customer experience blogs - Microsoft Dynamics 365 Blog

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…...Read more

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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…...Read more

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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…...Read more

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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…...Read more

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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…...Read more

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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…...Read more

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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…...Read more

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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…...Read more

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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…...Read more

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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…...Read more

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6 Ways Communities Complement Customer Service

May 13, 2016

By Tricia Morris

In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences…...Read more

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For Self-Service Success: Focus on Customers First, Not Cost Savings

April 8, 2016

By Tricia Morris

As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave? Forrester…...Read more

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

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

Meet Context IQ—A new way to collaborate in a hyperconnected business

Across industries, businesses are experiencing a tectonic shift in how, when, and where people work. In today’s decentralized workplace, everyone needs simple ways to connect, share ideas, and collaborate wherever they are located. Today, at Microsoft Ignite, we are announcing Context IQ, a set of capabilities for Microsoft Dynamics 365 and Microsoft 365 that integrate...Read more

Introducing voice channel for Dynamics 365 Customer Service

Today, I am excited to announce the general availability of the first-party voice channel for Microsoft Dynamics 365 Customer Service. With the addition of the voice channel, built on the same planet-scale platform as Microsoft Teams, Dynamics 365 Customer Service expands to become the all-in-one digital contact center solution. Organizations can now provide consistent and...Read more

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