customer service reports Archives

Microsoft Wins in 2017 CRM Magazine Service Leader Awards

March 30, 2017

By Tricia Morris

As we continue to innovate across Microsoft with our customers and their digital transformation needs in mind, customer service and customer engagement are a top focus. Through our own State of Global…...

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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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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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Brands Reveal Big Gains from Incremental Improvements in Customer Service

February 26, 2016

By Tricia Morris

Does adding service channels, leveraging customer feedback and analytics, empowering agents with easier access to knowledge and creating a more customer-centric culture really make that big of a difference…...

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INFOGRAPHIC: 2015 State of Multichannel Customer Service

July 31, 2015

By Tricia Morris

A newly-released 2015 U.S. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around…...

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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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Alysa Taylor

Corporate Vice President, Business Applications & Industry

New AI, mixed reality business solutions lead the way for Microsoft Dynamics 365

Today at Microsoft Business Forward in Paris, France we connected with hundreds of global business leaders to share our vision for Microsoft Business Applications. In addition, I had the privilege to unveil new Dynamics 365 AI and mixed reality applications, and new solutions to help businesses unlock deeper insights from data across their organizations. The...

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Alysa Taylor

Corporate Vice President, Business Applications & Industry

Microsoft Business Applications for Healthcare: Empowering teams for exceptional patient experiences

This week at the HIMSS 2019 conference, the healthcare IT community will explore solutions to the most urgent challenges facing modern health. Microsoft will share new innovations to help health organizations navigate the complex technology transformations needed to deliver modern patient experiences that promote successful treatments and well-being. The Microsoft Healthcare team will showcase intelligent...

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