How retailers are using Copilot to personalise customer experiences
In the retail world, customer expectations are evolving fast. Shoppers want more than just products – they want seamless, personalised experiences. But delivering on that promise requires more than just front-end engagement. It demands operational agility, real-time visibility, and connected systems across finance, inventory and supply chain.
Enter Microsoft Copilot – a powerful AI assistant that’s helping retailers transform how they work, connect with customers, and deliver standout experiences. And with Xpedition as your guide, the journey from ambition to action becomes not only achievable, but scalable.
The power of personalisation and operational intelligence
Retailers have no shortage of data. The challenge lies in turning that data into meaningful, real-time insights that drive action. Copilot, integrated with Microsoft Dynamics 365 helps bridge that gap – not just in customer engagement, but across the entire retail operation.
By surfacing insights from customer profiles, purchase history, browsing behaviour, and even sentiment analysis, Copilot empowers retail teams to tailor every interaction – from digital marketing campaigns to in-store experiences.
At the same time, Copilot supports operational teams by analysing stock levels, forecasting demand, identifying supply chain risks, and surfacing financial insights – helping retailers make faster, smarter decisions that impact the bottom line.
Real use cases: Where Copilot is making a difference
At Xpedition, we work closely with retail brands to implement practical, high-impact AI solutions. Here are just a few ways we’re seeing Copilot being used to elevate customer experience:
Inventory and supply chain visibility
Copilot helps retailers monitor stock levels in real time, forecast demand, and identify potential supply chain disruptions. This ensures the right products are in the right place at the right time – reducing waste, improving availability, and supporting sustainability goals.
Finance and profitability insights
Integrated with Business Central, Copilot can surface trends in margins, cash flow, and cost centres, helping finance teams make informed decisions quickly. Whether it’s identifying underperforming product lines or tracking the financial impact of supply chain delays, Copilot brings clarity to the complexity.
Personalised in-store experiences
Copilot equips store associates with real-time customer insights, enabling more meaningful, one-to-one interactions. From suggesting complementary products to identifying high-value customers, Copilot ensures every opportunity to personalise the experience and drive sales is captured.
Targeted marketing campaigns
Through analysing customer data and behaviour, Copilot assists marketing teams in crafting campaigns that resonate. From subject lines to product recommendations, AI helps tailor content that converts.
Customer service with added context
Integrated with Dynamics 365 Customer Service, Copilot provides agents with instant summaries of past interactions, open cases, and sentiment cues – reducing resolution times and improving satisfaction.
Where Xpedition comes in
With over 25 years of experience and deep expertise in the retail sector, Xpedition understands the unique challenges and opportunities facing modern retailers. Our team of AI and Dynamics 365 specialists work alongside you to design and implement solutions that are tailored to your brand, your customers, and your business goals.
Whether you’re looking to enhance customer engagement or streamline operations, we help businesses unlock the full potential of Microsoft Copilot – across Dynamics 365 – turning data into action, and ambition into impactful results.
Start your AI journey with confidence
Personalisation is no longer a nice-to-have – it’s a competitive necessity. But it’s only one part of the picture. With Copilot, retailers can deliver tailored, intelligent engagement while also gaining the operational visibility and agility needed to thrive in a fast-moving market.
Ready to see what’s possible? Download our eBook, The Quest for Business Excellence, to explore how AI is transforming retail and how Xpedition can help you lead the way.