customer experience blogs Archives

Predicting: The Future of Customer Engagement

March 2, 2017

By Tricia Morris

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany…...

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Why Customer Experience Must Start from the Inside Out

February 2, 2017

By Tricia Morris

According to Gartner Research , by 2017, 89% of marketers expect customer experience to be their primary differentiator. Yet, at the end of 2016, only 1% could make that claim if Forrester Research’s…...

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What Every CEO Should Know About Customer Service and the Customer Experience

November 18, 2016

By Tricia Morris

According to Forrester Research , more than two-thirds of brands now aim to differentiate based on customer experience. Confirming this, the 2016 Dimension Data Global Contact Centre Benchmarking Report…...

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13 Haunting Customer Service Statistics

October 21, 2016

By Tricia Morris

It’s frightening how much expectations for customer service have grown over the past few years. With more and more technology at their fingertips (and more amazing consumer experiences being presented…...

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What's Driving Digital Transformation?

September 23, 2016

By Tricia Morris

In recent meetings with executives in Los Angeles and Chicago, we asked if the term digital transformation was a familiar one to them. We also asked if digital transformation was underway at their organization…...

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64% of Millennials Say Social Media is an Effective Customer Service Channel

September 2, 2016

By Tricia Morris

Love it or leave it, brands and organizations just can’t shake customer expectations for social customer service, and from Microsoft’s 2016 State of Global Customer Service Report responses…...

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16 Stunning Statistics that Forecast the Future of the Internet of Things

August 5, 2016

By Tricia Morris

When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. But as a famous movie…...

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Are You Closing the Customer Feedback Loop?

July 1, 2016

By Tricia Morris

While many brands and organizations say they are focusing on customer feedback and the Voice of the Customer (VoC), many customers aren’t quite sure that is the case. In Microsoft’s new State…...

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INFOGRAPHIC: 2016 U.S. State of Customer Service

June 3, 2016

By Tricia Morris

As customer service and the customer experience become key differentiators for brands and organizations across all industries around the world, it has never been more important to know as much as you can…...

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16 Top Customer Experience Takeaways from CRM Evolution

May 26, 2016

By Tricia Morris

While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference (as well as the Customer Service Experience and SpeechTEK conferences running concurrently…...

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Growing the Microsoft and Adobe cloud partnership

Last week, I had the opportunity to spend two days at the Adobe Summit, where our longstanding partnership with Adobe grew deeper and stronger. The momentum around Adobe and Microsoft was palpable, and I’m thrilled that we’re offering our mutual customers best-in-class solutions to provide great experiences for their customers. It was an exciting week...

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Alysa Taylor

Corporate Vice President, Business Applications & Industry

Transforming manufacturing with intelligent business applications

Manufacturing has been a driving force for industrial and societal transformation for centuries. Next week, at Hannover Messe—the world’s leading trade show for industrial technology—decades of industrial technology innovation at Microsoft is intersecting with Industry 4.0. As Industry 4.0 ushers in new technological advances to improve operations, competition and customer demands are keeping pace. Customers...

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Lorraine Bardeen

General Manager, Mixed Reality Business Applications

Introducing Dynamics 365 mixed reality applications for HoloLens 2 and mobile devices

Hey everyone! Some of the most inspiring mixed reality fans we’ve met are those who have become champions of forward motion within their organizations. These people are agents of change who look at the working environment around them and discover firsthand the opportunity mixed reality represents to engage employees and improve operations in ways that...

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Blog Posts for Tag: customer experience blogs

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