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
Learn about the latest trends shaping CX today—and tomorrow—with Judson Althoff, Executive Vice President & Chief Commercial Officer at Microsoft. Read more
As an innovative and forward-thinking organization, Valencia CF is continuously improving the global fan experience and building new connections with their fans. Using Microsoft Dynamics 365, the club gained new and actionable insights and a deeper understanding of its fans. Read more
At the announcement of Microsoft Viva Sales, Paul Greenberg, Founder, Managing Principal, The 56 Group, LLC, often called the “Godfather of CRM” and has written a book, CRM at the Speed of Light, and I were chatting about the state of customer relationship management (CRM) market and the innovations in the last 20 years. One area Read more
With briefcases and suitcases in tow, business-to-business (B2B) sellers have always traveled the distance to meet buyers wherever they are. Buyers are going digital in a big way, so sellers can put away their bags (at least part of the time) and step into digital or hybrid selling. This dramatic shift in B2B buying—more digital, Read more
The business-to-business (B2B) landscape looks drastically different than it used to, thanks to digital acceleration that has reached every corner of our lives. Today’s B2B buyers, accustomed to fast, frictionless, and personalized experiences in their everyday lives, bring those heightened expectations to their roles as business decision-makers in enterprises large and small. To adapt, B2B Read more
The past year has presented enormous changes in both our personal and work lives. But one thing that hasn’t changed is our desire for personalized service experiences and quick resolutions when we have issues. Service, which is often the face of a brand, plays a key role in what that experience looks like. That means Read more
Field service is evolving quickly and changes in technology have made a quantum leap forward in customer engagement, elevating frontline worker effectiveness and optimizing service operations. New technologies and advanced analytics are reshaping field service to dramatically improve service levels, personalize the customer experience, increase productivity, and enhance perceived value. It is these differentiators that Read more
As we enter 2021, we reached out to a few Microsoft partners and asked if they could share with us about their experiences from 2020—how they and their customers faired amidst the challenges presented by the onset of the COVID-19 pandemic, as well as what trends they’re seeing, what lessons they had learned, and what Read more
While the move to e-commerce in the retail industry has been underway for years, the onset of the pandemic last year accelerated the transition as retailers needed to quickly pivot to optimize for online sales in order to adapt. With the help of Microsoft partners, many retail customers around the world were able to make Read more
“It was March 13 at noon. I think that’s when we announced in the company that we were hard stopping,” said John Pence, president and founder of Sunrise Technologies. “I don’t think any of the executive team will ever forget that lunch.” Like John, I’m sure you remember where you were in March of 2020, Read more
Setting up or overhauling a supply chain operation has traditionally been an arduous, complex process. Now, by deploying modern, intelligent cloud applications like Dynamics 365 Supply Chain Management, organizations are demonstrating just how rapidly one can transform operations, especially when guided by the right experts. Invitalia, the Italian national agency for economic development, provided a Read more