Case study ·
Microsoft Global Small and Medium Business: betting on agentic AI
Original title, in French: “Microsoft Global Small and Medium Business: The Bet on Agentic AI ^ 327040”
- Publication
- Harvard Business Review (United States) · subscribers only
- Author
- Hubert Joly
- Published on
- 2 October 2026 · read in the publisher's feed
Summary
This Harvard Business School case study describes how Microsoft executive Allison West Hughes sought to use agentic AI to accelerate Microsoft's growth in the small and medium-sized business market, by better covering customers not served by human sales channels. Working with a cross-functional team, she launched an agentic sales solution designed to increase customer touchpoints, provide better service and enable human teams to achieve more. The text discusses the challenges the team faced in pursuing this project, without detailing any quantified results in the accessible section.
Summary based on the beginning of the article, the rest being restricted to subscribers.
Read the article on Harvard Business Review →Classification
- Country
- United States
- Company size
- SMEs
- Industries
- Software vendors, IT services companies, telecoms
- Companies
- Microsoft (deploys AI)
- Keywords
- agentic AI, sales, microsoft, SMEs, sales transformation
Entry written by Marsanne Studio from the cited article, with the help of an AI model (claude-sonnet-5). The rights to the article and its illustrations belong to Harvard Business Review and its author. Entry translated from French by Claude Sonnet 5.5.