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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,...

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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...

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Our vision for the Microsoft customer data platform 

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...

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

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...

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New digital messaging offer enhances omnichannel features in Customer 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...

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Fuel your field service with mixed reality 

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...

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Delivering five star experiences with a customer data platform 

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...

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Customer Data Platform (CDP): It’s not just for B2Cs anymore 

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...

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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....

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New scenarios added to Dynamics 365 Higher Education Accelerator 

Dynamics 365 Higher Education Accelerator now includes internships, scholarships, grants, accomplishments, and more. Technology is transforming how institutions engage with students and their constituents and improving student outcomes. Last year at Educause we released the Microsoft Higher Education Accelerator which provided a data model and sample apps and analytics tailored for higher education. Along the...

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Celebrate Customer Service Week and the agents who make it all happen 

Customer Service Week is this week, October 7-11, and it certainly feels like an opportune moment to reflect on how much has changed in the customer service space over the past year. For those of you who understand what goes on behind the veil of customer service, you know how it feels to get in...

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Defining customer experience and customer engagement 

Technology is fueling seismic changes in customer expectations. Research shows that customer expectations continue to rise year over year, while businesses continue to struggle to meet these ever-changing expectations. In response, many businesses are transforming how they understand and value the customer over every channel across the entire customer life cycle. Customer experience and customer...

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