customer experience blogs Archives - Microsoft Dynamics 365

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…...

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…...

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…...

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…...

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…...

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…...

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…...

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…...

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…...

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…...

The Microsoft Power Platform – Empowering millions of people to achieve more

There has been a lot of energy surrounding Microsoft’s Power Platform lately. A couple of weeks ago during a presentation he gave on campus, Satya Nadella talked about the importance of the Power Platform and how it serves as a core offering for our customers. Microsoft 365, Dynamics 365, and the Power Platform on top...

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Lorraine Bardeen

General Manager, Mixed Reality Business Applications

Mixed reality 2018 year in review (and what’s to come in 2019)

Hi everyone! I hope this month’s blog finds you well. Before we dive in, I wanted to take a quick moment to wish you all a happy holiday season and a great end to 2018. May the next few weeks bring you an abundance of joy and time well spent with those closest to you....

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Mo Osborne

Corporate Vice President and Chief Operating Officer, Business Applications Engineering

Announcing the Dynamics 365 April ‘19 release timeline

In July 2018, we announced a set of changes to the way we deliver Dynamics 365 updates to help you stay current in a consistent, predictable, and seamless manner. Today, I want to follow-up with an update on our progress since July, as well as reveal the timeline and details for the April ’19 release....

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