Kristine Risberg
Functional Consultant | D365 Contact Center & Human-Centered Service Advocate
📋 Biography
I'm a Functional Consultant specializing in Microsoft Dynamics 365 and the Power Platform, with a deep focus on D365 Contact Center, Omnichannel for Customer Service, and modern service management solutions powered by AI and Copilot. I thrive at the intersection of feasibility analysis, requirements definition, and solution design — always aiming to translate complexity into clarity for both business users and technical teams. I'm especially passionate about driving product and process development through close collaboration with user organizations and Microsoft's product teams. Whether it's refining how services are delivered or contributing to how the product evolves, I love being part of the feedback loop that shapes smarter, more human-centric tools. Based in the northern latitudes, you’ll usually find me with my nose in a (fantasy) book and 90s metal in my headphones.
✨ High-Impact Contributions 4
Mentoring students and reviewing assignments in Julie Yack’s Power Platform Cohort Program, supporting displaced Ukrainians transitioning into the tech ecosystem through Microsoft Power Platform. I deliver coaching on core concepts, practical use cases, and hands-on development, enabling participants to build foundational skills, gain confidence, and begin creating real-world solutions.
Delivered a session at AgentCon on practical implementation of AI-powered agents across voice (DTMF), SMS, and chat channels using Microsoft Dynamics 365 Contact Center and Copilot Studio. The session focused on real-world use cases where AI can deliver immediate value, demonstrating how different interaction patterns—from structured DTMF flows to conversational chat and asynchronous SMS—require tailored design approaches. Highlighted how to combine deterministic flows and generative AI to balance reliability and flexibility, ensuring consistent customer experiences across channels. Showcased architecture, orchestration, and channel-specific considerations, along with best practices for scaling AI agents beyond pilot scenarios. Provided actionable guidance on how organizations can deploy multi-channel AI agents to improve containment, increase efficiency, and enhance customer experience.
Delivered a session on transforming service operations through a unified case management solution built on Dynamics 365 Customer Service and Contact Center, in collaboration with the Red Cross and CRMK. Showcased how fragmented processes were consolidated into a single, scalable platform supporting both internal and external stakeholders. Highlighted key architectural decisions, governance models, and adoption strategies critical to long-term success. Demonstrated measurable business impact, including improved operational efficiency, reduced case handling time, and enhanced service quality. Explored the role of AI-driven, agentic assistance in augmenting agents, enabling smarter case handling, and supporting more proactive, personalized customer experiences. Shared real-world lessons learned and strategic guidance to support similar transformation journeys.
Delivered a conference session at Nordic Summit 2025 titled “The Seven Cursed Relics of the Contact Center: A D365 Implementation Quest.” The session focused on common challenges in Dynamics 365 Customer Service and Contact Center implementations, including rollout strategy, agent adoption, governance, customization, knowledge management, and AI readiness. Using a narrative-driven format, the session translated real-world implementation pitfalls into practical guidance. Key topics included phased omnichannel rollout, optimizing agent experience, aligning with Microsoft product capabilities, driving adoption through training and leadership, and applying AI responsibly within contact center scenarios. The session aimed to provide both strategic and operational insights to help organizations build scalable, maintainable, and effective contact center solutions on the Microsoft platform.