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Dina Apostolou

Director of Product Marketing, Dynamics 365

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a hand holding a cellphone

We often hear the phrases customer experience and customer engagement used interchangeably. But these terms have completely separate meanings. Customer experience is a single event with the customer—a service issue, a promotion, a survey. Customer engagement is a collection of customer experiences that impact engagement such as loyalty, advocacy, and so on. Both customer experience...Read more
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A group of colleagues in discussion in a conference room.
A group of colleagues in discussion in a conference room.

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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Two business people meeting outside with a city skyline behind them.
Two business people meeting outside with a city skyline behind them.

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...Read more
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A group of people walking on in the office.
A group of people walking on in the office.

If AI is so transformative, why haven’t more enterprises embraced it already? Perhaps we’ve been trying to force a square peg into a round hole by asking people to adapt to AI, instead of the other way around. At Microsoft, we’re striving to change that. We believe business users closest to specific problems have the...Read more
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Coworkers sitting around a conference table collaborating with their laptops.
Coworkers sitting around a conference table collaborating with their laptops.

A recent survey of over 200 B2B sales leaders conducted by Heinz Marketing and Microsoft, sheds light on the accelerating shift to relationship selling models across a wide variety of organizations. The results are clear: the highest-performing teams are abandoning boilerplate sales funnels to nurture genuine relationships at scale, enabled by technology that provides sales...Read more
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We know that your business success is directly tied to how well you are equipped to respond to your customers in a digital environment. That’s why we’re pleased to continue delivering progress on our strategic partnership with Adobe. Our joint efforts are helping enterprises transform their customer experiences, and drive more efficient business processes. Together...Read more
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