Given the myriad capabilities from the technology innovations and market categories, and the fact that service organizations are across the spectrum, what service leaders need is a convenient way to map them to different service levels of sophistication. Essentially, a service maturity model that groups major capabilities and maps them to appropriate levels in the Read more
We’re announcing the preview of a new generative AI-powered experience in Microsoft Viva Sales that helps sellers communicate more effectively with prospects and customers. Read more
Discover the power of innovation and automation at Finance Reimagined on February 28, 2023. Join us for a session specifically designed for CFOs to learn how low-code applications can help your finance team accomplish more with less. Read more
On January 25, 2023, we published the 2023 release wave 1 plans for Microsoft Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities planned to be released between April 2023 and September 2023. This first release wave of the year offers hundreds of new features and enhancements, demonstrating our continued investment to power Read more
By 2026, 60 percent of large enterprises will use total experience to transform their business models to achieve world-class customer and employee advocacy levels. This growing acknowledgement is a positive indicator that service is finally recognized as a core business value driver as support teams became pivotal in retaining customer loyalty and winning new customers Read more
The path to retail resilience in today’s competitive environment revolves around connectivity, agility, and sustainability. Brands should address disruptions and challenges with solutions that can exceed customer expectations, drive profitability, and improve sustainability. Read more
In today’s data-driven business landscape, it’s important to reflect on the fact that the traditional data sets you’ve come to rely upon only provide part of the answer. To get to the heart of your customers’ decision-making, you need to not only consider data that’s inclusive and representative of the customers you are trying to Read more
Marketers today are rethinking their data strategies, looking for ways to take ownership of their customer data and to use that resource to create valued customer relationships in a time of tightening privacy legislation. Microsoft continues to make significant investments in helping organizations across industries fulfill customer demands for privacy and personalization while optimizing marketing Read more
Microsoft HoloLens 2 customers are using mixed reality to expedite the ways they ensure process compliance, improve efficiency, and learn on the job with step-by-step holographic instructions in Microsoft Dynamics 365 Guides. Read more
Microsoft commissioned Forrester Consulting to investigate where companies are succeeding, struggling, and investing in their quest to move toward service-centric business models and project-based operations. Forrester Consulting explored how this trend impacts the global business landscape and associated business teams. Read more
In partnership with Futurum, we surveyed 1,000 global business leaders, technologists, marketers, and data and customer experience professionals, and identified the challenges and opportunities that best-in-class data practices afford customer experience (CX) leaders today. The findings revealed what we had surmised going in—that companies are evolving their customer relationship management (CRM) technologies to meet changing Read more
It is with great pride that Microsoft shares its position as a Leader within the Gartner 2022 Magic Quadrant for Field Service Management for the third consecutive year. Read more