In a recent MIT Sloan Management Review report, Aligning the Organization for Its Digital Focus, nearly 90% of more than 3500 business executives from around the globe said they anticipate their industries will be moderately or greatly disrupted by digital trends.

So what are these and other organizations doing to prepare?

Recently, Microsoft commissioned Forrester Consulting to better understand if, and how, enterprise organizations around the globe are pursuing digital strategies. According to the study, which polled more than 250 senior business executives across Brazil, Germany, Japan, the United Kingdom and the United States, almost half (47%) said their organization has already developed a full strategy for digital transformation that not only lays out how they will use digital assets to create new sources of value for their customers and grow revenue – but also how they will create greater operational agility in service of their customers.

A lesser percentage, 39%, said they currently only have a limited digital transformation strategy in place. For these organizations, their strategy does not involve actively pursuing new business models to drive revenue growth, but rather “bolting on” digital elements to their existing business model.

Of the remaining executives polled, 12% said their organization had no digital transformation strategy in place, but were in the process of developing one. The other 2% said their organization has no plans to develop a digital transformation strategy.

A compelling finding in this study was the success being achieved by those organizations that not only had a full digital transformation strategy in place, but had their CRM, ERP, business intelligence and productivity technologies incorporated and aligned. These organizations were experiencing notable gains in key business outcomes compared to others:

Interested in learning more about how other organizations are approaching digital transformation, along with the outcomes they’re seeking, the challenges they’re facing and the improvements they’re realizing?

Read this new Forrester study commissioned by Microsoft, Accelerating Digital Transformation with Technology.

Click here.

The post New Study Highlights the Role Technology Plays in Accelerating Digital Transformation appeared first on Microsoft Dynamics 365 Blog.

The Microsoft Stores have a story to tell: a digital transformation story that continues to be written, chapter by chapter, by One Microsoft.

From the storefront to the back office, Microsoft’s retail success is powered by its own technology. For example, Azure powers the videos that play on the walls of more than 100 locations worldwide. Office 365 provides the latest information to the stores’ more than 3,500 associates. And Dynamics 365 is helping the Microsoft Stores deliver a more personalized and transformative customer experience from acquisition all the way through to retention.

Empower Employees, Engage Customers

To acquire new customers and create raving fans of Microsoft products and services, engagement with the Microsoft Stores’ more than 50 million customers are managed through Dynamics 365. “The ability to access insights on all of our customers empowers us to provide a level of personalized service that truly sets our store experience apart from the competition,” notes Travis Walter, General Manager, Worldwide Physical Stores.   

From scheduling appointments to interacting with customers who walk into the store, Dynamics 365 empowers employees with the knowledge they need to engage customers in a more personalized way, from information on the products the customer owns to previous transactions and interactions. Dynamics 365 is available on all associates’ POS devices, be it mobile or hard-line, so customers don’t have to move around from place to place or associate to associate during their visit to learn more, make a purchase or request support.

If a customer does need support with a product or service, associates can immediately move from sales to service in Dynamics 365 to create a case. The customer service case is then shared between the associate in the front of the store with the technical associate in the back who will work on the device or issue. As service is underway, the customer is kept informed of progress via email, phone or text – whichever method the customer prefers.

But the engagement doesn’t stop once the customer leaves the store. Dynamics 365 is also used to email receipts, collect customer feedback, and to provide additional product and service information through nurture campaigns. Dynamics 365 is also used to help promote and manage the up to 4,000 events and workshops that are held in stores weekly. Microsoft has found that customers on average spend two times more with Microsoft because of continued engagement.

Optimize Operations, Transform Products

Dynamics 365 also helps power the more than 5,000 transactions that happen every day in store. Beyond sales management, Dynamics 365 is used to look up and organize inventory, complete cycle counts and manage inventory in the back of house.  “Dynamics 365 is the life force behind our operations. The Operations and BI capabilities allow us to be operationally efficient across our entire system, as well as in reporting back to Corporate,” says Walter. At any time, on any device, I can access real-time data on store performance. That type of access to information is incredibly valuable for retailers.”

The Microsoft Stores’ finance team uses Dynamics 365 for Operations to manage integration with the Corporate General Ledger and reporting systems to report accurately out to Wall Street. It also leverages the tax calculation in Dynamics 365, with invoice management for small, medium and business sales. (Did you know? Business sales make up more than 35% of the stores’ revenue outside of product launches and holiday sales.)

As the added intelligence behind optimizing operations, PowerBI provides reporting and analytics on customer usage of devices, customer acquisition in stores, event theater utilization, and the customer and product feedback needed (and used) to transform products. More than 600 product improvements are the direct result of customer feedback from the Microsoft Stores.

Continuing Transformation

Microsoft Stores have come a long way since the first location’s opening in Scottsdale, Arizona in 2009 – and so has Microsoft technology. With physical and digital store locations in approximately 190 countries around the world today and Microsoft’s leadership innovation in the Internet of Things, artificial intelligence and virtual reality, there’s no end in sight to the Stores’ and Microsoft’s story of digital transformation. It will just keep getting better and better.

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Learn More About Retail Digital Transformation

To learn more about Microsoft Stores, click here.

To learn more about Dynamics 365, and how its empowering digital transformation in retail (and every industry), click here.

The post Dynamics 365 and the Microsoft Stores: Partners in Digital Transformation appeared first on Microsoft Dynamics 365 Blog.

According to a recent MIT Sloan Management Review and Deloitte University Press report, Aligning the Organization for Its Digital Focus, nearly 90% of more than 3,700 business executives, managers and analysts from around the globe say they anticipate their industries will be moderately or greatly disrupted by digital trends. Yet less than half (44%) currently believe their organization is adequately preparing for this digital disruption.

In a webinar available on-demand, Forrester Vice President and Principal Analyst Nigel Fenwick discusses key differences between digital predators (those organizations moving farther the fastest when it comes to digital transformation) and digital prey (those brands and organizations likely to be disrupted). And the difference lies in rethinking how value is being created for customers.

As customer expectations rise, notes Fenwick, without changes in the experience, perceived value decreases. While digital prey maintain a traditional focus on products and services, digital predators focus on improving or evolving customer experiences, outcomes and desires.

Notes Fenwick, new digital experiences and emerging digital technology are becoming an essential part of value delivery. Think of the digital disruption of Blockbuster by Netflix as an example here, or the changes and evolution happening in retail.

To survive today and thrive tomorrow, businesses require a new way of thinking – one that is customer-obsessed around designing experiences, delivering outcomes and satisfying desires. According to the Walker Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator. But according to more and more influencers, it already has.

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Learn to Lead in Digital Transformation

In an on-demand webinar, Forrester Vice-President and Principal Analyst Nigel Fenwick discusses six keys to digital transformation and driving new customer value and revenue which revolve around:

1. Recognizing the digital disruption that’s happening now across all industries
2. Getting executive support to reshape how the business creates new value
3. Knowing the strength of, and fostering, agility
4. Finding the right employees with digital skills or training toward that goal
5. Making CIOs and CMOs strategic partners
6. Leveraging the right technology to create new sources of value for customers.

For those starting, leading or supporting digital transformation initiatives, this is a webcast you won’t want to miss.

Click here to register.

The post Digital Transformation: Is Your Organization the Digital Predator or Digital Prey? appeared first on Microsoft Dynamics 365 Blog.

 In a recent webinar available on-demand, Forrester VP and Principal Analyst Nigel Fenwick revealed that digital predators (those organizations moving farther the fastest when it comes to digital transformation) have one thing in common: customer obsession. And this even translates to the metrics they’re measuring…

In the research note Define New Metrics for Digital Business Success, Forrester analysts advise that the performance metrics that have and continue to serve IT teams well aren’t necessarily the best to measure digital transformation performance and success.

Instead, to fully measure the impact of digital transformation, executives must first look at the world through their customers’ eyes. They must adopt a customer-obsessed operating model which requires businesses and organizations to be:

• Customer-led

• Insights-driven

• Fast

• Connected.

This research note, authored by Forrester principal analysts Nigel Fenwick, Tim Sheedy and others, navigates the change needed and provides the key indicators plus 12 customer-focused metrics organizations need to begin monitoring and measuring today in the Age of the Customer.

Download the report which provides strategic recommendations from Forrester.

Click here.

The post Read the Forrester Report: Define New Metrics for Digital Business Success appeared first on Microsoft Dynamics 365 Blog.

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

Through our own State of Global Customer Service Report we have learned from consumers that their expectations for customer service are growing exponentially:

• 97% say customer service is important in their choice of, and loyalty to, a brand.
• 55% of consumers’ customer service interactions now begin online rather than on the phone or in person
• 75% note that they have used a search engine to try and find answers to their customer service questions
• and 90% of global consumers expect a brand or organization to have an online self-service offering.

For this reason and others, we are excited to announce that Microsoft Dynamics 365 for Customer Service has been named the winner in the web support category of the 2017 CRM Magazine Service Leader Awards.

Notes Forrester Principal Analyst Ian Jacobs in his review for CRM Magazine, Microsoft’s “’product design remains strongly focused on usability, with a reputation for a better cost structure than much of the competition.’ Furthermore, its road map ‘shows a strong commitment to customer experience–focused developments.’”

Forrester VP and Principal Analyst Kate Leggett says in the magazine, Microsoft’s web support solution “’offers strong process guidance, good omnichannel capabilities, and robust knowledge management at an attractive price.’ She adds that it has ‘an exciting product direction focused on embedding intelligence and prescriptive advice into its core solutions.’”

In the 2017 awards, Microsoft Dynamics 365 has also been recognized with a 2017 CRM Magazine Service Leader Award in the customer case management category.

In his review for CRM Magazine, Mitch Kramer, senior vice president and analyst at the Patricia Seybold Group, notes Microsoft has “’collected all of the high-end apps, offering cloud deployment and including new and useful technologies’ such as artificial intelligence (AI).”

Notes Jacobs in his review for the publication, Microsoft’s customer service solution “’continues a sharp focus on usability and rapid time to proficiency.’ Additionally, it has “’strong vertical plays, including in key customer service markets such as financial services and retail.’”

We truly appreciate the recognition Microsoft Dynamics 365 has received in this and other early 2017 awards including the CUSTOMER Magazine Product of the Year Award, the 2017 CRM Watchlist Elite award and two Stevie® Awards for Dynamics 365 for Sales and Dynamics 365 for Customer Service.

The CRM Magazine Service Leader Awards are especially meaningful as they are judged by a panel of industry analysts evaluating on criteria which include reputation for depth of functionality, reputation for company direction, reputation for customer satisfaction and five-year cost for software and maintenance.

This recognition is truly a great motivator as we continue to invest and move forward in innovation for our customers – and for their customers.

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Learn More About Customer 
Service Goals & Challenges

In a Forrester report titled The Mandate for Intelligence Customer Service, Forrester Research outlines the challenges and the impact of customer service when it comes to the overall customer experience following a survey of top professionals. Find out what they had to say and how to improve your organization’s own customer service and customer experience.

Click here to access the Forrester Report.

To learn more about transformation tools that not only help to deliver a more consistent customer service experience, but a more consistent overall customer experience through better collaboration with sales, marketing and other departments, check out Dynamics 365 for Customer Service.

The post Microsoft Wins in 2017 CRM Magazine Service Leader Awards appeared first on Microsoft Dynamics 365 Blog.

On April 24 – 26, the Nation’s Capital plays host to CRM Evolution, accompanied by the Customer Service Experience and SpeechTEK conferences running concurrently. Sessions at the conference hosted by CRM Magazine run the gamut from customer engagement innovation and best practices, digital transformation, AI, conversational interfaces, bots and virtual assistants. All sessions showcase the exciting future of customer engagement and customer service as discussed by top industry analysts including Paul Greenberg, Ian Jacobs, Esteban Kolsky, Rebecca Wettemann, Josh Greenbaum, Brent Leary and more. 

Microsoft is pleased to once again be a platinum sponsor of CRM Evolution. We invite you to join us at the event for key speaking sessions which begin on Monday, April 24, with Microsoft Dynamics 365 Principal Program Manager Kishan Chetan discussing the innovative future of customer engagement and the digital transformation success stories Microsoft is creating for customers with Dynamics 365.

Then on Tuesday, April 25th, Microsoft Dynamics 365 Principal Program Manager Kishan Chetan joins Oracle VP of CRM Product Management and Product Strategy Melissa Boxer; VP of Products for Salesforce Einstein Marco Casalaina; SAP Hybris Global VP Volker Hildebrand and Lithium Chief Data Scientist Michael Wu for an exciting and insightful panel discussion on artificial intelligence’s role in shaping modern customer engagement.  

Hosted by industry analyst Brent Leary, this panel brings together several top executives in the CRM industry to discuss important topics surrounding AI and how it will change customer engagement in the enterprise, including: 

• What’s driving the push for AI
• The different areas of AI (machine learning, deep learning, etc.) and the roles they play in customer engagement strategy and implementation
• How AI is changing traditional aspects of CRM/customer engagement
• How AI is effecting CRM platform development and infrastructure
• How AI is impacting the adoption of new tech initiatives, including chatbots, digital assistants and IoT.

There’s no denying the interest and attention artificial intelligence (AI) has today in the enterprise. But how should your organization leverage the power of AI to improve the way it interacts with customers across all phases of the customer lifecycle? Learn more at CRM Evolution.

The above are just the Microsoft-related sessions of the conference. The collective takeaways from CRM Evolution, Customer Service Experience and SpeechTEK are impressive. Read 16 top takeaways from the 2016 conference here. 

If you’re going to CRM Evolution or the accompanying Customer Service Experience or SpeechTEK conferences, be sure to say hello to the Microsoft Dynamics 365 team. We look forward to talking with you about best practices and continued innovation in CRM, customer service and customer engagement. 

If you can’t be there in person, be sure to follow the conference conversations on Twitter April 24, 25 and 26 using the hashtags #CRMEvolution, #CustSE and #SpeechTEK and watch for Microsoft’s Top Takeaways post following the conference.

We hope to see you there!

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Learn More about Microsoft Dynamics 365

Learn more about Microsoft Dynamics 365, Microsoft's next generation of intelligence business applications  that unify CRM and ERP capabilities, enabling your organization to grow, evolve and transform to meet the needs of your customers and capture new opportunities.  Click here.

The post Get Innovative Insights on Customer Engagement: Join Microsoft at CRM Evolution appeared first on Microsoft Dynamics 365 Blog.

By the end of 2017, two-thirds of the CEOs of Global 2000 companies will have digital transformation at the center of their corporate strategy, according to the report IDC FutureScape: Worldwide Digital Transformation 2016 Predictions. And the leaders in digital transformation, notes Forrester Vice President and Principal Analyst Nigel Fenwick, will have a key commonality: customer obsession. 

In a March 29, 2017 webinar, Fenwick will discuss how digital transformation for any brand, agency or organization requires a fundamental shift in how the organization delivers value and drives revenue. Many of today’s organizations are approaching digital transformation with a bolt-on or project-based strategy rather than a transformational change, which is limiting their momentum, explains Fenwick.

Instead of designing a new vehicle, they’re simply adding a spoiler to their existing one in hopes that it will take them where they want to go.

Notes Fenwick, the selection and pursuit of either this truly transformational or bolt-on approach to delivering customer value and driving revenue is quickly creating leader and laggard categories in digital transformation: (1) dinosaurs who face extinction if they don’t face change and create it; (2) transformers who are on their way to digitizing their business strategy; and (3) predators who have taken the early lead and are creating roads where there were none before.

In the March 29 webinar, Fenwick will show how the success of the digital predators lies at the intersection of creating new sources of customer value and delivering world class customer experiences.

He’ll also discuss six keys to digital transformation and driving new customer value and revenue which revolve around:

1. Recognizing the digital disruption that’s happening now across all industries
2. Getting executive support to reshape how the business creates new value
3. Knowing the strength of, and fostering, agility
4. Finding the right employees with digital skills or training toward that goal
5. Making CIOs and CMOs strategic partners
6. Leveraging the right technology to create new sources of value for customers.

For those starting, leading or supporting digital transformation initiatives, this is a webcast you won’t want to miss.

Click here to register.

The post 6 Keys to Drive New Customer Value and Revenue appeared first on Microsoft Dynamics 365 Blog.

As we continue to innovate across Microsoft with our customers and their digital transformation needs in mind, we are excited to announce that TMC, a global integrated media company and publisher of CUSTOMER magazine, has recognized Dynamics 365 with a 2017 Product of the Year Award.

We truly appreciate the recognition Microsoft Dynamics 365 has received in this and other early 2017 awards including the 2017 CRM Watchlist Elite award and two Stevie® Awards for Dynamics 365 for Sales and Dynamics 365 for Customer Service.

Notes business applications general manager Alysa Taylor, “with Dynamics 365, Microsoft has united its CRM and ERP capabilities with productivity and intelligence to deliver transformational business application technology to our customers.

“We are honored by this Product of the Year award, which confirms both our forward-thinking innovation and the benefit to customers.”

The CUSTOMER Product of the Year Award annually recognizes vendors that are advancing CRM, the call center, and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.

On behalf of TMC and CUSTOMER magazine, Rich Tehrani, CEO of TMC had this to say about this 2017 award. “Microsoft Dynamics 365 has proven deserving of this elite status, and I look forward to the continued innovation from Microsoft in 2017 and beyond."

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Learn More

Learn more about Microsoft Dynamics 365, Microsoft's next generation of intelligence business applications  that unify CRM and ERP capabilities, enabling your organization to grow, evolve and transform to meet the needs of your customers and capture new opportunities.  Click here.

The post Microsoft Dynamics 365 Wins 2017 CUSTOMER Magazine Product of the Year Award appeared first on Microsoft Dynamics 365 Blog.

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already expect a customer service agent to know their contact information, product information and service history without being asked when they engage for support.

According to the same report, 77% have a more favorable view of an organization that offers proactive customer notifications. And while most brands are still working to improve on reactive, proactive and personalized customer engagement, its predictive that has set the next bar.

In the Walker Customers 2020 report, more than 200 global business and customer experience professionals were asked what type of customer experience metrics they currently focus on most. Today, 60% say it’s metrics showing what has happened to customers in the past.  But by 2020, 83% say it will be metrics showing what the customer intends to do in the future.

Note the authors, “Today, it is reactionary, after the fact. In 2020, customers will expect firms to be ahead of them, knowing what they need before they themselves have shown the need.”

Customer service professionals, who play a tremendous role in customer engagement, agree. In the Dimension Data 2016 Global Contact Centre Benchmarking Report which surveyed 1,320 professionals across 81 countries and 14 industries, customer analytics was voted the top industry shaper over the next five years.

And in marketing, roughly four in 10 of the in-house teams and agencies surveyed by Econsultancy say they are either using, implementing, or budgeting for predictive analytics. Seventy percent (70%) say customer engagement is their highest priority for developing these capabilities – which goes hand in hand with increasing revenue, the other top priority.  

Quickly setting apart the leaders from the laggards in this area (beyond adoption) is the ability to turn collected data into action. According to Forrester Research, 73% of companies surveyed said they understand the business value of data and aspire to be data-driven, but just 29% say that they can currently turn data into action.

Artificial intelligence may just provide the boost brands need. In a 2017 webcast available on demand, Constellation Research Founder and Principal Analyst Ray Wang notes he believes AI will have the greatest impact for the greatest number of businesses in the future.

"If you talk to Cortana and use conversations as a service, you see recommendations pop up. People talk to their phones today. People talk to devices in their house.

"That piece is learning from you – and all the self-learning and machine learning parts of AI are going to have the greatest amount of business impact inside every organization."

In the webcast, Wang presents the seven spectrums of outcome for AI based on its ability to continuously learn:   

1.      Perception (what’s going on?)

2.      Notification (what do I need to know?)

3.      Suggestion (what should I do?)

4.      Automation (what should always happen?)

5.      Prediction (what can I expect?)

6.      Prevention (what can I avoid?)

7.      Situational Awareness (what do I need to do right now?)

The future of customer engagement is bright, intelligence-based – and highly competitive. Time to get started on predictive if you haven’t already.

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Learn More About Technology
Trends Affecting Business

Learn more about how artificial intelligence and other transformation technologies are shaping and shifting the way organizations engage customers, empower employees, optimize operations and transform products.

In a new on-demand thought leadership webinar, Ray Wang, Constellation Research Principal Analyst, Founder, Chairman and author of the new best-selling book Disrupting Digital Business, discusses the keys not just to getting started on a digital transformation initiative, but what is needed to succeed, including the roles of:

• company culture 
• data-driven decision making
• and innovative technology.

Click on the link below to receive and view the on-demand webinar. Whatever your role, this is a not-to-be-missed presentation to move forward in 2017 and beyond:

To learn more about transformational tools that are enabling organizations across all industries to drive customer engagement, and new digital business models, through the use of artificial intelligence, check out Dynamics 365, Microsoft’s next generation of intelligent business applications.

The post Predicting: The Future of Customer Engagement appeared first on Microsoft Dynamics 365 Blog.

“Cortana?”

“I’m listening…”

“Define artificial intelligence.”

“According to merriam-webster.com, the simple definition of artificial intelligence: ‘an area of computer science that deals with giving machines the ability to seem like they have human intelligence; the power of a machine to copy intelligent behavior.’”

Ready or not, artificial intelligence is here; and it’s here to stay. Businesses and organizations that have taken an early lead in the adoption and use of artificial intelligence (be it natural language processing, machine learning, deep learning, or cognitive computing) are simply scratching the surface of its potential to not only improve sales, service, marketing and operations, but to discover and deliver new digital business models.

In the 2017 Economist Intelligence Unit report, Artificial Intelligence in the Real World, 75% of more than 200 business executives surveyed said AI will be actively implemented in their companies within the next three years.

And while many are wary of its potential to reduce human employment, 27% say introducing artificial intelligence to business will improve decision making; 26% believe it will improve customer service; 29% say it will improve operating efficiency; and 17% said it will increase sales revenue.  

Overall, 79% of the 200 executives surveyed around the globe believe artificial Intelligence will make their job easier and more efficient.

To Disrupt, or Be Disrupted

In leading digital transformation initiatives, artificial intelligence is playing a key role. A 2016 Narrative Science survey reports that 58% of enterprise business executives are already using predictive analytics within their organizations.

Sixty-one percent (61%) of those who have an innovation strategy say they are using AI to identify opportunities in data that would otherwise be missed. Only 22% of respondents without a strategy could say the same.

In the EIU survey referenced previously, organizations realize the potential for disruption. Almost half, 44%, worry delaying artificial intelligence implementation will make their business vulnerable to new, disruptive start-ups.

Predictive Intelligence

If the above statistics don’t spur further thought and faster action, these predictions may:

• By 2018, 75% of developer teams will include AI functionality in one or more applications or services – IDC FutureScapes 2017
• By 2019, 40% of digital transformation initiatives – and 100% of IoT initiatives – will be supported by AI capabilities.  – IDC FutureScapes 2017
• By 2020, 30% of all companies will employ AI to augment at least one of their primary sales processes. – Gartner Predicts 2017: CRM Sales
• By 2020, insights-driven businesses will steal $1.2 trillion per annum from their less-informed peers. – Forrester Predictions 2017: Artificial Intelligence will Drive the Insights Revolution
• By 2020, the artificial intelligence market will surpass $40 billion. – Constellation Research
• By 2025, the artificial intelligence market will surpass $100 billion. – Constellation Research

Ready or not, artificial intelligence is here, and here to stay – and organizations will need to learn to use it to be here to stay, as well. 

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Learn More About AI and Other
Technology Trends Affecting Business

Learn more about how artificial intelligence and other transformation technologies are shaping and shifting the way organizations engage customers, empower employees, optimize operations and transform products.

In a new on-demand thought leadership webinar, Ray Wang, Constellation Research Principal Analyst, Founder, Chairman and author of the new best-selling book Disrupting Digital Business, discusses the keys not just to getting started on a digital transformation initiative, but what is needed to succeed, including the roles of:

• company culture 
• data-driven decision making
• and innovative technology.

Click on the link below to receive and view the on-demand webinar. Whatever your role, this is a not-to-be-missed presentation to move forward in 2017 and beyond:

To learn more about transformational tools that are enabling organizations across all industries to drive new digital business models through the use of artificial intelligence, check out Dynamics 365, Microsoft’s next generation of intelligent business applications.

The post 16 Startling Statistics Forecasting the Future of Artificial Intelligence appeared first on Microsoft Dynamics 365 Blog.