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Microsoft Dynamics 365 Blog

Blog posts for Artificial Intelligence

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Redefining what it means to understand customer sentiment 

  • By Brock BramesProduct Marketing Manager, Microsoft Dynamics 365 Customer Voice
According to a recent survey by Gartner, companies that have seen a positive revenue growth collect more customer experience data than non-growth companies. However, collecting direct feedback from customers is only half the story of customer sentiment, especially with increased opportunities for the customer’s voice to be heard through multiple channels. Unsolicited feedback, such as online reviews on e-commerce platforms,...Read more
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5 insights on how to connect experiences with customer data platforms 

  • By Shruti ShuklaSr. Product Marketing Manager, Microsoft Dynamics 365
If you’re familiar with customer data platforms (CDPs), you may know that they provide a unified view of individual customer records. It’s a tool every marketer needs, but what role should your CDP play in helping to improve customer experiences? We sat down with Sheryl Kingstone of 451 Research, a part of S&P Global Market...Read more
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2020 release wave 2 plans for Dynamics 365 and Power Platform now available 

  • By Mo OsborneCorporate Vice President and Chief Operating Officer, Business Applications Engineering
Today, we published the 2020 release wave 2 plans for Microsoft Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities that will be released between October 2020 and March 2021. This second release wave of the year offers hundreds of new features and enhancements, demonstrating our continued investment to power digital transformation for our...Read more
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How Microsoft and American Express help merchants battle fraud 

  • By Brenda BownGeneral Manager, Microsoft Business Applications
Many of us have experienced a rejected credit card transaction when shopping online. Questions flood the mind such as “Did I pay my bill?” “Have I exceeded my credit limit?” “Was my card stolen?” Too often, fraudulent activity alerts triggered for card-not-present transactions (those conducted online or over the phone) result not from customer actions,...Read more
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Derive actionable insights from your customer service data 

  • By Tessa PalmerGroup Product Manager, Microsoft Dynamics 365
We’re introducing a new homepage within Dynamics 365 Customer Service Insights that deciphers data into a more consumable view. By surfacing key topics discovered and generated by AI, customer service managers can more easily discover issues and monitor progress. Organizations today are often faced with the challenge of information overload that might hinder their path...Read more
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Dynamics 365 Customer Service general availability roundup 

  • By Jeff ComstockVice President, Dynamics 365 Customer Service and Field Service
By listening to our customers and keeping a focus on the horizon, Dynamics 365 Customer Service continues to provide you with the ability to differentiate your brand by consistently delivering exceptional customer service. Our vision is clear: to help you earn customers for life. Each new feature helps solve business challenges, empowering every manager and...Read more
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Improve efficiency and quality with AI-infused finance processes 

  • By Georg GlantschnigGeneral Manager, Dynamics 365 Finance, Project Operations, and Human Resources
AI is going to transform the finance function. This common platitude is typically backed with little or no substance. However, when addressing common finance challenges, the opportunities for transformation become abundant. Workstreams are often hindered by legacy technology and traditional processes. Employees are expected to work quickly and accurately, but have a huge workload of...Read more
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Introducing Microsoft Dynamics 365 Project Operations 

  • By Muhammad AlamCorporate Vice President, Microsoft Dynamics 365
Services success = superior project experiences + accelerated project delivery + empowered employees + maximized profitability Today’s project-based services businesses operate in a highly competitive market, where winning new deals, accelerating project delivery, and increasing profit margins are significant challenges. Teams within these organizations are using disconnected systems for sales, project management, collaboration, and financials...Read more
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New AI features connect and extend insights across the organization 

Today we’re unveiling new and enhanced artificial intelligence (AI) capabilities across Dynamics 365 applications, as well as a new solution to help project-centric services organizations transform their operations. Joining more than 400 new and updated features in the 2020 wave 1 release, these new capabilities expand a fast-growing set of applications powered by AI-driven insights, and further propel our vision to empower every organization...Read more
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Create an amazing e-commerce customer experience with fraud protection 

  • By Kapil TandonCore Product Manager Lead, Dynamics 365 Fraud Protection
Fraud is a huge barrier for everyone involved in an e-commerce transaction. From the bank, to the merchant, and the customers themselves, fraud prevention can add friction to the customer experience and cause inaccurate approvals or wrongful rejections that result in increased operational costs and, ultimately, decreased revenue. There is a new approach to fraud...Read more
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What’s in store for retail with the customer data platform 

  • By Shruti ShuklaSr. Product Marketing Manager, Microsoft Dynamics 365
According to industry analysts, 2020 will bring exciting innovations that promise to reshape the retail industry. Let’s take a look at the opportunities and explore the data challenges resulting from these trends. Augmented reality (AR) takes the stage Technology is catching up with expectations, with second generation augmented reality tools that make the technology more...Read more
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2020 release wave 1 plans for Dynamics 365 and Power Platform now available 

  • By Mo OsborneCorporate Vice President and Chief Operating Officer, Business Applications Engineering
Today, we published the 2020 release wave 1 plans for Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities that will be released between April and September 2020. The new features and enhancements demonstrate our continued investment to power digital transformation for our customers and partners. Dynamics 365 The first release wave of the...Read more
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