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Dynamics 365 Blog

A group of customer service representatives with headsets on.

The global state of customer service 

  • By Erin AmstrupProduct Marketing Manager, Dynamics 365 Customer Service
Customer service is frequently cited as a key brand differentiator. It’s no wonder that 90 percent of more than 5,000 respondents in the Global State of Customer Service report agreed that customer service is important to their choice of and loyalty to a brand. Why? Because positive customer experiences create an emotional attachment to a...Read more
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Two people walking down a bright hallway.

Formulas for success with Dynamics 365 and Power Platform 

  • By Alysa TaylorCorporate Vice President, Business Applications & Industry
No two organizations are alike, and neither are the solutions needed to achieve meaningful business results. The one common challenge for every organization, however, is the need to unlock the potential of data to proactively guide the right business outcomes. Dynamics 365 and Power Platform help you achieve this by connecting all of your data,...Read more
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Aerial view of Singapore.

Smart cities: Innovation, inclusion, and IoT 

  • By Sajith SahadevanSenior Product Marketing Manager, Dynamics 365 Field Service
This week, at Smart City Expo—in Barcelona—we’re excited to showcase new innovations that will transform Smart City programs worldwide. Smart cities are no longer science fiction. They’re here and now and growing quickly as the Internet of Things (IoT) expands and spreads throughout municipalities around the globe. Some predict the smart city industry will be...Read more
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Woman using Dynamics 365 Guides with implied motion to assemble an engine.

Enhance your Dynamics 365 mixed reality experiences on HoloLens 2 

HoloLens 2 is now available, with breakthroughs in hardware design, AI, and mixed reality. Dynamics 365 mixed reality applications take full advantage of these breakthroughs to deliver even more immersive ways to learn, communicate, and collaborate hands free. With a HoloLens 2 device, front line workers using Dynamics 365 Remote Assist and Dynamics 365 Guides,...Read more
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Customer experience team meeting at large table smiling in discussion.

Working together to support our mutual customers 

Every customer is unique. Their industry, their size, the regions they operate in, their business model, and even their culture make them distinct from other firms. At Microsoft we believe it’s important to serve our customers with platforms and services that empower them to achieve more. With this as our North Star mission, we work...Read more
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Our vision for the Microsoft customer data platform 

  • By James PhillipsCorporate Vice President, Business Applications Group
Empowering organizations everywhere to gain insight from all their data sources and deliver personalized customer engagement There is a fundamental change occurring across industries and organizations: Data now comes from everywhere and everything. As customers have access to more content, purchasing channels, and brand options than before, the touchpoints become exponential—every website visit, use of...Read more
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Business woman giving presentation on the Power Platform.

Announcing RPA, enhanced security, no-code virtual agents, and more for Microsoft Power Platform 

  • By James PhillipsCorporate Vice President, Business Applications Group
It’s a privilege to work with global organizations every day to help them compete and innovate in a modern, data-driven economy. Our goal with Dynamics 365 and the Microsoft Power Platform is to help your organization drive more impactful business outcomes and take proactive actions that will uniquely position and differentiate your business in the...Read more
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Customer service representative using Dynamics 365 Customer Service.

New digital messaging offer enhances omnichannel features in Customer Service 

  • By Jeff ComstockGeneral Manager, Dynamics 365 Customer and Field Service
Today we’re announcing the release of the new Dynamics 365 Customer Service digital messaging offering. This new digital messaging offering expands and unifies the core capabilities of Omnichannel for Customer Service. With digital messaging, you’re able to further empower contact centers to provide seamless, more personalized customer service across a wide range of channels. Combining...Read more
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Field service technician using Dynamics 365 Remote Assist.

Fuel your field service with mixed reality 

  • By Sajith SahadevanSenior Product Marketing Manager, Dynamics 365 Field Service
Technology is transforming quickly and evolving at an accelerated pace. That evolution is significantly impacting how we work, what we work on, and how we serve our customers. As technology is speeding forward, creating greater efficiencies, it’s also pushing bleeding edge technologies into the mainstream. Mixed reality is a combination of realities—augmented, virtual, and real...Read more
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Dynamics 365 Customer Insights dashboard.

Delivering five star experiences with a customer data platform 

  • By Shruti ShuklaSr. Product Marketing Manager, Microsoft Dynamics 365
For the hospitality industry, founded upon the very premise of providing welcoming and delightful experiences to guests and patrons, the need to continue evolving to meet today’s changing customer demands is vital. While advancements in technology have led to more automated and self-service functions across hospitality organizations like online booking and reservations, it has also...Read more
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Customer Data Platform (CDP): It’s not just for B2Cs anymore 

  • By Shruti ShuklaSr. Product Marketing Manager, Microsoft Dynamics 365
The CDP Institute’s latest research indicates that 34 percent of B2B companies plan to start deploying a customer data platform (CDP) in the next year, compared with just 19 percent of B2C companies. B2Bs have significantly longer and more complex sales cycles that create huge volumes of data, and the relationship-driven nature of B2B business...Read more
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A group of colleagues in discussion in a conference room.

4 essential capabilities to make the most of AI in the workplace 

To realize the benefits of AI, your business needs more than great technology and great data. That’s a given. You need tools and applications your employees will actually use that empower them to quickly develop solutions that drive efficiencies. Then, as they become more familiar with AI, that help them confidently reach for bigger outcomes....Read more
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