Craig Wagner

Founder & Director of BrightPrompt AI, with 20+ years' experience across business design, customer experience, contact centre transformation, CRM modernisation and AI-enabled service improvement across South Africa and the UK. Combines business architecture, CX design, value case development and process improvement with hands-on low-code and AI delivery across Microsoft Dynamics 365, Power Platform, Copilot Studio, Power Automate, SharePoint, Teams and Microsoft 365 Copilot adoption. Experienced in shaping data-aware solution designs, including data migration considerations, conceptual data models, integration patterns and target-state architecture required to modernise CRM, service and AI-enabled workflows.

Recent experience includes shaping legacy CRM replacement value cases, supporting Dynamics 365 Customer Service and Power Platform adoption, building Copilot Studio knowledge-agent prototypes, designing SharePoint-grounded assistants and advising on practical AI governance, release readiness and measurable productivity outcomes.

Founder & Director at BrightPrompt AI (2026-04 – Present)

Founded BrightPrompt AI to help organisations move from AI interest to practical, governed adoption using business design, AI strategy, Microsoft Power Platform, Copilot Studio, SharePoint, Teams, Dynamics 365 and workflow automation.

• Advise business, operations, service, compliance and knowledge teams on AI use case selection, readiness, governance, release planning and measurable adoption outcomes.
• Design Microsoft-stack AI agent concepts using Copilot Studio, SharePoint-grounded knowledge, Power Automate, Teams and Dynamics 365 Customer Service patterns.
• Develop reusable AI adoption assets, including readiness checklists, governance frameworks, implementation guides, release controls and business-facing templates.
• Translate operational pain points into practical AI-enabled opportunities across service, compliance, knowledge management, structured intake and workflow automation.
• Create proof-of-concept and prototype approaches that allow stakeholders to test business value, usability, risk controls and adoption feasibility before scaling.

Business Consultant at Sanlam Group (2020-01 – 2026-03)

Acted as business-technology bridge within the Business Design environment across CRM modernisation, CX transformation, operating model design, value case development and Microsoft platform adoption.

• Led business-technology alignment for customer experience modernisation initiatives and supported business architecture, capability reuse and value realisation planning across platform adoption initiatives.
• Guided proof-of-concept activity, group-wide RFP/RFQ design, vendor evaluation and implementation partner selection.
• Supported target-state architecture design for CRM and service modernisation initiatives, including process flows, integration touchpoints, data migration considerations and alignment between business capabilities, customer data and platform design.
• Delivered a comprehensive business case for replacing legacy CRM capabilities with Microsoft Dynamics 365 and wider Microsoft platform capabilities, including cost-benefit analysis and strategic value alignment.
• Collaborated with Microsoft implementation partners to configure, test and evaluate Dynamics 365 Customer Engagement and Power Platform components as part of proof-of-value activity.
• Contributed to data migration and data model design considerations for legacy CRM modernisation, including business data requirements, source-to-target mapping, entity relationships and readiness for Dynamics 365 / Power Platform adoption.
• Supported embedded Copilot capabilities in Dynamics 365 Customer Service for case summarisation, knowledge surfacing and agent productivity improvement.
• Built production-ready prototype knowledge bots using Copilot Studio, including adaptive-card workflows for funds, maintenance and learning support scenarios.
• Explored Azure AI capabilities including document intelligence, sentiment, translation and intent analysis as part of wider platform evaluation.
• Guided solution design and integration discussions for outbound telephony capabilities within Dynamics 365 for the Sanlam Direct D2C environment.

Business Consultant at Glacier by Sanlam (2019-01 – 2020-12)

• Led the initial RFI initiative for contact centre platform and CRM replacement, contributing to the Sanlam Group-wide RFP selection of Microsoft Dynamics 365 and the broader Microsoft enterprise stack.
• Defined service requirements by aligning technology choices to customer experience goals and operational service standards.
• Analysed service environments to identify change drivers, process improvement opportunities and automation potential.
• Established foundations for omnichannel experience design and an intelligent contact centre blueprint.

Senior Business Analyst & Workforce Optimization Consultant at ATIO (2017-01 – 2019-12)

• Delivered speech and text analytics using NICE and Verint to inform CX improvement and digital strategies for contact centre clients.
• Led end-to-end implementation of automated quality management systems, including solution configuration, user training and change management.
• Managed delivery of workforce optimisation solutions and analytics programmes aligned to business transformation goals.
• Mentored Business Analysts and supported executive decision-making through data-driven insight reporting.

Business Analysis, Workforce Optimisation Consulting, CX Strategy and Project Management roles at Multiple (Clarotech Consulting, INOVO Telecoms, Croydon Council, Spire Healthcare, Premium Credit, The Carphone Warehouse, 20twenty Internet Bank, Standard Bank of South Africa) (1995-01 – 2016-12)

Held roles across Business Analysis, Workforce Optimisation Consulting, CX Strategy and Project Management with Clarotech Consulting, INOVO Telecoms, Croydon Council, Spire Healthcare, Premium Credit, The Carphone Warehouse, 20twenty Internet Bank and Standard Bank of South Africa. Built deep experience in contact centre operations, performance analytics and process optimisation, forming the foundation for later specialisation in AI-enabled CRM and service transformation.