Brock Brames articles

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Brock Brames
Product Marketing Manager
Female call center employee standing at cubicle desk, using desktop computer. Two monitors shown (one with Windows 7 log in screen visible) and a phone on desk. There are several other cubicles in the call center office.
Published 
4 min read

Deliver authentic customer service with Dynamics 365 

Human interaction is at the cornerstone of every experience and today’s world has dramatically shifted what that means. Customers expect each touchpoint with businesses to be authentic, timely, and efficient, which has led to a rapid acceleration of customer engagement tools. Perhaps most important is customer service scenarios, where businesses must act on customer feedback
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Published 
3 min read

New features personalize customer experiences in Dynamics 365 Customer Voice 

In a rapidly changing landscape, interactions between customers and organizations have become the cornerstone to bottom-line success and brand loyalty. That’s why Microsoft Dynamics 365 Customer Voice empowers organizations to easily scale feedback capture for agile responses and personalized customer experiences, all in a robust feedback management solution. With the 2021 release wave 1 updates
A man sitting on a couch writing in a notebook
Published 
3 min read

Utilize surveys to understand data in your customer data platform 

Every department—from marketing to sales to customer service—needs to be aligned on one view of the customer so they can make the best engagement decisions. That’s why Microsoft Dynamics 365 Customer Insights customers are automatically entitled to Microsoft Dynamics 365 Customer Voice so organizations can build a unified view of customers by combing direct survey feedback with rich customer data.
Adult male in home office environment using Microsoft OneNote at a desk with a black Microsoft Surface Pro 7 in studio mode.
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3 min read

How you can collect feedback and protect customer information 

As today’s world expands with a massive wealth of customer information gleaned from brand interactions, purchases, services, and experiences—truly understanding your customers is of the upmost importance. The traditional approach of analyzing one piece of purchase data or one simple survey is insufficient for businesses looking to make an impact on the bottom line. With
graphical user interface of Dynamics 365 customer voice
Published 
4 min read

Personalize responses to employee feedback to transform return to work 

As companies navigate an environment of rapid change, raised safety standards, and a new digital world, transformative approaches are needed to successfully maintain a healthy, thriving business. That’s why Microsoft Dynamics 365 Customer Voice has bridged the gap between collecting feedback and building informed responses. Employee safety is paramount to sustaining business in our current
Male business professional at breakfast on a Dell device running Microsoft Excel
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4 min read

3 updates to gather and manage feedback with Dynamics 365 Customer Voice 

It has never been more important to listen to your customers, especially as customer journeys adapt to tectonic shifts in buying behavior. Microsoft Dynamics 365 Customer Voice was made generally available on September 1, 2020 to help simplify feedback collection, measure sentiment across channels, and empowering organizations to react more quickly to customer needs. With
Woman holding a mug with laptop on dining room table with an HP Elite Dragonfly. Keywords: remote work, remote working, work from home, working at home, home office
Published 
3 min read

Redefining what it means to understand customer sentiment 

According to a recent survey by Gartner, companies that have seen a positive revenue growth collect more customer experience data than non-growth companies. However, collecting direct feedback from customers is only half the story of customer sentiment, especially with increased opportunities for the customer’s voice to be heard through multiple channels. Unsolicited feedback, such as online reviews on e-commerce platforms,