Microsoft Dynamics 365 Blog

The CX Dilemma: 4 pivotal questions every CX leader must ask 

6 min read

We understand that for customer experience (CX) leaders everywhere, this feels like a precarious time. As we stare down a recession and navigate the lasting effects of COVID-19 on supply chains and the way we work, digital acceleration continues throughout every business. Disruptions to customer engagement are adding similar instability. Customer interactions across digital channels Read more

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Get unparalleled value with Dynamics 365 Marketing 2022 release wave 1 

6 min read

I am thrilled to share an overview of the exciting new capabilities coming in the 2022 release wave 1 for Microsoft Dynamics 365 Marketing, and more importantly, the value that these new capabilities will bring you because we’ve tailored it to meet, and exceed, the needs of today’s marketers and their customers. Marketing has always Read more

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Dynamics 365 Marketing approaches responsible AI with intention 

6 min read

At Microsoft Ignite, Microsoft Dynamics 365 Marketing announced a range of new AI features. We strongly believe in the power of AI to help businesses and their customers grow. We also recognize that these new technologies have the potential for misuse and harm. That’s why in Dynamics 365 Marketing, we are taking an intentional and Read more

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The most important customer experience metrics (that you’re not tracking yet) 

4 min read

Marketing professionals go to great lengths to understand customers. Detailed personas are written to identify the motivations, interests, and buying patterns of prospects and customers. But all too often, these personas—and their resulting customer journeys—are informed by data points important to the organization, not the customer. You cannot claim to be customer-centric, customer-first, or customer-obsessed Read more

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Dynamics 365 Marketing is leading the way with personalized engagement 

5 min read

Customer engagement professionals still need to build relationships, trust, and loyalty to be successful, but how we achieve these outcomes has fundamentally changed. Those changes offer the opportunity to be more effective than ever at driving these results. To meet customer expectations, marketers are looking to create end-to-end customer experiences that are customer-led, highly personalized, Read more

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Introducing Microsoft Customer Experience Platform: A solution for connected customer experiences 

6 min read

Engaging with customers in today’s world is multifaceted, spanning everything from generating that initial spark of interest, to closing a sale and nurturing the relationship, to delivering exceptional ongoing service and support. Today, those experiences are often disconnected, and customer relationships are fragmented. On top of that, our expectations as customers have risen dramatically. We Read more

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Create a sense of purpose with hyper-personalized experiences 

3 min read

Volunteers and donors are the lifeblood of the non-profit world. Their contribution is often immeasurable, with life-changing impact to the individuals and communities they help. Although they should be treated the same way as a valued customer, in reality, they encounter less than inspiring experiences. The moment they opt-in, or donate time or money, they Read more

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Customer journey orchestration: The next frontier of connected experiences 

3 min read

A decade ago, marketing was focused on guiding the customer through predictable stages of awareness, consideration, and purchase. We were relatively assured that if we reached x number of eyeballs, we could expect y number of responses and z number of conversions. That world no longer exists. Eighty-one percent of consumers1 want to purchase from Read more

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Deliver personalized digital customer engagement with Dynamics 365 

3 min read

Consumers and businesses are increasingly turning to digital platforms for relevant product and service information, making it critical for companies to effectively meet and exceed customer expectations through digital services and technology. Microsoft Dynamics 365 is helping organizations meet this challenge by connecting and unifying commerce and marketing activities. By bringing together solutions such as Read more

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