Uploaded March 2026 | Updated September 2026, 1 day ago

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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