From Handshakes to AI: Toastmasters Evolves for a Global Future
For over 100 years, Toastmasters International has helped millions conquer glossophobia—the fear of public speaking—through live practice, structured feedback, and a strong sense of community. From local club meetings to international conferences, the nonprofit has built a legacy of empowering voices. Now, it’s embracing a new chapter: AI-powered transformation. Tradition Meets Technology Toastmasters is proving that tech and tradition can thrive together. With clubs in 150 countries and a growing global membership, the organization is modernizing how it connects, supports, and grows. From streamlining call center operations with Microsoft Omnichannel to editing educational materials with Microsoft 365 Copilot, Toastmasters is leveraging digital tools to enhance—not replace—the human touch. “Toastmasters is about human beings connecting with human beings and technology is helping us do that.” — Jason Caldwell Club Quality and Member Support Manager Smarter Support, Seamless Experience With just 30 call center staff serving 270,000 members worldwide, Toastmasters needed a smarter way to manage interactions. Enter Dynamics 365 Customer Service and Copilot-enabled Contact Center—a unified platform that centralizes calls, chats, and emails, giving staff a complete view of each member’s journey. Generative AI now summarizes conversations, manages cases, and even frees staff from typing during calls, allowing them to focus fully on the person behind the question. “It connects all the dots, giving everybody the information they need when they need it.” — Jason Caldwell Self-Service That Scales Toastmasters also adopted Dynamics 365 Finance and Operations, enabling members to join and pay dues online for the first time. This shift improves security, accuracy, and accessibility, especially for younger members who expect digital-first experiences. “It the twenty-first century, so we need to digitize the experience for our members.” — Heidi Hollenbeck, COO and CIO Meet Ora Tor: AI That Listens and Learns To further enhance member support, Toastmasters built Ora Tor, a generative AI chatbot using Microsoft Copilot Studio. Ora Tor draws from a rich knowledge base curated by staff, offering 24/7 answers to common questions and reducing barriers to engagement. Opening Doors to the Future Digitization isn’t just about efficiency—it’s about inclusion and growth. By offering a modern, tech-enabled experience, Toastmasters is attracting a younger, more diverse demographic, while making it easier for current members to stay involved. “Digitizing helps us open our doors to more people.” — Diana Passow, Marketing and Communications Director A Century of Impact, Powered by Innovation From handshakes to AI, Toastmasters is evolving to meet the needs of a global future. With Microsoft Dynamics 365 and Copilot technologies, the organization is scaling its mission, strengthening its brand, and continuing to empower speakers worldwide. To learn more about how they’re using AI to empower speakers worldwide, please visit: https://www.microsoft.com/en/customers/story/23396-toastmasters-international-dynamics-365-customer-serviceWant to Assist with Exam, Assessment, or Learning Development?
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