Microsoft Partners Must Adapt as AI Reshapes Customer Expectations

The Microsoft partner landscape is undergoing significant changes as artificial intelligence (AI) revolutionizes what customers expect from Teams, contact center, and communications technology.

Mefteh Werghemmi, co-founder and CEO of Heedify, a Microsoft partner, noted that the shift from implementation to helping customers understand how to apply AI is already visible among systems integrators and managed service providers.

The change is particularly apparent in customer experience and voice AI. Larger partners are building dedicated teams focused on understanding customer requirements and mapping them to emerging AI capabilities.

Werghemmi emphasized that the opportunity now extends beyond deploying a contact center or connecting a voice system, as AI provides another way for partners to engage with customers around how their communications and customer-service operations work.