Yet for many business decision-makers, the biggest question continues to be: “How do I start the journey?”

To help answer this question, I want to outline some practical applications of AI that can help your team achieve more today. I’ll then end with some high-level implementation tips.

First, a few words about preparing for the road ahead.

Nurturing (and protecting) your new “learning culture”

As your organisation implements AI, you’ll embark on a change-management journey in which departmental and data silos tend to disappear. In fact, you’ll get the best out of AI by nurturing:

• Organisation-wide participation, so all staff can contribute new solutions to business problems
• Two-way communication, right across a diverse and inclusive team
• Experimentation, including opportunities to learn from mistakes

Your new AI-powered“learning culture” will increasingly be powered by data, with richer insights and new analytical tools. To support this major shift, we’ve developed an end-to-end analytics solution, Microsoft Fabric, unveiled at Microsoft Build 2023. Infused with the Azure OpenAI Service at every layer, Fabric integrates the most advanced D&A tools – from Data Factory to Power BI and Synapse – in one place. Enabling you to surface business insights faster than ever.

Responsible AI by design

It will also be important to consider the ethical, cultural and compliance aspects of deploying AI technology. You can rest assured that, in designing AI solutions, Microsoft puts people and principle first. Our team of researchers, engineers and policy experts is guided by our AI principles and  Responsible AI Standard, along with decades of research on AI, grounding and privacy-preserving machine learning.

Our design process ensures Microsoft AI systems are scrutinised for potential harms and mitigations. We also make it clear how a system makes decisions by noting its limitations, linking to sources and prompting users to review and adjust content based on their subject-matter expertise.

5 ways to start implementing AI at work

The following scenarios highlight how Microsoft AI can help you work smarter and faster, using natural language to cut through the drudgery of search and manual compilation. Our solutions put technology, AI, data, cybersecurity and advanced usability through natural language at your disposal.

1. Transform workloads with an AI copilot

Imagine next-generation AI embedded into the Microsoft 365 apps you use at work each day – Word, Excel, PowerPoint, Outlook, Teams and more. That’s Copilot in Microsoft 365.

Using Copilot in Word, you can now quickly create a first draft to edit and develop using a language prompt. Want more help? Copilot will shorten, rewrite or give feedback on it.

You’re always in control. You can (and should) review, fact-check and fine-tune content yourself.

Creating a presentation? With Copilot in PowerPoint, you can easily bring in slide content from any previous deck. And Copilot in Excel will help you rapidly analyse trends and create data visualisations.

Create reports in seconds

With our Business Chat AI tool, you can use a natural language prompt (such as “Tell the CEO how we’ve updated the campaign strategy”) to instantly create a status update, based on your relevant meetings, documents, emails and chat threads.

2. Detect cybersecurity threats faster 

For security operations and response teams, constant vigilance against threats can drain resources and exhaust individuals.

Microsoft Security Copilot reduces the burden. It uses AI to integrate insights and data from security tools, detecting vulnerabilities earlier and shutting down cyberattacks.

Microsoft Security Copilot provides intelligent guidance informed by 65 trillion daily signals.

It also puts your people first by improving usability. To understand functions, users can simply ask for step-by-step guidance.

As with all our AI solutions, Security Copilot strictly follows our AI principles and Responsible AI Standard. It also runs on Azure’s hyperscale infrastructure for a fully privacy-compliant experience.

3. Reinvent search with an AI copilot for the web  

Our new AI-powered Bing search engine and Edge browser tools are like a copilot for the web. They give you more complete search answers, a new chat experience, and the ability to generate content.

“We’ve launched Bing and Edge powered by AI copilot and chat, to help people get more from search and the web.”

Satya Nadella, Chairman and CEO, Microsoft

With the chat experience, you can easily fine-tune your search by asking for more details and clarity. You’ll get relevant links to follow up, too.

Merging search, browser and chat opens up exciting possibilities. Need the highlights of a long annual report? Just ask for it using the Edge Sidebar. Want to compare it to a competitor and see them side-by-side in a table? Just use the chat function.

Even as AI transforms search, the privacy policies of Bing and Edge AI ensure your user identity and behaviour are safe and protected.

4. Improve services and solve problems with AI

Rapidly improve your customer service and data insights by tapping into the power of generative AI models, including GPT-4, Codex, and DALL-E 2. All are available through the Azure OpenAI Service, backed by built-in Microsoft Azure security, compliance and data privacy and the Responsible AI Standard.

Solve your business problem in seconds

Looking to speed up clinical communications or automate an accounting process? Any team member can now do it using AI and low-code. We’ve added Copilot to Microsoft Power Platform, so you can create apps, flows and bots in seconds through natural language. And whatever you build, you can easily query the data for instant, actionable insights.

You can develop Power Automate workflows in 50% less time with Copilot.

5. Unite teams, communicate and collaborate in one place

We’ve also improved usability. Instead of having to keep an eye on your chat while presenting in Teams, you can use Copilot to auto-answer any questions – and save time to collaborate.

Copilot finds Teams notifications, messages and information rapidly and helps you manage work with personalised suggestions. Asking Copilot for a summary can help reduce that Monday morning weekly-status stress by putting you one step ahead.

Implementing AI at scale: 4 practical steps

Scaling your AI journey can be confusing with so many technical, business, cultural and ethical considerations. To move smoothly from experimenting to implementing, follow these steps.  

1. Think business transformation

Approach AI as a business change programme, with tech as a key component. AI will transform your culture, so this might help you think big. It will also stop you seeing AI as belonging solely to IT. 

2. Get your people onboard

Take the time to explain to stakeholders the reasons for change. Highlight the benefits they can expect. No-one should feel they’re having AI “done to them”.   

3. Identify a problem to solve

Scope a business problem, then plan how AI can help solve it. That way, your solution can create measurable value. Don’t use a new business problem – start with one you know and understand.

4. Build an organisation-wide strategy

Create a strategy that allows AI to scale organically. Businesses that focus on scale do better than those hoping multiple, smaller projects will automatically lead to scale.

Over to you

Integrating AI into your business shouldn’t be a daunting process. We’ve designed our AI solutions to fit in with the way you work, not the other way round. This includes applying robust ethical AI principles at every step, and it’s why Copilot automatically adopts your organisation’s security, compliance, and privacy policies and processes. It also protects your tenant, group and individual data.

As Microsoft AI creates a new workplace interaction between humans and computers, I hope this blog has inspired you to take the first step. I look forward with excitement to seeing how AI helps you unleash innovation, unlock productivity and expand skills across the team.

Find out more

Visit the Microsoft AI hub

Accelerate competitive advantage with AI

Build an AI strategy with our Digital Transformation Playbook

Microsoft Responsible AI principles

About the author

As National Technology Officer, I lead Microsoft’s technology vision and model its culture of learning, while developing strategies to protect and extend Microsoft Cloud into complex regulated markets. My goal is to inspire leaders of state and enterprise, as well as regulators and customers, on how best to leverage innovation to drive digital transformation.

The post AI starter pack: 5 ways to implement AI into your business appeared first on Microsoft Industry Blogs - United Kingdom.

The way forward for getting your P&L in line is to drive revenue. However, each business is unique, and its situation depends on the company’s leadership function, ownership structure, recent financial history, CapEx and OpEx exposure, and industry-specific concerns.

While digital transformation can often be mistaken as a ‘silver bullet’, it is, in fact, the cost of doing business in today’s environment. So how should finance leaders proceed? 

Balancing cost with ROI: the three biggest challenges for CFOs 

There can be a temptation to make immediate cost savings at every turn. Yet by investing in digital transformation programmes now, astute CFOs: 

• Can deliver a rapid return on investment with efficiency savings, thanks to automation and the cloud. 

• Will future-proof their company at a time of significant technological change. 

• Will make it easier to meet sustainability targets. 

While senior leaders recognise the need for digital investment, they want returns quickly. According to the Gartner Global CFO Poll 2022, 69 percent of CFOs are looking to increase spend around digital transformation initiatives – but their expectations for returns are one to two years. Agility, flexibility, and speed have become more pressing. 

To map out where savings can be made and how best to plan ahead, we advise considering the three most pressing, intersecting challenges faced by CFOs today – and crucially, where technology can win much-needed reprieve, helping organisations ultimately achieve more with less.  

These three challenges are:  

1. Cost optimisation

2. Supply chain

3. Energy

Let’s look at each factor in turn. 

1. Cost optimisation 

Following the global economic crisis of 2007-08, the world’s economy was fuelled by cheap money. With inflation making a return, this has become more difficult to find. Supply-side costs, including scarce affordable energy, have driven up inflation as never before. According to the UK’s Office for National Statistics, the annual rate of input inflation has lurched beyond 20 percent, while input cost inflation for manufacturers leapt 24 percent compared to the same time last year (end of 2022 data).  

How to balance growth aspirations with priorities around spend

This pain may not have hit every business yet. But when companies are forced to respond to it, many will go into survival mode, and some will fail. 

CFOs are having to evaluate their areas of investment to remain competitive when consumer expectations are high, but confidence is low. They also have to prioritise incremental investments designed to deliver efficiency gains. 

Organisations, in turn, are under pressure to ensure every part of their business is working as well as it can – and the digital imperative is key to resolving this. Businesses need more innovation, agility and resilience, with less complexity and at a lower cost, quickly. Put simply, they need to do more with less. 

Making the most of existing infrastructure and technology roadmaps 

We believe organisations should look to their existing infrastructure and technology roadmaps to drive further efficiencies with the assets they already own. They can reduce operational costs by digitising based on unified platforms. 

Rolls-Royce succeeded on both counts by leveraging benefits available in its existing Microsoft stack. The company trained staff to use our low-code Power Platform – including Power Automate, Power BI and Power Apps – which has since become its most popular upskilling solution. In a few months, Rolls-Royce saw a financial benefit of about 8M across the organisation, a figure that can grow organically as more staff and teams use the platform. 

Retaining talent by digitising 

At first, the COVID-19 crisis stalled attrition rates; later, it saw employees reassess their career priorities. Many left their roles in what was sensationally termed the ‘great resignation’. As a result, the war for talent heated up.  

Retaining talent is now more pressing than ever. With employee turnover forecast to be 50 to 75 percent higher than businesses have ever experienced, they need to ensure staff are both happy and productive, with enough investment in skills to keep top talent within the organisation.  

Digital investment is the only way to meet higher staff expectations. Employees want modern technology that works effortlessly, and are increasingly expecting hybrid or remote roles as a given, with all the associated technology support. 

What the pandemic demonstrated to CFOs is that every business must strive to be a technology business, or fail. Those unable to swiftly pivot to digital were punished harshly.  

2. Supply chain

The wider supply chain is the core of most businesses and must absolutely be on every CFO’s radar – but using history to make decisions for the future no longer works. Customer demand is constantly changing, whether it’s influenced by the economic climate or making environmentally conscious purchase decisions.  

To shore up customer confidence, organisations can take advantage of intelligent automation to reduce costs, maximise operating margins and recalibrate their supply chains from ‘just-in-time’ to ‘just-in-case’. 

Take the UK company Spy Alarms, for example. By switching to Microsoft Dynamics, the service team have reduced the time it takes to book a service interview from six minutes to a few seconds. Their sales operations have also benefited from a much simpler and faster quotation process for its 45,000 customers. With the seamless integration of Power BI and Microsoft Teams, all levels of the team have access to data insights – empowering data-driven decision making with incredible precision and foresight.  

3. Energy 

Energy is a hot topic and is central to the boardroom conversations CFOs are becoming involved in. Data centres and offices are an enormous cost factor; a more cost- and energy-efficient answer is to retire data centres and invest in the cloud.  

Investing in the cloud to reduce energy consumption 

At Microsoft, our customers want to use energy management tools to reduce complexities around staffing and save costs in the near to long term. Cloud-native organisations can deliver more core value, with fully managed, end-to-end Azure cloud solutions to boost developer productivity, optimise and allocate resources, and speed up the pace of innovation. 

The East London NHS Trust has been a shining example of this. By taking advantage of Microsoft’s Intelligent Data Platform such as Azure Synapse Analytics and BI, staff can sense-check, monitor metrics and look at trends to see what’s happening on the ward. These insights are accessible from any device and even off the network, building a truly efficient integrated data system. 

Three takeaways: simplify, unify, innovate 

Every business can use technology to become more efficient and effective, whether it’s driving more value from existing platforms and assets, consolidating to reduce cost and complexity, or introducing deployments with rapid payback. 

By leveraging data and AI, businesses are armed with the data and insight on how to increase agility and growth with the assets they already have. 

At Microsoft, we’re working with our customers to define how they will survive, and even thrive, in a continually changing environment. If you’d like to understand more, visit The Microsoft Cloud – Trusted Cloud Platform. 

Find out more

Read Microsoft Azure case studies and customer stories

Announcing Microsoft Azure Data Manager for Energy: Enable your data to do more in the cloud

Imagining more: How organizations are reinventing operations and finding opportunity in the face of volatility

Understanding Microsoft’s digital transformation

About the author

As CFO of Microsoft UK, Mark leads the Finance Organisation supporting Clare Barclay and the UK Senior Leadership team by delivering against the strategic priorities of the company, through influencing key decisions around people, business processes and performance.

Prior to this role, Mark held the position of International CFO at Adobe and Rackspace, where he was a key part of leadership teams driving growth across all markets outside the US. With a career spread across banking, the oil industry and technology, a breadth of finance experience contributes to his dynamic, objective approach as we pursue great customer outcomes with our product portfolio.

Mark returned to the UK recently after spending time in Zurich and Amsterdam in previous roles, is a trained accountant with the ACCA, studied Economics at the University of Leeds and is married with 3 children.

The post How to future-proof your business: a CFO’s-eye view   appeared first on Microsoft Industry Blogs - United Kingdom.

Today their role hasn’t necessarily changed. However, the value organisations place on them certainly has. The focus is shifting from fitting customers around business processes to reshaping contact centres around customers’ needs.

For years, the role of contact centres was limited – often confined by traditional 9-5 working hours. It was predominantly aimed at driving down costs and improving efficiencies.

This was reflected by the way companies measured their success. They had KPIs ranging from targets for call volumes to queue times and abandonment rates. These inward-focussed efficiency metrics have, however, consistently failed to put the customer at the centre of the service.

In today’s increasingly digitalised environment, this is no longer sustainable. Nothing is more valuable than customer experience and customer outcome. Organisations are fast adapting to the idea that great customer experiences convert into customer loyalty and new customers. People increasingly sharing their positive and negative experiences online. As a result, financial institutions can no longer afford to underestimate their services.

Contact centres are transforming. From unempathetic, 9-5 services reliant on a standard agent script, to becoming a customer experience centre. They don’t just focus on a service but the total customer experience across an organisation.

This presents a new opportunity for financial services companies to become fully connected organisations driven by technology. Embrace solutions that connect and unify all their channels – from digital to physical and mobile. As a result, they can create seamless, connected customer experiences that distinguish them from their competitors.

Understanding the needs of financial services customers

To better equip contact centres to service customers, we first need to look at how the needs of these customers have changed over time.

The past few years have seen the customer landscape evolve and diversify significantly. Alongside more traditional customers, organisations are increasingly welcoming a new generation of tech-savvy, socially connected customers. They come with a fresh new range of expectations.

Empathy, passion and hyper-personal connections are key drivers behind their demands. They centre around being understood and supported throughout their customer journey. Failure to do so can have catastrophic effects for organisations. Not only will it risk customers leaving their service but also expressing their frustration online.

This means one thing:

The more you know your customer, the more you can tailor your service to them.

A customer who’s been with your organisation for decades will be likely to seek support through traditional landlines or your website. On the other hand, the younger, digitally savvy customers will want mobile and self-service options, pursuing a more digital experience.

So how can organisations make sure that all these needs and preferences are satisfied? Put simply, the more diversified the audience, the more diversified the services.

Breaking down silos in contact centres

To really drive customer satisfaction across your evolving customer base, you need to invest in omnichannel engagement. Encompassing anything from social media to instant messaging, webchats and physical customer support, customers choose their channel of preference.

But this hasn’t always been the case for organisations in the financial services industry. Organisations may have invested in technologies to support a growing number and type of customer-facing channels. However, these are often used in silos and operated by different vendors.

This leaves customer data confined. Additionally, it prevents agents from surfacing customers across multiple systems. Most importantly, it prevents organisations from leveraging customer insights and using them to better orchestrate the customer journey.

Organisations who adapt and unify these siloes will be more likely to succeed at improving the customer journey. Doing so will empower employees to be more collaborative and productive. It will also reduce time to serve customers and provide an overall higher quality of service.

But it’s not enough to change the internal ways of working. Organisations must improve the way they build relationships with their customers. Looking ahead, they need to improve their ability to capture interactions in the moments that matter. They must continuously adapt and improve using this new-found knowledge.

To do this, they need an infrastructure and technology foundation. One that can empower them to capture these moments, understand their context and orchestrate the best, most optimal route across any function. All to deliver fast, impactful and personalised services that convert prospects into long-lasting advocates.

The rise in automated self-service technology

In a world that increasingly relies on digital innovation and newly found tech capabilities, automation can play a key role in improving customer services and contact centres.

Until recently, these have had virtually no front-door filter standing between customers and operators. Self-service has only just started to become a reality, leaving agents to deal with more complex cases.

This is where automation comes in. As data-based insights and capabilities become the norm, organisations have the opportunity to identify the simpler customer queries. They can then direct them to self-service areas, virtual assistants and AI-powered services.

Conversational virtual assistants are a powerful tool. Especially when it comes to harnessing data to gain insights on the customer. This data can be used to understand customer demands, their purchase history and previous complaints and other crucial information that can help them address their query entirely autonomously.

If the customer wants to transfer to a human, all that data can be carried across. Using AI, potential knowledge articles and recommendations, agents can successfully solve a customer’s request.

AI can also assist with more complex tasks such as pre-authenticating customers before speaking to an agent. This time-saving feature benefits both the customer experience and a contact centre’s inward metrics. With the addition of voice-biometric technology, a virtual agent could also help detect and prevent fraud by comparing a customer’s voice against their customer profile. A more cost-effective solution to training agents on fraud prevention and extra reassurance to customers that their money is secure.

These kinds of innovations aren’t there to make calling a contact centre redundant. There will always be a need to speak to agents to help manage banking relationships or advise on future monetary decisions. But for simpler, everyday tasks, financial organisations can empower customers to self-service rather than waiting to speak to an adviser.

Challenger banks have been particularly good at pushing innovations in this way and raising the customer service bar. Many of them are truly revolutionising retail banking by reducing typical applications processes from a week to minutes. By promoting a digitally-native experience, more traditional banks are forced to reconsider their own customer experience.

Keeping customer data secure in the cloud

Data breaches happen far too frequently today. And as financial institutions can hold an entire customer’s wealth – from mortgages to loans to bank balances – there’s an enormous responsibility to ensure that data is kept safe and secure.

This presents an immediate challenge to spend millions innovating on an existing IT infrastructure. This may require a huge amount of capital investment and resources to maintain. We’re seeing many leading insurance companies and banks choosing to migrate their contact centre operations from on-premise servers to the cloud.

If you consider Azure for example, Microsoft has already spent billions creating a secure cloud solution and helped protect leading organisations from cyber-attacks, fraud and Denial-of-Service on an intraday basis. This reassurance makes migrating to the cloud not just a business decision for better data security, but also for greater cost efficiency by eliminating the many overheads that physical servers require.

The cloud also offers advantages when it comes to complying to financial regulations such as how organisations handle data, offer services and prevent financial crime. By working with a trusted cloud provider like Microsoft, a lot of this responsibly can be shared and evidence can be provided to show that data is being kept securely and systems are operating within regulations.

An all-in-one solution for financial services contact centres

Financial organisations are changing. Their reputation and global presence is increasingly tied to customer experience, online reviews and the quality of their services. As a result, they must reimagine their services with a new, more demanding and diversified customer base in mind.

At the same time, switching banks or insurers has never been simpler. Therefore, it crucial for organisations to innovate their contact centre and make the end-to-end experience as efficient and helpful as possible.

The key is to not consider every channel as a separate challenge. A 2021 Forrester report commissioned by Microsoft, Boost Your CX With A Better Integrated Contact Center, CRM, And Collaboration Systems, found that 74 percent of contact centre agents in organisations typically use four or more applications to service customers. This gives a disconnected experience for agents. But by implementing an all-in-one contact centre solution such as Microsoft Dynamics 365 Customer Service, financial organisations can manage their operation through a single platform. From initial customer contact to automated self-service with AI virtual assistants, to agent-guided case management and back office collaboration with Microsoft Teams.

This allows live agents to interact with customers on any channel. They have a complete overview of all previous interactions to give a frictionless and effective customer journey. It also helps to free up their time. So they can focus on the most complex and sensitive requests that virtual assistants aren’t equipped to handle.

Find out more

Envisioning the Future of Customer Experience

Microsoft Dynamics 365 Customer Service

About the author

Chris leads the Dynamics 365 Customer Engagement portfolio for Microsoft UK within the Dynamics 365 Business Group. Chris is responsible for developing and orchestrating the go-to-market strategy across this portfolio for the UK geography to generate awareness, create excitement and drive business development. The Dynamics 365 Customer Engagement portfolio is a suite of intelligent front office business applications designed to accelerate digital transformation across sales, marketing and customer service.

The post How data and AI will transform contact centres for financial services appeared first on Microsoft Industry Blogs - United Kingdom.

Data can help an organisation identify new opportunities and uncover hidden efficiencies. The business world is no stranger to disruptions and changes, and when you extract as much value from data as possible, your organisation will be able to move with speed and gain competitive advantage.

Data maturity helps empower employees to collaborate, gain new insights and take action to deliver operational efficiencies. It can help teams be more innovative with their product development. Ultimately, this leads to delivering a better customer experience.

95% _{of surveyed organisations have deployed big data initiatives on a department or enterprise level}

To drive tangible outcomes, leaders should build a solid data foundation to start maximising opportunities. By fusing the power of Azure data and AI with Dynamics 365 and Power Platform, organisations can start to unlock new insights and more critically – take action.

But what stage are you on in your journey? And how do you leverage the right tools to stay agile and deliver the results you need and drive innovation?

_{Data-driven organisations are growing at an average of} 30% _{or more annually}

What stage is your organisation in your data journey?

1. Good
   • Better understand your customers, employees and use data to drive collaboration.
2. Better
   • Identify needs and trends, and adapt quickly to new business models, drive efficiencies and reduce costs.
3. Best
   • Empower employees with insights and drive meaningful change.

Step 1: Good

Customers have high expectations of brands. They want to be heard, understood and have personal, meaningful experiences.

73% _{of customers will consider switching to a competitive brand after one bad experience.}

How can leaders meet these goals in an ever-changing world?

• Make customer experience an organisation-wide priority.
• Be agile enough to respond to customer needs quickly.
• Respond honestly and authentically.
• Meet customers in the channels they expect.

When you unify and centralise your customer experience technology, you’ll gain insights to build deeper customer relationships.

Royal Enfield offers a frictionless experience to both its potential and existing customers at different touchpoints, ensuring they can access their data on the spot instead of starting anew each time.

75% _{of organisations have proved that customer satisfaction leads to revenue growth through increased retention or lifetime value.}

These insights will help employees deliver a more personalised experiences to customers. They will also be able to make decisions faster and with greater confidence, to deliver insights to the right stakeholders and the right time.

Rolls-Royce provides targeted and actionable insights at the point of need to inform business decisions, such as which factors will have the most impact on fuel performance.

How?

Microsoft Dynamics 365 Customer Voice

Helps you better listen to, understand and satisfy your customers. When combined with the Microsoft Dynamics 365 suite, it will help collect customer feedback across channels and form more authentic customer relationships.

Microsoft Dynamics 365 Customer Insights

Get a 360-degree view of customers and identify new unfound segments to support customer retention or create new revenue stream. Optimise and orchestrate real time personalised journeys to create fans improve loyalty.

Power BI

Gives every employee within the business the ability to respond in real-time with data-empowered insights on a secure platform.

Step 2: Better

To make sure your organisation continues to meet changing expectations, leaders must collaborate across business functions to align data goals and initiatives. At the same time, continued disruption, and budgeting means cost saving measures are critical.

64% _{of IT leaders say they’re using two or more analytics solutions}

When you consolidate your data, you’re creating a single source of truth for the enterprise. And by combining it onto one tool like Power BI, you’ll reduce costs.

PwC provides their clients with the data they need to on one platform. They use Azure to process the data and push it to Power BI, before shutting down (to save costs). From there, clients can view their data across customisable dashboards from anywhere.

48% _{of business goals driving data initiative investments is to improve decision making}

Power BI

Align your data across organisational silos. Employees can easily self-serve to get the data they need when they need it. Take advantage of cloud tech such as AI and automation to create cross-team reports that gain more insight. Plus, industry-leading data security capabilities help keep your insights protected.

_{The average time-to-insights is} 27% _{faster with Power BI}

Step 3: Best

Now you’ve laid the groundwork for a data-driven culture, you can use these insights to drive meaningful change and adapt at speed.

45% _{of users want real-time data aggregation and analysis}

To fully take advantage of your data, leverage automation and AI tools to process, aggregate and analyse data in one place in real-time. This, combined with user-friendly tools allows any employee to pull insights that are relevant for their role, right when they need it.

82% _{of users agree that self-service analytics is a top priority at their organisations}

This gives rise to the citizen analyst. Employees can get the answers they need while reducing the burden on IT staff. This better places your organisation to make decisions at speed.

66% _{of users say these capabilities are critical when evaluating new tools and solutions}

Data and AI can also enable predictive analytics, helping you respond quicker to upcoming changes, uncover new opportunities and better support customers. Dynamics 365 Sales, Dynamics 365 Commerce or Dynamics 365 Marketing can help you find new segments to market to, or drive customer retention with Dynamics 365 Customer Service.

_{Preemptive digital transformations have a} 50% _{higher ROI than reactive ones}

Identify operational inefficiencies with analytics to streamline and optimise back-end tasks, for example, monitor equipment health in manufacturing or healthcare or reduce manual tasks. Dynamics 365 Supply Chain can maximise your supply chains operations.

Analytics can also be used to amplify your organisation’s work. Take, for example, healthcare. AI is being used to analyse medical imagery, leading to quicker diagnosis and helping doctors focus on patient care.

Move forward with confidence

Making data-driven decisions with the right technology will help you make bold business moves with confidence. As a result, you’ll empower your employees, deliver better customer outcomes and stay agile in a fast-paced environment.

Find out more

Discover how to build a data strategy:

Imagine business powered by data

Learn how to put your data to work

Get data-driven insights

Get fresh perspectives on business modernisation:

Watch Microsoft Envision UK on demand

Explore data management solutions:

Power BI

Dynamics 365 Customer Voice

About the author

Chris leads the Dynamics 365 Customer Engagement portfolio for Microsoft UK within the Dynamics 365 Business Group. Chris is responsible for developing and orchestrating the go-to-market strategy across this portfolio for the UK geography to generate awareness, create excitement and drive business development. The Dynamics 365 Customer Engagement portfolio is a suite of intelligent front office business applications designed to accelerate digital transformation across sales, marketing and customer service

The post KPIs and ROI: Quantifying the impact of data management in your business appeared first on Microsoft Industry Blogs - United Kingdom.

I believe that when you harness the streams of data being created, tie this to your existing data and apply AI to it, you enable better decision making and transformative processes. You will:

• Engage customers in new, meaningful ways​.
• Empower employees with the real-time insights they need to make the right decisions and be agile​.
• Optimise operations by better anticipating customer demands and supply chain disruptions​.
• Transform your products based on the signals from end users or the products themselves​.
• Meet and exceed sustainability commitments to have a better impact on the world around us.

You can see success in the way Marks and Spencer use their data. They own every part of their supply chain and collect data from across all touchpoints. They needed an agile solution that would scale, store and analyse their massive amounts of data. By replacing their on-premise data warehouse with Microsoft Azure-based data platform built around Azure Synapses Analytics, they gave teams access to valuable data they didn’t have before.

“By democratising access, we’re allowing more people to have ideas, and these ideas add incremental value to the business. Our retail support team is already reshaping how we report stock and stock loss to managers. Since they work closest to the retail side of the business, they know exactly how to consolidate and present information in ways that lead to real improvements, ” says Aaronpal Dhanda, Head of Data Technology.

The reality of data

As you can see, you can bring so much value to your organisation when you connect and manage your data properly. However, true modernisation comes by innovating the processes that run your business. This is where data realities begin to hit both IT and business leaders.

Most leaders agree that provisioning an end-to-end analytics platform is not a simple task. They need to make sure they can trust their data, that they can get deeper insights from it and it is bias-free. And, they need to ensure compliance along every step of the analytics journey.

All while trying to create agility and more rapid decision making by democratising data and tools to everyone and providing the digital upskilling they need to do this effectively.

The analytics paradox

More and more tools, systems and things become connected. As a result, companies must figure out how to manage and analyse new classes of data. Additionally, different lines of businesses see different values in data and analytics.

And this is what creates the paradox of analytics. Although analytics systems are intended to be centralised to provide “the single version of truth”, the more we apply new technology to integrate and analyse data in different ways, the more silos we can recreate.

Sometimes, through hard work to dissolve operational data silos we end up creating more. And not just data silos, but siloed teams and people. When we implement new technology for specific types of data, we are creating a more fractured approach to data integration. Then, this must be put back into the overall platform during the analytics lifestyle.

This approach is often sold as a centralised solution. But it is siloed architectures that creates siloed data teams. As a result, data governance becomes extremely difficult to accomplish. All counter to our objective to enable deeper analytics collaboration between teams.

Bring your vision to life with analytics

Every organisation has experts in both data and analytics technology. When they collaborate over data with the same efficiency they do for productivity applications, their expertise is utilised across team and organisational boundaries.​

Bristol City Council serves more than 400,000 people, with social care playing a huge role in their services. The children services team wanted to see a holistic view of the citizens they work with. This meant they needed to create a secure common data platform. By using Azure Data Lakes and Azure Data Factory, they unified that data to create a single view of each child across the disparate systems.

“The Microsoft Azure solution has been revolutionary for Bristol City Council,“ says Simon Oliver, Director of Digital Transformation. “We are now able to see the outcomes of the decisions we give. And by being able to do that at scale we’re able to make decisions based on what will happen.”

By connecting, managing and governing your data assets in a cohesive fashion, you have the foundation for successful digital modernisation. A simplified framework allows all of your data and all types of data to exist on the same platform and be governed in the same way.​

Azure Synapse and Azure Purview provide a single cloud service with a single interface for development, management, monitoring, security and governance of your data. You can link to your Dataverse to run advanced analytics on data from Dynamics 365 and Power Platform simply. This allows you to:​

• Be agile to the needs of the business or react to unpredictable ​external changes.
• Enable quicker insights for decision making​.
• Impact business models and overall value chains​.
• Get more granular, deeper insights.

And, most importantly, it is done in a secure, compliant and governed way.

Drive analytics value

Free your people to focus on real business value by managing the complexity of architecture on a single unified platform. This gives every person and every team in your organisation powerful analytics and insight. So, you can go from trying to manage the analytics paradox to driving real change and value to your organisation.

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Building a data-driven organisation 

About the author

As an advocate of data-driven decisions, Robin has spent over two decades at Microsoft ensuring organisations have the tools to leverage the zettabytes of data available today to achieve their digital transformation vision.

Microsoft has been on its own digital transformation journey for several years and data has been a central part of that journey. Robin focuses on creating a data-driven culture across the business at Microsoft. This includes ensuring that we are considering data across our internal processes, as well as how we are helping our customers and partners succeed with data.

Robin is passionate about learning and collaborating with our customers and partners about how to truly leverage data and AI to create new solutions.

Prior to working at Microsoft, she served in the US Military. She strives to bring her best in all aspects of work and personal life. From obtaining two law degrees and multiple professional certifications – all while working full time, parenting her daughters and balancing personal commitments (including training for an IronMan), she believes anything is possible.

The post Empower employees by unifying your analytics and data architecture appeared first on Microsoft Industry Blogs - United Kingdom.

The financial services industry is rapidly changing. In a world where the future means hybrid working, hyper-personalisation, and Banking as a Service, there is no doubt that data and AI at scale is going to be needed to succeed in the future of finance.

Technologies such as AI and automation can help organisations solve business problems and inform decision making. It can also increase productivity by taking over repetitive manual tasks. Data and analytics can help organisations better understand their customers, build resilience, discover new opportunities and remain competitive.

However, as more organisations adopt and capitalise on data and AI, those who are successful are the ones who take an unsiloed approach. They bring the whole organisation along on the journey and focusing on the result. This, in many cases, is as much about culture change as it is about technology.

I recently took part in an engaging panel discussion where myself and Peter Jackson, author of the Chief Data Officer’s Playbook and the Chief Data and Analytics Officer at Carruthers and Jackson, Norman Neimer, Chief Data Scientist at UBS, and Steve Higgins, Lead Impact Strategist for financial services at SparkBeyond. We discussed the challenges and opportunities financial services organisations need to consider when implementing AI into their business.

What are the challenges facing the financial services industry?

Despite the use of chatbots, machine learning programmes, and a lot of experimentation, adoption of AI is lower in financial services than in other industries. And as much as we all wish it were, every new technological implementation is not always smooth sailing.

“It would be hard within one organisation to see a successful uniform pattern of adoption and operationalisation of AI,” agrees Peter. He adds that there are four key challenges to AI adoption for financial services organisations, which the rest of our panel agree:

1. Low levels of data maturity: Are you ready to embrace AI? Measure your data maturity first.
2. Low levels of data literacy: To get good AI, you need good data knowledge.
3. Low levels of investment: The opportunities are huge, but it hasn’t been matched yet. Not only in the tech, but the processes, people and data.
4. Bad experiences and risk: Ensuring your data is secure and compliant helps reduce risk. To be quick to succeed you need to not be afraid to fail fast and move on.

The key to successfully implementing AI is based on data, company culture, and the business values. Don’t start with AI just for the sake of it. Look at your business values, and what you want to achieve. And instead of starting with the biggest use cases that will drive the biggest impact, start with the smaller value but more achievable cases. That will help you see results faster.

Deliver personalised customer experiences with data and AI

In a recent report by SparkBeyond and Microsoft, banks using AI found that 30-80 percent of conventional patterns are no longer relevant. Customer behaviours are constantly changing, and financial services need to achieve customer intimacy. People want to know that organisations understand who they are, know what they want and can meet their needs. Just look at how quickly we adapted to changes in the last 12 months. Banks need to understand these patterns quickly to best serve their customers. AI can inform decision making to help build personalised experiences for customers, from banking to investments. Additionally, the ability to understand customer experiences and make more dynamic decisions around customer vulnerability using data will help across society more broadly.

ABN AMRO, the third largest bank in the Netherlands, wanted to be able to efficiently access and use data to help support customers during key stages of their lives. By migrating to the cloud, ABN AMRO could scale faster, access better insights to empower both customers and employees.

“I foresee a future where we have a much smaller on-premises footprint. There’s so much data processing and analytics we can do, making predictions, doing all kinds of complex calculations, and developing entirely new, cutting-edge use cases, for example with Azure Machine Learning Services,” says Piethein Strengholt, Principal Data Architect.

Establish a data-driven business

To gain a full view of the customer, internal silos need to be reduced. Data modernisation is key to fixing silos. Additionally, it can help organisations uncover new insights that wouldn’t otherwise get accessed without a collective view of data. At the same time, organisations need to be sure this data is of good quality.

Nationwide uses Dynamics 365 to connect their data silos and provide a holistic view of the customer. “It’s much easier to check in with clients and keep them up to date with key product and service changes,” says Anthony Pooley, Customer Relationship Manager in the business savings team. “We’re spending less time on admin tasks which gives us the capacity to spend more time on value added activities which our clients appreciate. We now have a wealth of information at our fingertips.”

Underpinning a data-driven business is data governance. “There’s a need to have regulatory oversight to ensure the data is safe and protected,” says Steve. Ensure valuable business and customer data is adequately protected, including the proper regulatory compliance. At the same time – think about how that data will be used. The responsible and ethical use of data will build strong AI models, reducing bias and risk. At the same it, it will ensure the models deliver exactly to customer’s needs.

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Build a data-first culture in finance

“I would encourage data leaders to really think about how they can build culture and business impact within their organisation,” says Norman. “That’s going to require some rewiring and rethinking of processes.”

According to a CBI/PwC survey, 93 percent of financial service businesses expect a greater need for skills in technological proficiency and 71 percent believe that people management and leadership skills will be needed.

Therefore, when you start implementing AI projects, don’t just bring your C-level and boardroom suite along the journey. Bring your frontline workers too. “Building a model doesn’t get you all the way. What gets you all the way is bringing the users along, turning the model into an app or report that someone can use and drive impact with it,” says Norman.

Illimity bank offers employee discounts for loans, but it’s application and approvals process was slow an inefficient. Originally, a single employee handled all the requests, performed complex prescreening processes and sending summaries to HR for authorisation. By automating this workflow, they saved 15 hours a month of employee time. They also sped up the process for employees wanting to use the benefit. What’s more, they now can see the big picture when it comes to employee loans, using the data to power further insights.

To build data literacy and use new technology such as AI, the right skills are needed. Democratising AI and data for every employee helps uncover innovation. For example, employees can drive innovation by using low/no code apps to automate workflows. This will enable them to spend more time with customers or on other value tasks.

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Reduce risk and build resilience with data and AI

Traditionally, incumbent banks and other financial service organisations are risk averse. As a result, there is a slower take up of new technologies such as AI and cloud services. However, as challenger banks and digital-native fintechs appear, traditional organisations need to rise to the challenge.

In this challenge, lies opportunity. Regulators recognise the value in new technology, for example, with the implementation of Open Banking. The Bank of England recently issued a Supervisory Statement on Outsourcing and Third Party Risk Management, which focusses on facilitating adoption of the cloud and other new technologies.

AI can help gain insights into risk – spotting fraud quicker or flagging unusual banking activity. It can also be implemented to help protect data – taking over low-level monitoring, scanning thousands of signals daily to spot cyberthreats.

AI can also help reduce errors, with RPA taking over repetitive manual tasks. Low and no-code AI solutions can improve operations, while reducing errors. And starting with a small AI project, for example in the middle or back office, will increase data literacy, while showcasing its effectiveness at a smaller risk than starting with a big project.

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Improve sustainability goals with data and AI

For organisations across every industry, Environmental Social and Governance (ESG) is becoming a reputational importance. “What I’ve seen as a trend is financial firms no longer look at their ESG as a reputational risk, but as a credit risk, i.e., if they don’t help reduce their carbon footprint, that’s going to impact their portfolio. AI can help you understand a complex problem,” says Steve. AI can help uncover insights around financial services value chain to reduce waste, save energy, and optimise processes.

Recently, NatWest and Microsoft announced a partnership to help NatWest’s business customers understand how they can start reducing their emissions, using data and AI to inform the decision making process.

Data and AI for innovation

Implementing AI isn’t just a technology process. It’s requires organisations to think culturally about how to address decision making within the organisation to be able to take opportunities quickly. Start small. Experiment fast, fail fast and learn fast. Keep the focus on the customer and the problems to solve but let the data guide decisions. As a result, challenges previously not already considered may be identified.

To successfully innovate and deliver competitive advantage, organisations need to establish a data-driven business, underpinned by skilled employees and focussing on customers as a key part of their value chain.

Find out more

How are leading finance institutions are capitalising on AI analytics

Future-proofing financial services with AI analytics

Boost the innovation of banking business models

About the author

Janet currently leads the Industry Strategy for Financial Services at Microsoft UK. She ensures that drivers of change and emerging technological trends across the sector are core to how Microsoft works with Financial Services organisations, supporting their digital transformation. Before joining Microsoft in 2018 Janet held roles within commercial banking; latterly at Lloyds Banking Group and prior to that, Barclays and RBS. She has a personal interest in cultural transformation and has also played an active role in supporting and driving the inclusion and diversity agenda during her career.

The post How to power an innovative culture with data and AI appeared first on Microsoft Industry Blogs - United Kingdom.

The English regulator has stated that “the solutions of the past will not be enough to continue to deliver the services of the future.” Amid this, there is also uncertainty about levels of demand, changing weather patterns, population growth, lifestyle and demographic shifts. For the current regulatory period, the Water Industry Commission for Scotland has already adopted the principles of Ethical Business Regulation.

As we work to build back better and reduce our impact on the world, the water sector must not wait to act. It must find better ways of doing things and must start looking for solutions now. Here we review the broader landscape of opportunity for insight-led sustainability in the water sector and five areas of consideration.

Water companies need to build technology partnerships

Last month, we discussed how the water industry could learn from oil and gas as it reinvents itself. Emerging technology such as analytics, AI, IoT, machine learning and smart metering have enormous potential to reduce utilities’ water footprint. Additionally, these technologies can improve productivity, cost-effectiveness and deliver remote solutions to hybrid and frontline workers.  Fundamental to building sustainable approaches is the need to increase the use of digital technology, the alignment of water industry domain expertise with cross sector collaborations and the pursuit of a comprehensive internal reskilling/upskilling programme.

Partnering with transformation companies allows for collaborative innovation ecosystems to harness these emerging technologies and drive the sustainability agenda forward.

Reducing the leak lifecycle in water companies

For the current regulatory period, Ofwat has tasked water companies to cut leakage rates by 16 percent and reduce mains bursts by 12 percent. When comparing to the improvements demanded over the last decade, this is a quantum leap. Water companies cannot simply continue to pursue strategies that have struggled to deliver typically single-digit improvements in recent years. Harnessing data and analytics is key to meet these targets. Microsoft’s cloud technology provides the foundations for organisations like EY to analyse and visualise massive quantities of data collected by sensors and pumps. Combining that data with historical information enables proactive, predictive and even prescriptive maintenance scenarios.

We believe there are five key data and analytics capabilities water companies must establish to enable effective leakage management, and step-change operational performance:

1.     Leak detection – accelerated awareness

By combining existing and long-standing data from SCADA sources with IoT and other distributed assets such as bulk meters and critical pressure points, water companies can analyse and understand pressure and flow anomalies in the supply network. Add in machine learning, and organisations can quickly identify and validate leak events. They can do this at a pace that is unrecognisable in comparison with enduring net nigh-time flow methods, which commonly require days or even weeks to elapse before catalysing on-the-ground investigations.

2.     Leak location – increased accuracy

Knowing you have a leak is only part of the problem. To fix it you must first find it. Here, the opportunity is to extend the data landscape to incorporate operational maintenance, network asset and other open and acquired datasets such as weather, soil type, council works registers, CCTV networks, utility groundworks datasets and even satellite image data. Additionally, there is substantial value and insight in establishing a segmented view of network ‘leak propensity’. In our experience, this vastly accelerates the ability of on-the-ground leakage teams to pin-point leaks up to 70 percent faster and significantly reduce the number of interventions resulting in dry holes.

3.     Intervention optimisation – enabling a digital workforce

With faster leak detection and more accurate leak location, you can rapidly make risk and priority-based decisions for human or automated job ticketing and allocation. Coupled with field-force digital enablement that combines engineers with location and asset information, the latest information is placed directly in the hands of on-the-ground teams for faster, smarter and better-informed decisions and outcomes.

4.     Network pressure – limiting collateral damage

With a focus on reducing service interruption and improving customer service, the rapid post-repair re-pressurisation of the network can often lead to destabilisation of other vulnerable assets in the area. This can create a domino-effect of leak repairs causing further outbreaks. Automated pressure balancing is increasingly common. However, to reduce destabilisation, the speed and level of recommissioning a post-repair segment of the network plays a significant role. Taking an insight-led approach over an extended period can provide support in post-repair decision making; further reducing unwanted additional leak events.

5.      Network renewal – better targeting capital investment

Traditional water and wastewater utility systems are not built for the dramatically changing stresses of climate change and rapid urbanisation. Typically, less than half of one percent of the underground asset network is replaced annually. Putting that into context, it’ll be around 200 years before the current network is refreshed in full. Yet the average pipe lifespan is considered to be around 30 years. The risk that this aging infrastructure brings – both in terms of potential failure and poor environmental compliance – is a key concern for water utilities and highlights the opportunity to embrace digital modernisation.

Therefore, an effective asset replacement strategy is informed by clearly understanding network condition and weak points. The insights common to leak detection and location can be applied with equal success to drive condition-based network replacement priorities and associated value for operational KPIs.

EY has worked with several UK water companies and have extended practical experience creating and implementing analytics-driven solutions including leak detection. In our experience, organisations pursuing an analytics-led augmentation of leak management processes can achieve:

• 25-50 percent reduction in leak awareness lead times
• Up to 70 percent precision in identifying DMA leak locations
• Up to 75 percent reduction in leak location duration
• Over 10 percent reduction in severity of I2S leakage impacts

Adapting operations and demand for efficiency and energy cost reductions

Approximately half of typical water companies’ energy spend relates to pumping clean and wastewater. Yet, many pumping head operations continue to run at fixed and highly conservative schedules aligned to peak demand.

EY found that using demand insights to optimise pumping head operation can reduce the volume and cost of energy. At the same time, it negates the impact of Triad and other punitive tariffs. Software running on Microsoft Azure’s highly scalable Platform as a Service (PaaS) optimises pumping head daily schedules. This allows them to meet customer demand while aligned to operational, safety, regulatory and water quality constraints. As a result, there were significant energy cost reductions for optimised pumping stations enabled by the integration of demand insights across seasonality, weather and external events, using advanced analytics and AI.

In our experience, organisations pursuing an analytics-led approach to clean water pumping optimisation can achieve on average:

• 1-5 percent reduction in energy consumption
• 20 percent average reduction in energy costs

These digital solutions for improved sustainability outcomes are a result of innovation ecosystems and collaborative approaches. For instance, a team from Microsoft, alongside data experts, conducted a water leakage hackathon as part of Northumbrian Water’s Innovation Festival. Analysts worked on data relating to leaks, soil types, water pressure, pipe materials and other elements that impact the likelihood and location of leaks.

Business sustainability in water companies

Sustainability is not just a subject for now. It also means investing for the future and beyond. Today, water companies have spent the bulk of sustainability investment on ODI targets and carbon reduction. They’ve focussed on the operational efficiency of assets and the workforce, leakage, and reducing environmental impact. However, we are already seeing many organisations seriously look to the future. These organisations are developing new business models that drive new revenue streams and business diversification. This is in addition to broader factors around process lifecycle emissions, operational and supply chain circularity, and community engagement.

Historically sustainability innovation initiatives have been more science projects or POCs. This is changing with a transition targeting new profitable sustainable business models and business diversification.

For example:

• Sewage sludge extraction can provide a large part of the nitrogen and phosphorous for crop production.
• Recovering ammonia from wastewater and turning it into green hydrogen fuel.
• Turning heat recovery from purification process into energy.
• Making fertiliser products from production carbon exhaust.
• Creating oxygen for commercial sale from sustainable hydrogen electrolysis.
• Extracting cellulose from the waste stream.

In addition, newer technologies such as AI and digital twins provide more efficient and sustainable ways for the industry to plan, model, simulate, and operate.

Building collaborative innovation ecosystems in water companies

As Ofwat increased sustainability standards in PR19, so did the estimation that the UK will need an extra 3.4 billion litres of water daily between 2035 and 2050.

Human-managed water systems degrade as they’re used. Circularity has the potential to achieve resource efficiency, reduce waste production and to improve environmental, economic and social sustainability. This can be achieved in the transition of wastewater treatment plants to resource recovery facilities, to recover materials and energy. Additionally, circularity can enhance resources via the use of alternative water sources such as rainwater or stormwater harvesting.

This restructuring is an opportunity for UK water companies to be a beacon for sustainability. They can drive progress in the water sector worldwide as we collectively push towards UN Sustainable Development Goals. However, for there to truly be a sustainability revolution in the water sector, we need to collaborate. This is not just between utilities, but regulators, transformation companies and other stakeholders as well. By working together, water companies can improve environmental performance, keep their assets safer, reduce costs, and deliver greater efficiencies.

Therefore, collaboration with transformation companies can play a key role. The right insights at the right time can put utilities on a path to reduce water usage and reach their customer service and sustainability goals. At the same time, technology has become more accessible, with the cost of tools like AI, IoT and smart devices decreasing. There has never been a better time to take a great leap forward to achieve a true digital transformation. Together, we can create a resilient, digital water utility for the future that embraces sustainability.

Find out more

Intelligent Energy Management Systems

Microsoft’s commitment to sustainability

Resources to empower your development teams

Sustainable software engineering

About the authors

Rik joined Microsoft at the start of 2020, with responsibility for Microsoft’s strategy across manufacturing, energy and resources in the UK. He is Microsoft’s lead when working with regulators, industry bodies, industry partners, and our largest customers to ensure Microsoft enables the needs of industry. Since joining, Rik has become a board member in techUK’s Smart Energy & Utilities working group, techUK’s Digital Twin steering board, UK Research & Innovation Manufacturing Made Smarter board, and the BIM4Water Digital Skills steering group. Prior to Microsoft, Rik worked at Cisco for 13 years, with global lead roles in energy and resource industries, IoT and security, and digital transformation.

He has an MBA in international leadership and is currently studying for a Masters in Green Economy.

Mark is a director of Ernst & Young’s insight-led transformation services in the UK. He also leads business development for the UK data and analytics practice and is an analytics subject-matter expert for the UK power and utilities sector. He works across all sectors with a focus on UK power and utility clients providing services in support of insight-led operational optimisation.

The post How water companies can reach their sustainability goals through digital modernisation appeared first on Microsoft Industry Blogs - United Kingdom.

At Microsoft, we support Central Government organisations to enable employees to automate their workflows and business processes. We focus on everyone from civil servants on the frontline to technology experts. Our platform brings together Robotic Process Automation (RPA) and Digital Process Automation (DPA) into a single cloud-based solution. As a result, it has recently been named a leader in the 2021 Forrester Wave for Robotic Process Automation.

The public sector needs to respond to new challenges such as increasing digital services to citizens and giving civil servants more resources on the frontline. Meanwhile, organisations face a skills shortage and increased demands to be more responsive. This is a great opportunity to look at RPA. But how can we ensure it delivers what you need?

Streamline operations with intelligent automation

RPA turns manual tasks into automated workflows by recording and playing back human-driven interaction with systems that don’t support API-based automation. What this means is you can automate processes and exchange data with legacy, on-premise software. What happens when you combine RPA with AI and digital process automation (automated workflows across cloud services)? You get an end-to-end solution. One that creates reusable workflows or processes you can use throughout the organisation on a secure platform. This reduces the time it takes to complete tasks and reduces paper-based processes. Additionally, it frees up employees to focus on strategic work or spend more time with citizens.

Microsoft Power Platform is an intuitive, extensible platform of low-code tools. It empowers all users to collaborate and build transformational solutions.

It has seamless integration to Microsoft 365, Dynamics 365, Azure and more than 400 native connectors. This means users can break up data silos, surface insights and create flexibility in business processes. You can build all these solutions in-house. As a result, you’re reducing your IT spend while giving yourself more capabilities.

For instance, the Care Quality Commission (CQC) is responsible for monitoring the quality of care providers across England. To reduce manual paper processes, they built a low-code app with Power Apps for inspectors to use during site visits. They can complete reports quickly and easily onsite. In the meantime, that data flows back to connect to other inputs, such as online reviews, and social media. As a result, this delivers a more holistic view of care providers to CQC.

Gain new insights and reduce silos with intelligent automation

One of the benefits from having intelligent automation is the insights you can gain from it. As a result, you will be able to provide better services to citizens, improve employee wellbeing, and create new innovations.

To help decide which tasks to automate, we have introduced Process Advisor, a new process mining capability in Power Automate. It helps organisations better understand how their employees work. Process maps show the steps, repetitions, and provide out of the box analytics. Using these insights, organisations can decide which tasks to automate breaking down the barriers that might make it difficult for an organisation to identify where they might benefit the most from automation.

For example, Colchester Borough Council uses Microsoft to help deliver their services to 192,500 residents. They have used insights collected via Power BI to uncover areas of their Borough that need extra resources or information. With the help of Power Apps and Power Automate, staff can access, update, and share case and service information. They can do this securely via desktop and mobile devices in real-time.

Keeping your data safe

The public sector often deals with sensitive personal information. This means it’s important you ensure your technology is secure and compliant. Power Platform is built on Microsoft security standards. This includes the strong security and compliance features of Microsoft Azure and Microsoft Azure Active Directory. Azure benefits from multi-layered security with integrated controls in hardware and firmware. Admins can monitor usage and business impact across the entire tenant. This helps securely deploy and support a low/no code platform. Power Platform monitoring tools help you gain full visibility of what employees are building. At the same time you have visibility over the use of these apps and flows. This is a key difference from other IT development projects. Traditionally, IT teams can struggle to gain a full understanding of usage and data access.

Additionally, there are many targeted security and governance capabilities. These enable environment and tenant-wide data exfiltration governance as well as fine-grained data loss prevention rules and support.

Empowering the public sector with intelligent automation

According to a Forrester Total Economic Impact of Power Automate, using an intelligent automation solution in the cloud can deliver a three-year return on investment of 199 percent. In order to face unprecedented challenges and changes that the UK is facing, we built an Intelligent Automation Blueprint to stimulate thought and provide ideas for central government.

The public sector needs to identify the opportunities for automation, as well as the technology to deliver it. Power Automate is helping reduce repetitive, manual, time-consuming tasks so civil servants can focus on strategic work. Ultimately, this is helping deliver better services to citizens.

Power Automate can deliver quick wins. But it should be considered a core part of a long-term strategy to ensure your organisation is well equipped to become digitally transformed.

Find out more

A blueprint for intelligent automation

Learn how to meet challenges with Power Platform

About the author

Andy has worked in delivering IT and Business solutions to Public Sector for the last 26 years. He has a passion for business improvement. Andy currently leads a team in Microsoft which provides cloud services to Central Government and Public Safety/National Security customers.

The post How the public sector can streamline operations and innovate with intelligent automation appeared first on Microsoft Industry Blogs - United Kingdom.

I recently joined in a panel discussion with business leaders in the telcom and tech industries who spoke about how organisations can start planning thier own customer experience transformations.

“In an industry where you have a lot of competition and very low switching costs; products and services are becoming increasingly commoditised. Telcos need to differentiate in customer experience to grow,” says a telecom industry lead.

The future state of customer experiences

Customer expectations have outpaced their present experiences. This makes ensuring positive experiences vital for a brand’s reputation and profitability.

A 2018 PwC report into customer experiences found that 43 percent of customers surveyed would pay a premium for greater convenience, while 42 percent would pay for a more friendly experience.

Pair with this the importance of telecoms updating their infrastructure and moving to 5G – now has never been a better time for organisations to reduce silos and create unified data streams. An organisation needs to ensure all their employees have access to and can understand data to provide these pivotal customer experiences.

However, what we are seeing is a lag between business strategy and the technological upgrade needed to support it.

“You can spot all the exciting opportunities in the horizon, but it’s difficult to execute those given the current tech and infrastructure that telcos are operating on,” says an industry expert. “There is a real job to be done around modernisation within IT and within architecture.”

So how do telecoms modernise and develop better customer experiences?

A truly integrated customer journey

“Designing and delivering innovative new products and services that create demand, reasons to stay beyond switching costs, and then reasons to recommend means not just meeting – but exceeding – every single interaction,” says a telecom industry lead.

They add that omnichannel has gone further, into opti-channel – where each touchpoint has a thoughtful role to play in the customer experience. However, the challenge is the handovers – where critical information gets lost between agents or touchpoints and the customer gets frustrated.

Take advantage of a solution such as Microsoft Dynamics 365 that integrates data from across all silos – sales, marketing, supply chains, and more into the customer journey. When the customer is at a certain touchpoint, all the information needed to help that customer is there. It can even provide predictive insights, so you can help the customer before they realise they need assistance. This means your employees can focus on providing quick, reliable and personalised service.

Engaging customer experiences that generate trust

Telecom firms handle a lot of unique data around customer identities. And security is highly important to customers and your reputation. “When we look at identity across any industry right now, it’s about the security and privacy of the end consumer and the trust that you have. That is part of the experience,” says an industry expert.

There’s still a stereotype that privacy and security hinder employee productivity. But with solutions that have built-in intelligent security, you can actually enable productivity. AI and automation take over low-level monitoring, so IT teams can focus on more important tasks. Integrated security that authenticates users and endpoints works in the background. This means employees can get on with their work, while data stays protected.

Empower customer experiences with AI and analytics

“The focus has morphed from [analytics] being an afterthought to ‘I need to do this because it’s important for my business,’” says an industry partnership leader.

AI and analytics are helping telecom firms build new data-driven operation models within their organisation. It can help augment customer touchpoints and create stronger brand experiences. A chatbot powered by AI, for example can answer frequently asked questions. An app can help a customer onboard and activate new products and services instantly. Putting this data into your employees’ hands means they can provide better and more personalised experiences. It also can be used to streamline operations. This gives employees more time to spend with customers or more time creating innovative services.

“If you can reduce the call handling time, if you can give more specific and relevant service more rapidly, that is a huge improvement on your customer satisfaction score or NPS score. That translates directly into revenue,” says an industry expert. “Giving sales associates access to those kinds of data points is absolutely critical. There is a significant area here of augmenting the physical experience.”

From there, you can use the data collected to start turning insight into value and discovering where business opportunities lay.

A 360-degree customer view

For employees to provide the best customer experiences, they need to have a full view of customer data. Reducing silos and unifying data is the best way to do this.

“The single customer view and the customer data platform project are absolutely critical,” says an expert. “Effectively building the single customer view and then having a way to have systems and data visualisations to be able to democratise that across the business.”

Our industry partnership leader agrees. “I think the most important point is democratising data,” they say. “Standardising data and making it simple to use in the form of APIs.”

Solutions that present data in easily digestible ways, like Microsoft Dynamics 365 or Power BI ensure your employees are confident interacting with and understanding it. Power Apps empowers your people to be able to build low and no code apps and solutions.

Part of democratising data is to ensure that your employees have the skills to do this. Make a digital literacy programme available, leveraging a mix of self-service, on-demand and online training to ensure everyone gets re- and up-skilled.

Effective customer experiences are the new premium services

“The limiting factor to innovation and the customer experience used to be our own imagination. But we can literally design and build anything we come up with today,” says a telcom business leader.

Reduce silos, unify business data and integrate secure solutions that provide 360-degree customer views. You can then easily create experiences that delight and engage customers throughout their lifecycle. This data can be used to drive real value, turning telecom firms into real drivers of business and create new partnerships, innovative products, and build sustainable growth.

Find out more

Empower your employees to thrive

Discover how to build a data-driven organisation

About the author

Passionate about the transformation technology can bring, Stuart is an Industry Lead for Media and Telecommunications within Microsoft, where he relishes any opportunity to offer his entrepreneurial spirit and natural storytelling ability to challenge organisations to ‘refocus the lens’ in order to create a successful impact through the adoption of innovation.

He is a lead spokesperson for innovation within the media industry and has played both sides of the fence. Stuart started his career as a BBC Journalist before moving into a number of roles in media production. From here, the pull of technology innovation took him into development and R&D, then corporate strategic management and change consultancy for some of the biggest media brands around the globe.

Over the last 20+ years, Stuart has helped deliver major business transformation having held significant change roles at companies ranging from the BBC, Endemol Shine Group, to Sony.

The post How to make customer experience the key differentiator in telecoms appeared first on Microsoft Industry Blogs - United Kingdom.

Early on, I heard someone say: “Change shopping or customer service for six weeks, and it’s changed for life.” This has never been more true and has been accelerated through COVID-19.

Let’s not forget these changes have been coming down the line for a while. It’s just their adoption has been sped up. For customers, it’s the move into more digital channels or the demand for omni-channel experiences. For retailers, it’s the need to leverage technology to provide better support for customers and employees alike.

So how do we ensure the future of retail and the success in the new world of work? By being smarter, more resilient, and even more customer-focussed than ever before.

1.      Implement the right infrastructure and processes

When you get down to it, commerce is based on conversations between employees or from employee to customer. People are the heart of business. That’s why it’s so important to have the tools that facilitate effective communication and collaboration.

During the first half of 2020, we saw a rise in digital communication platforms like Teams. This allows for everyone – frontline staff, warehouse staff, head office staff, to access a single source of information at the same time and work together seamlessly and securely from anywhere.

As we look to the future of retail, see where you can remove other silos in your organisation – such as integrating your data and analytics. By bringing together communications, commerce, and customer profiles, you can give employees the ability to access real-time insights that can help them deliver better customer experiences in-store and online.

We’ve had a partnership with Marks and Spencer for a while, helping them integrate data and analytics across every endpoint to drive better customer experiences and build resilience. So, when they moved to more remote ways of working, they were able to leverage the tools they already have.

“Colleagues have enjoyed being much more multitasked and multiskilled and enabling lots of digital technologies to really support them and deliver optimised customer experiences,” says Helen Milford, Stores Director at Marks and Spencer.

2.      Harness the power of productivity tools in the new world of work

When you break down organisational siloes and create a 360-degree holistic view of the organisation, it becomes much easier to make data-driven decisions that drive sustainable growth. It’s also easier to use AI and machine learning to optimise customer data, so your employees can focus on delivering personalised experiences.

Think about using tools and devices that empower your employees to work in their best way, securely, from anywhere. Tools such as Microsoft Teams, Dynamics 365, and Power BI, help you connect all your data together, so your employees have it when they need it. And because they work across a range of devices, your employees can securely access information wherever they are.

By bringing all your data together, you can drive real insights and make real-time and predictive decisions, making you more resilient and agile. Using IoT in stores and warehouses, for example, can not only create safer spaces with traffic and stock management, but employees are empowered to tailor each store to their direct customers, using real-time insights to optimise stores, predictively order stock, and deliver personalised customer experiences.

3.      Drive innovation and new customer experiences with apps

The retailers that are successfully using technology to be more productive are also driving innovation with new applications to aid business. This also involves taking advantage of your employee’s ideas to drive better customer experiences.

How can a retailer do this productively? With no/low-code platforms such as Power Apps and Power Platforms. These help you quickly scale out new apps securely to your employees, or even out to your customers. Marks and Spencer are well-known for their popular bra fitting and child shoe sizing services. However, currently social distancing means these services are hard to offer. By quickly creating apps that offer this, they can still provide their customers with the services they know to expect, while gathering data on products and customer behaviour to drive better experiences in the future.

How to succeed in the future of retail

The retailers that will be successful now and in the future are the ones who have leveraged this opportunity. They use data and analytics to free up employee’s time. They can then focus on driving better customer experiences and increased value for the business.

“People are at the start of a digital journey, and they need to constantly review and reflect on what they’re doing,” says Simon Bennett, CTO EMEA, Rackspace Technology. “I think there’s a constant innovation that will happen and we’re at the start of an interesting journey.”

It’s not just about merchandise, marketing, or technology. It’s about retailers coming together in the service of their employees and their customers.

By breaking down those organisational siloes, you can bring your people together. This will help create a culture that focusses on innovation and inclusiveness to build sustainable growth.

As a result, retailers can build better businesses that make faster decisions. Ultimately, that will help them become more resilient and innovative in the new world of work.

Find out more

Watch the webinar

4 ways to use data and analytics on your innovation journey

4 ways to nurture success in the new world of work

Creating a blueprint for UK effectiveness

Join the conversation at Envision

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About the author

Ali is a highly successful award-winning industry-business leader, with a successful career spanning 22 years working in the retail and technology sectors including Executive Director of Retail at Verizon. He works as the Microsoft UK Retail Industry Executive creating visionary, business, and technology outcomes for customers and partners in this area.

Outside of Microsoft Ali, hosts and runs The Retail Podcast. He is also an advocate for (CALM) a leading movement against suicide. Every week 125 people in the UK take their own lives. And 75 percent of all UK suicides are male.

The post 3 ways to work smarter and prepare for the future of retail appeared first on Microsoft Industry Blogs - United Kingdom.