The Copilot Connection

Microsoft helped us make an episode this week but dropping some big Copilot news! In this episode, Zoe and Kevin dig into some of the news related around Copilot Wave 3, talk about what the recent org changes at Microsoft will mean and also highlight some of the upcoming events going on.Useful links:Zoe and Kevin keynote the Copilot Community Conference - Copilot Community Conference 2026Experts Live UKScottish SummitCall for speakers for Scottish Summit still openRajesh Jha retiringCopilot Leadership TeamFrontier SuiteCopilot Wave 3SharePoint at 25Copilot Cowork

In this episode of Copilot Connection, Zoe and Kevin are joined by Diana Wolfe, Head of Research & Strategy at Kyndryl, to explore one of the biggest challenges facing organisations today: the widening gap between AI ambition and AI implementation. Together, they unpack why so many companies struggle to realise value from AI investments, what human‑centred change looks like in an era of agentic AI, and how trust, psychological safety, and redesigned roles shape successful adoption.The conversation covers everything from workflow automation myths and cognitive overload to organisational silos, identity shifts, and the realities of embedding AI into everyday work. Expect thoughtful insights, a few laughs (including designer chickens and the underpants gnomes), and practical guidance on how individuals, leaders, and change practitioners can navigate the next phase of AI‑driven transformation.Tune in to learn why the future of AI isn’t just about technology—it’s about people, systems, and redefining what meaningful work looks like.TakeawaysAI implementation requires a holistic approachThe integration of AI technology presents multifaceted challenges AI adoption is evolving rapidlyHuman systems integration is crucial for responsible AI implementation

Send us a textIn this episode of The Copilot Connection, hosts Zoe Wilson and Kevin McDonnell are joined by Tricia Sinclair (Microsoft MVP and Avanade’s Global Lead for Contact Center & Customer Service) to explore the evolving role of AI in customer service and contact centres. They discuss how new Copilot AI agents like Case Management Agents and Intent Agents can automate processes such as email triage and understanding customer inquiries, and why many organizations are piloting these tools internally before rolling them out to customers. The conversation dives into adoption challenges – from ensuring quality data and training models to navigating consumption-based costs – and highlights governance solutions like the new Agent Hub for monitoring and controlling AI deployments. Tricia also shares insights on integrating these Copilot capabilities across the broader Microsoft ecosystem (with hints at what’s coming next) and emphasizes the bigger picture: using AI to augment, not replace human agents. The episode wraps up with a thoughtful discussion on the ethical and workforce implications of AI in contact centres, including the importance of maintaining human empathy, addressing potential biases, and keeping customer trust front and centre.Key topics covered:Case Management & Intent Agents – Automating case triage and identifying customer intent using AI.Internal vs. External Deployment – Strategies for introducing Copilot agents on internal service desks before customer-facing use.Adoption Challenges & Costs – Data readiness, model training, consumption-based pricing, and ensuring ROI for AI solutions.Agent Hub & Governance – Using Microsoft’s Agent Hub to track, manage, and govern Copilot AI agent usage and performance.Integration with Microsoft Platforms – How Copilot agents tie into the wider Microsoft stack and upcoming cross-platform capabilities.AI’s Impact & Ethics – The balance between AI and human agents, potential job impacts, and the need for fairness, empathy, and transparency in AI-driven customer service.p.s. decided to try Researcher agent looking at previous summaries to generate this summary. Let us know what you think!

Send us a textThis week, Kevin McDonnell and Garry Trinder explore the world of coding agents and how they could change software development. They run through what coding agents are along with the importance of context, memory, and specifications in using AI tools effectively. Also, they think about how you need to change habits and also touch on the challenges faced by junior developers in adapting to AI technologies, the role of personality in AI agents, and the future of work with AI. This isn't just the joy of agents though, this is about the need for security and ethical considerations when integrating AI into development processes, while also encouraging developers to embrace the potential of AI to enhance productivity and creativity.Takeaways:Coding agents represent the next leap in development tools.Understanding the context and instructions is crucial for effective use of coding agents.Memory in coding agents can enhance their effectiveness and personalization.Specifications and guidelines are still important in the age of AI.Junior developers should balance learning coding principles with using AI tools.AI can automate repetitive tasks, freeing up time for developers.The personality of AI agents can enhance user experience and engagement.Skills in AI can create repeatable processes for developers.The impact of AI on junior developers raises concerns about learning and understanding code.Security and ethical considerations are vital when using AI agents.Links:Github Copilot CLI - https://github.com/features/copilot/cli/Claude Code - https://claude.com/product/claude-codePatrick Rogers power of Coding Agents - https://www.linkedin.com/posts/patrick-rodgers-b6a05610_i-love-to-write-code-ive-been-a-programmer-activity-7422672723191058432--Ob_Shipping at Inference Speed - https://steipete.me/posts/2025/shipping-at-inference-speedClaude Skills - https://support.claude.com/en/articles/12512176-what-are-skillsAnthropic Skills Repo - https://github.com/anthropics/skills/tree/main/skills/slack-gif-creatorOpen Code - https://opencode.ai/Moltbot Soul - https://github.com/openclaw/openclaw/blob/main/docs/reference/templates/SOUL.mdMoltbot - https://moltbot.you/Moltbook - the first agent social network? - https://www.moltbook.com/https://www.moltbook.com/post/ef3ea419-6c29-4046-9946-d636efe972eaBe careful with Moltbot/Clawdbot:https://www.linkedin.com/posts/elishlomo_security-activity-7421867291459391490-a0B1/https://x.com/theonejvo/status/2015401219746128322https://x.com/borjitaea/status/2015745063909839091?s=46

Send us a textHappy new year to you all! In this episode, Zoe and Kevin take a short look at what happened with Copilot and with themselves in 2025, a short view on what they think and hope will happen with Copilot and AI in 2026 but focus most of the time on digging into the latest Microsoft Future of Work report that their science team has been making for the last 5 years. They explore themes such as AI judgment, collaborative AI, and the implications of inequality in the workplace amongst other things.TakeawaysAgent 365 has the potential to greatly impact organizational efficiency and control.Simplification in Copilot Studio and Chat enhances user experience and accessibility.Agents play a crucial role in simplifying complex AI functionalities.Fireside chats and workshops have been key highlights in community engagement.Recognition through awards fosters motivation and visibility in the tech community.The Future of Work report provides valuable insights into AI's impact on labor markets.AI judgment and perception can affect workplace dynamics and relationships.Collaborative AI is essential for enhancing teamwork and productivity.Key linksFuture of work reportTailwind newsSalesforce refocussing rolesJamie Teevan's keynote at ESPC