelson
2:51: Mars’ AI journey
6:20: The importance of data governance and orchestration
7:39: The business impact of AI
11:17: Advice for leaders looking to implement AI Key links: Follow Kelly Mickelson on LinkedIn: https://msft.it/6055Qu7IR Follow Jonathan Hunt on LinkedIn: https://msft.it/6058UOMti Learn more about Mars: https://msft.it/6057Qu7IT Learn more about Microsoft AI solutions: https://msft.it/6058Qu7Ip #Microsoft #Dynamics365 #AI https://www.youtube.com/watch?v=Km7v9jdXO-Q