Most weeks I'm somewhere between a client's CRM and the agents that are starting to run parts of it. This site is my notebook, cleaned up for you: the builds, the numbers, what broke, and what the documentation didn't say. If you implement these products — or you're deciding whether to — you're who I'm writing for.
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5× FastTrack Recognized Solution Architect Dynamics 365 Customer Engagement · 2022 – 2026 
The manual cost of a support email, counted; what Dynamics 365 Customer Service does about it with nothing built; and the personal setting that creates contacts behind your back.
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Microsoft's MAI-DxO solved 83% of complex diagnostic cases in a Science study; generalist physicians working alone with references solved 36%.
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Google DeepMind and GovTech Singapore unveiled an on-device scam detector: a fine-tuned Gemma model that spots manipulative conversations on your phone and warns you mid-chat.
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