Today’s customers expect more engaging, personalized service experiences from the brands they choose. They want intelligent self-service that offers always-on digital convenience. And they expect agents, whether human or virtual, to not just know who they are, but to already have an idea why they are reaching out and how to help. That’s why we
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
Today we are excited to announce the preview of our demand driven material requirements planning (DDMRP) feature for Microsoft Dynamics 365 Supply Chain Management. The evolution of MRP DDMRP is the next evolution of material requirements planning (MRP), which has a long and storied history in manufacturing. From its origins in the early 1960s as
We are thrilled to introduce the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative contact center solution designed to deliver seamless customer journeys.
As the world continues to rebuild and forge a path to a new normal post-COVID-19, more and more business travelers will once again hit the road. Looking further ahead, the Global Business Travel Association expects business travel to fully recover by 2024.1 While this is certainly a welcomed sign of recovery, the uptick in business
On July 12, 2022, we published the 2022 release wave 2 plans for Microsoft Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities that are planned to be released between October 2022 and March 2023. This second release wave of the year offers hundreds of new features and enhancements, demonstrating our continued investment to
Field service organizations have traditionally operated under the break-fix model—that is, responding to a device failure after the customer reports an issue. This operating model has grown antiquated due to rising costs and inefficiencies in labor and operations. It is also proving less than effective in satisfying the customer’s growing expectations. The field service industry
At some point, we’ve all experienced regret over not doing something. Opportunity passes us due to our over analysis, indecision, and uncertainty. Even though we’ve all done this, we rarely seek the advice of others, thinking our situation is somehow unique or different. This rationale is common among the on-premises organizations we speak to. They
The momentum of e-commerce continues. In fact, McKinsey & Company has stated that e-commerce shopping has 30 percent higher penetration than pre-COVID-19 pandemic, and that this pandemic has also accelerated e-commerce growth by five years.1 The COVID-19 pandemic certainly explains part of the growth in the demand, but it is not the whole story. Other
This post is co-authored by Tony Lorentzen, Senior Vice President and General Manager Intelligent Engagement, Nuance. Since Microsoft and Nuance joined forces earlier this year, both teams have been clear about our commitment to putting our customers first. Microsoft and Nuance are dedicated to ensuring our products complement each other, accelerate better business outcomes, and
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
Although the pandemic exposed our supply chain fragilities, there are other factors that will continue to disrupt our supply chains for the foreseeable future. Geopolitical tensions between world superpowers are forcing companies to change how they trade, source, and manufacture goods, so redesigning your supply chain networks or setting up new supply chains to gain
