Microsoft Dynamics 365 Blog

Using AI to better understand and engage your customers 

2 min read

Artificial intelligence (AI) has been around for some time now. What was once an elusive technology only accessible to those with vast resources and budget is now being democratized and attainable for every organization. With prebuilt AI capabilities embedded in enterprise solutions, organizations can now benefit from AI. Organizations can process and interpret enormous volumes…Read more

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Delivering five star experiences with a customer data platform 

3 min read

For the hospitality industry, founded upon the very premise of providing welcoming and delightful experiences to guests and patrons, the need to continue evolving to meet today’s changing customer demands is vital. While advancements in technology have led to more automated and self-service functions across hospitality organizations like online booking and reservations, it has also…Read more

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Customer Data Platform (CDP): It’s not just for B2Cs anymore 

2 min read

The CDP Institute’s latest research indicates that 34 percent of B2B companies plan to start deploying a customer data platform (CDP) in the next year, compared with just 19 percent of B2C companies. B2Bs have significantly longer and more complex sales cycles that create huge volumes of data, and the relationship-driven nature of B2B business…Read more

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Defining customer experience and customer engagement 

5 min read

Technology is fueling seismic changes in customer expectations. Research shows that customer expectations continue to rise year over year, while businesses continue to struggle to meet these ever-changing expectations. In response, many businesses are transforming how they understand and value the customer over every channel across the entire customer life cycle. Customer experience and customer…Read more

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Dynamics 365 Customer Insights – September 2019 release notes 

1 min read

The Dynamics 365 Customer Insights team is happy to announce new updates made available in the last month! NEW FEATURES Triggers now available in Microsoft Flow Better performance for our connector in Power BI Match rules reordering and duplication Triggers now available in Microsoft Flow Dynamics 365 Customer Insights connector now has two triggers that…Read more

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Customer centricity: A key priority across lines of business 

3 min read

In today’s content and product-saturated marketplace, personalization is the key to standing apart from the competition. According to a recent study by Frost & Sullivan, by 2020 customer experience is expected to overtake price and product as the key brand differentiator, and companies globally lose over $300 billion each year due to poor customer experience….Read more

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Build a better bot: know your business and customers 

3 min read

Increased customer engagement, time savings, cost reduction, and customer satisfaction are factors driving many organizations to deploy customer service bots. And it’s easy to see why – customer service bots, such as those built on the Dynamics 365 Virtual Agent for Customer Service framework, enable scalable and cost-effective solutions for businesses to fulfill this drive….Read more

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Customer data platform: Going beyond MDMs and CRMs 

4 min read

In today’s competitive buying market, customers have access to more content, purchasing channels, and brand options than ever before. With an overload of information and choices available, businesses can no longer survive by simply providing the bare minimum necessary to keep customers from leaving. Instead, they must demonstrate they understand and value their customers and…Read more

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Customer data platform: A win-win for the entire C-suite 

3 min read

Adding a data-driven customer experience strategy can help organizations remain competitive and engage customers in more meaningful ways. Interestingly, this is no longer a marketing-only function and requires a shared effort across the business in order to be successful. Chief marketing officers can’t rely solely on traditional methods and channels to connect with audiences anymore….Read more

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Dynamics 365 Sales Insights app (with conversation intelligence) generally available 

5 min read

Sales organizations are looking for ways to harness the power of AI and transform their business. Every time sellers interact with customers, data is getting created in various systems and organizations are left seeking ways to generate value from the data assets that are created. Customer conversations are a critical part of the sales cycle,…Read more

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Financial services: How to leverage data to strengthen customer loyalty 

4 min read

The landscape of modern banking has changed dramatically in the past decade. Financial institutions are facing intense competition not only from traditional competitors, but new cloud-based virtual banks that have appeared with recent technology advancements. Financial Service Institution (FSI) customers expect their institutions to deliver digital-forward, frictionless, and highly relevant experiences across multiple channels. With…Read more

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Why personalization is key to surviving today’s retail market 

5 min read

The retail landscape has changed dramatically in recent years with the rise of internet consumerism providing customers with access to more content, buying channels, and brand options than ever before. Customers today are well-informed, highly selective, and expect intuitive, engaging, and personalized experiences when they shop – with consistency across every buying channel they use….Read more

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