For years, businesses have believed that the power of their brand could overcome most obstacles. It’s why executives were often tasked with “protecting the brand.” In recent years,… Read more
I’m excited to be at the NRF 106th Annual Convention & EXPO—Retail’s BIG Show–here in New York City. We’ll be highlighting Microsoft Dynamics 365 solutions that enable… Read more
According to an MIT Sloan Management Review and Deloitte University Press report, Aligning the Organization for Its Digital Focus , nearly 90% of more than 3,700 business executives, managers and business… Read more
The sales profession is going through a transformation. Social, mobile and digital media (omnichannel experiences) are enabling buyers to be significantly informed at each step of the buying journey. Sellers… Read more
Last month we unveiled and provided a first look at Dynamics 365, showing off the capabilities our customers can expect from these intelligent business applications. Today, we are excited to announce that… Read more
No matter the size or purpose of an organization, quality service begins with customer engagement. Consider The Travel Corporation , which uses the latest technology to improve communications with… Read more
Just a few years ago, Gartner Research conducted a marketing spending survey where 89% of the responding companies said that by 2016, they expected to compete mostly on the basis of customer experience… Read more
Delighting customers is not the key to consistently satisfying customer service. One, it’s hard to do consistently. Two, if you do it consistently, it stops being delightful and starts being an expectation… Read more
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
Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer Service… Read more
With arguably one of the most connected, growing and continuously-changing customer bases, higher education is making use of some of the private sector’s most successful customer service strategies… Read more
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