{"id":173371,"date":"2022-10-18T10:30:00","date_gmt":"2022-10-18T17:30:00","guid":{"rendered":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/?p=173371"},"modified":"2025-01-09T17:17:03","modified_gmt":"2025-01-10T01:17:03","slug":"evolve-your-crm-at-customer-experience-reimagined","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/","title":{"rendered":"Evolve your CRM at Customer Experience Reimagined"},"content":{"rendered":"<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700-1024x576.webp\" alt=\"Graphic image with copy that says Customer Experience Reimagined. Evolve your CRM to personalize and connect customer journeys. October 26, 2022.\" class=\"wp-image-173515 webp-format\" srcset=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700-1024x576.webp 1024w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700-300x169.webp 300w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700-768x432.webp 768w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700-235x132.webp 235w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700-960x540.webp 960w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700-800x450.webp 800w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700-400x225.webp 400w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700.webp 1200w\" data-orig-src=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700-1024x576.webp\"><\/figure>\n\n\n\n<p>Expectations for executives leading their companies\u2019 customer experience (CX) efforts seem to grow every day. From driving sustainable growth, to aligning your teams and integrating your technology, to empowering employees to do their best work, there\u2019s more on your plate than ever. Meanwhile, customer expectations can feel like a moving target that only goes up. Buyers today are digital first, becoming more informed, more comfortable switching between channels, more likely to ignore anything that doesn\u2019t feel authentic, and they expect businesses to follow their lead.<\/p>\n\n\n\n<p>To stay relevant to customers, many leaders are rethinking their approach to CX at every touchpoint. Relying on customer relationship management (CRM) to drive sales simply won\u2019t cut it anymore. You need to connect customer insights and data across your organization\u2014sales, marketing, and service\u2014to meet customers where they are and capitalize on every opportunity.<\/p>\n\n\n\n<p>That\u2019s why I\u2019m excited to invite you to <a href=\"https:\/\/aka.ms\/CXReimagined\">Customer Experience Reimagined<\/a>, a digital event on October 26. Learn about the latest trends shaping CX today\u2014and tomorrow\u2014with <a href=\"https:\/\/www.linkedin.com\/in\/judsonalthoff\" target=\"_blank\" rel=\"noreferrer noopener\">Judson Althoff<\/a>, Executive Vice President and Chief Commercial Officer at Microsoft. He\u2019ll share his perspective about what CX leaders are facing, how they energize employees by simplifying fragmented and complicated systems, and what it means to be a digitally connected enterprise with unified, enriched data.<\/p>\n\n\n\n<figure class=\"wp-block-msx-ump-embed wp-block-msx-ump-embed\" class=\"wp-block-msxcm-ump-embed\">\n\t<div class=\"wp-block-embed__wrapper\">\n\t\t<universal-media-player id=\"ump-681262f62ebe4\"><\/universal-media-player>\n\t\t<script type=\"module\">\n\t\t\tconst currentTheme =\n\t\t\t\tlocalStorage.getItem('msxcmCurrentTheme') ||\n\t\t\t\t(window.matchMedia('(prefers-color-scheme: dark)').matches ? 'dark' : 'light');\n\n\t\t\t\/\/ Modify player theme based on localStorage value.\n\t\t\tlet options = {\"autoplay\":false,\"hideControls\":null,\"language\":\"en-us\",\"loop\":false,\"partnerName\":\"cloud-blogs\",\"poster\":\"https:\\\/\\\/cdn-dynmedia-1.microsoft.com\\\/is\\\/image\\\/microsoftcorp\\\/d365-crm-evolve-372189?wid=1280\",\"title\":\"\",\"sources\":[{\"src\":\"https:\\\/\\\/cdn-dynmedia-1.microsoft.com\\\/is\\\/content\\\/microsoftcorp\\\/d365-crm-evolve-372189-0x1080-6439k\",\"type\":\"video\\\/mp4\",\"quality\":\"HQ\"},{\"src\":\"https:\\\/\\\/cdn-dynmedia-1.microsoft.com\\\/is\\\/content\\\/microsoftcorp\\\/d365-crm-evolve-372189-0x720-3266k\",\"type\":\"video\\\/mp4\",\"quality\":\"HD\"},{\"src\":\"https:\\\/\\\/cdn-dynmedia-1.microsoft.com\\\/is\\\/content\\\/microsoftcorp\\\/d365-crm-evolve-372189-0x540-2160k\",\"type\":\"video\\\/mp4\",\"quality\":\"SD\"},{\"src\":\"https:\\\/\\\/cdn-dynmedia-1.microsoft.com\\\/is\\\/content\\\/microsoftcorp\\\/d365-crm-evolve-372189-0x360-958k\",\"type\":\"video\\\/mp4\",\"quality\":\"LO\"}],\"ccFiles\":[{\"url\":\"https:\\\/\\\/www.microsoft.com\\\/en-us\\\/dynamics-365\\\/blog\\\/wp-json\\\/msxcm\\\/v1\\\/get-captions?url=https%3A%2F%2Fwww.microsoft.com%2Fcontent%2Fdam%2Fmicrosoft%2Ffinal%2Fen-us%2Fmicrosoft-product-and-services%2Fmicrosoft-dynamics-365%2Fvideo%2Fd365-crm-evolve-372189%2Fd365-crm-evolve-372189_cc_en-us.ttml\",\"locale\":\"en-us\",\"ccType\":\"TTML\"}]};\n\n\t\t\tif (currentTheme) {\n\t\t\t\toptions.playButtonTheme = currentTheme;\n\t\t\t}\n\n\t\t\tdocument.addEventListener('DOMContentLoaded', () => {\n\t\t\t\tump(\"ump-681262f62ebe4\", options);\n\t\t\t});\n\t\t<\/script>\n\t<\/div>\n\t<\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"hear-insights-straight-from-the-experts\">Hear insights straight from the experts<\/h2>\n\n\n\n<p>Customer Experience Reimagined will give you a window into what other CX leaders are thinking, with strategies to help your business adapt to a changing landscape. Learn about the evolution of CRM, along with critical technologies and skills from leaders who are shaping their customer experience strategy:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Constellation Research<\/strong> Founder and CEO <a href=\"https:\/\/www.linkedin.com\/in\/rwang0\" target=\"_blank\" rel=\"noreferrer noopener\">Ray Wang<\/a>\u2014author of <em>Everybody Wants To Rule The World: Surviving and Thriving in a World of Digital Giants<\/em>\u2014will join Constellation Research Vice President and Principal Analyst<strong> <\/strong><a href=\"https:\/\/www.linkedin.com\/in\/lizkmiller\" target=\"_blank\" rel=\"noreferrer noopener\">Liz Miller<\/a> to discuss the importance of AI, analytics, and automation for shifting from real time to \u201cright time\u201d personalized experiences.<\/li>\n\n\n\n<li><strong>Accenture<\/strong> Senior Managing Director <a href=\"https:\/\/www.linkedin.com\/in\/john-bolze-457a3\" target=\"_blank\" rel=\"noreferrer noopener\">John Bolze<\/a> will share insights from a new report by Accenture, <em>The Human Paradox<\/em>, including how 95 percent of C-suite executives say customers are changing faster than businesses are able to adapt. John will talk about why overcoming this crisis of relevancy requires shifting from a customer-centric strategy to a life-centric strategy.<\/li>\n\n\n\n<li><strong>Valencia Club de F\u00fatbol (CF)<\/strong> Director of Innovation in charge of Digital, Business Intelligence\/Analytics, and Fan Experience <a href=\"https:\/\/es.linkedin.com\/in\/francosegarra\" target=\"_blank\" rel=\"noreferrer noopener\">Franco Segarra<\/a> will discuss how to create more meaningful fan experiences, increase attendance, and improve game day experiences with a data-centric approach.<\/li>\n\n\n\n<li><strong>Eika<\/strong> Director of Business Applications <a href=\"https:\/\/no.linkedin.com\/in\/atleriksfjord\" target=\"_blank\" rel=\"noreferrer noopener\">Atle Riksfjord<\/a>, <strong>Northrop &amp; Johnson<\/strong> Director of Technology and Intelligence <a href=\"https:\/\/www.linkedin.com\/in\/keith-perfect-287ba87\" target=\"_blank\" rel=\"noreferrer noopener\">Keith Perfect<\/a>, and <strong>Accenture<\/strong> <strong>Song<\/strong> Global Lead Social &amp; Emerging Channels and author of <em>Human-Driven Experience: The Battle for Trust in the Digital Age<\/em> <a href=\"https:\/\/www.linkedin.com\/in\/robharles\" target=\"_blank\" rel=\"noreferrer noopener\">Robert Harles<\/a> will lead a roundtable discussion on how to kick-start your CX transformation and guide your company to deliver more personalized, intentional, and relevant experiences.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"learn-key-lessons-from-microsoft-s-modern-marketing-transformation\">Learn key lessons from Microsoft\u2019s modern marketing transformation<\/h2>\n\n\n\n<p>Get the inside story of our own CX transformation from <a href=\"https:\/\/www.linkedin.com\/in\/stephanie-ferguson-4aa46739\" target=\"_blank\" rel=\"noreferrer noopener\">Stephanie Ferguson<\/a>, Microsoft Corporate Vice President, Global Demand Center, as she shares the vision for our Commercial Customer Platform to meet the changing expectations of customers in the business-to-business (B2B) space. Stephanie will show how we help our marketers and sellers around the globe engage our customers with greater relevancy, clarity, and purpose.<\/p>\n\n\n\n<p>You\u2019ll also hear our technology vision from <a href=\"https:\/\/www.linkedin.com\/in\/charleslamanna\" target=\"_blank\" rel=\"noreferrer noopener\">Charles Lamanna<\/a>, Microsoft Corporate Vice President, Business Applications and Platform, along with <a href=\"https:\/\/www.linkedin.com\/in\/lorilamkin\" target=\"_blank\" rel=\"noreferrer noopener\">Lori Lamkin<\/a>, Microsoft Corporate Vice President, Dynamics 365 Sales and Marketing. They\u2019ll talk about how we\u2019re helping companies connect data from hundreds of business applications and deliver AI-enabled insights to sellers and service agents with automated tools that give them more time to spend with customers. The <a href=\"https:\/\/www.microsoft.com\/industry\/customer-experience-platform?activetab=tabs-1:primaryr11\">Microsoft Customer Experience Platform<\/a> combined with the new seller experience application <a href=\"https:\/\/www.microsoft.com\/microsoft-viva\/sales\">Microsoft Viva Sales<\/a> helps companies unify and automate, so they can scale their customer experience investments to get customers to \u201cyes\u201d faster.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"see-what-s-shaping-cx-today-and-tomorrow\">See what\u2019s shaping CX today\u2014and tomorrow<\/h2>\n\n\n\n<p>Don\u2019t miss this opportunity to hear strategies for elevating your customer experience and uncover new ways to sustain business growth, no matter what the future brings. <a href=\"https:\/\/aka.ms\/CXReimagined\">Register for Customer Experience Reimagined today<\/a> to join us on Wednesday, October 26, 2022, 9:00-10:30 AM Pacific Time (UTC-7). &nbsp;&nbsp;<\/p>\n\n\n<div class=\"wp-block-msxcm-cta-block\" data-moray data-bi-an=\"CTA Block\">\n\t<div class=\"card d-block mx-ng mx-md-0\">\n\t\t<div class=\"row no-gutters material-color-brand-light bg-fabric-white\">\n\n\t\t\t\t\t\t\t<div class=\"col-md-4\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined-_BlogBanner-NoCopy_4800x2700-1024x576.webp\" class=\"card-img img-object-cover\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined-_BlogBanner-NoCopy_4800x2700-1024x576.webp 1024w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined-_BlogBanner-NoCopy_4800x2700-300x169.webp 300w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined-_BlogBanner-NoCopy_4800x2700-768x432.webp 768w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined-_BlogBanner-NoCopy_4800x2700-235x132.webp 235w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined-_BlogBanner-NoCopy_4800x2700-960x540.webp 960w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined-_BlogBanner-NoCopy_4800x2700-800x450.webp 800w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined-_BlogBanner-NoCopy_4800x2700-400x225.webp 400w, https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined-_BlogBanner-NoCopy_4800x2700.webp 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"d-flex col-md\">\n\t\t\t\t<div class=\"card-body align-self-center p-4 p-md-5\">\n\t\t\t\t\t\n\t\t\t\t\t<h2>Customer Experience Reimagined<\/h2>\n\n\t\t\t\t\t<div class=\"mb-3\">\n\t\t\t\t\t\t<p>Evolve your CRM to personalize and connect customer journeys<\/p>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"link-group\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/aka.ms\/CXReimagined\" class=\"btn btn-link text-decoration-none p-0\" >\n\t\t\t\t\t\t\t\t<span>Register here<\/span>\n\t\t\t\t\t\t\t\t<span class=\"glyph-append glyph-append-chevron-right glyph-append-xsmall\"><\/span>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Learn about the latest trends shaping CX today\u2014and tomorrow\u2014with Judson Althoff, Executive Vice President &amp; Chief Commercial Officer at Microsoft. <\/p>\n","protected":false},"author":6197,"featured_media":174250,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ms_queue_id":[],"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"post_tag":[7663],"product":[],"content-type":[15],"topic":[7608,4908],"audience-type":[],"audience":[4684],"ms-author":[7394],"coauthors":[2302],"class_list":["post-173371","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","tag-microsoft-customer-experience-platform","content-type-events","topic-collaboration","topic-data-management","audience-business-leader","ms-author-author-6197","review-flag-1593580425-950","review-flag-1593580412-535","review-flag-7-1593580459-505","review-flag-9-1593580469-657","review-flag-micro-1680215157-511","review-flag-new-1593580245-522","review-flag-perce-1706214388-910"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Evolve your CRM at Customer Experience Reimagined - Microsoft Dynamics 365 Blog<\/title>\n<meta name=\"description\" content=\"See how to personalize and connect your customer journeys at Customer Experience Reimagined\u2014and hear insights from Microsoft\u2019s own CX transformation.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Evolve your CRM at Customer Experience Reimagined - Microsoft Dynamics 365 Blog\" \/>\n<meta property=\"og:description\" content=\"See how to personalize and connect your customer journeys at Customer Experience Reimagined\u2014and hear insights from Microsoft\u2019s own CX transformation.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/\" \/>\n<meta property=\"og:site_name\" content=\"Microsoft Dynamics 365 Blog\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-18T17:30:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-01-10T01:17:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Microsoft Dynamics 365 Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700.png\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Microsoft Dynamics 365 Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 min read\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/\"},\"author\":[{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/author\/microsoft-dynamics-365-team\/\",\"@type\":\"Person\",\"@name\":\"Microsoft Dynamics 365 Team\"}],\"headline\":\"Evolve your CRM at Customer Experience Reimagined\",\"datePublished\":\"2022-10-18T17:30:00+00:00\",\"dateModified\":\"2025-01-10T01:17:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/\"},\"wordCount\":722,\"commentCount\":1,\"publisher\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/MSC21_Getty_officePortrait_1124413806.jpg\",\"keywords\":[\"Microsoft Customer Experience Platform\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/\",\"url\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/\",\"name\":\"Evolve your CRM at Customer Experience Reimagined - Microsoft Dynamics 365 Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/MSC21_Getty_officePortrait_1124413806.jpg\",\"datePublished\":\"2022-10-18T17:30:00+00:00\",\"dateModified\":\"2025-01-10T01:17:03+00:00\",\"description\":\"See how to personalize and connect your customer journeys at Customer Experience Reimagined\u2014and hear insights from Microsoft\u2019s own CX transformation.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#primaryimage\",\"url\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/MSC21_Getty_officePortrait_1124413806.jpg\",\"contentUrl\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/MSC21_Getty_officePortrait_1124413806.jpg\",\"width\":1200,\"height\":800,\"caption\":\"Young female professional at an office holding a laptop.\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Evolve your CRM at Customer Experience Reimagined\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#website\",\"url\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/\",\"name\":\"Microsoft Dynamics 365 Blog\",\"description\":\"Modernizing Business Process with Cloud and AI\",\"publisher\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#organization\",\"name\":\"Dynamics 365 Blog\",\"url\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2019\/08\/Microsoft-Logo.png\",\"contentUrl\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2019\/08\/Microsoft-Logo.png\",\"width\":259,\"height\":194,\"caption\":\"Dynamics 365 Blog\"},\"image\":{\"@id\":\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Evolve your CRM at Customer Experience Reimagined - Microsoft Dynamics 365 Blog","description":"See how to personalize and connect your customer journeys at Customer Experience Reimagined\u2014and hear insights from Microsoft\u2019s own CX transformation.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/","og_locale":"en_US","og_type":"article","og_title":"Evolve your CRM at Customer Experience Reimagined - Microsoft Dynamics 365 Blog","og_description":"See how to personalize and connect your customer journeys at Customer Experience Reimagined\u2014and hear insights from Microsoft\u2019s own CX transformation.","og_url":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/","og_site_name":"Microsoft Dynamics 365 Blog","article_published_time":"2022-10-18T17:30:00+00:00","article_modified_time":"2025-01-10T01:17:03+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700.png","type":"image\/png"}],"author":"Microsoft Dynamics 365 Team","twitter_card":"summary_large_image","twitter_image":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/CX-Reimagined_BlogBanner_4800x2700.png","twitter_misc":{"Written by":"Microsoft Dynamics 365 Team","Est. reading time":"3 min read"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#article","isPartOf":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/"},"author":[{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/author\/microsoft-dynamics-365-team\/","@type":"Person","@name":"Microsoft Dynamics 365 Team"}],"headline":"Evolve your CRM at Customer Experience Reimagined","datePublished":"2022-10-18T17:30:00+00:00","dateModified":"2025-01-10T01:17:03+00:00","mainEntityOfPage":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/"},"wordCount":722,"commentCount":1,"publisher":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#organization"},"image":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#primaryimage"},"thumbnailUrl":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/MSC21_Getty_officePortrait_1124413806.jpg","keywords":["Microsoft Customer Experience Platform"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/","url":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/","name":"Evolve your CRM at Customer Experience Reimagined - Microsoft Dynamics 365 Blog","isPartOf":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#primaryimage"},"image":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#primaryimage"},"thumbnailUrl":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/MSC21_Getty_officePortrait_1124413806.jpg","datePublished":"2022-10-18T17:30:00+00:00","dateModified":"2025-01-10T01:17:03+00:00","description":"See how to personalize and connect your customer journeys at Customer Experience Reimagined\u2014and hear insights from Microsoft\u2019s own CX transformation.","breadcrumb":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#primaryimage","url":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/MSC21_Getty_officePortrait_1124413806.jpg","contentUrl":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2022\/10\/MSC21_Getty_officePortrait_1124413806.jpg","width":1200,"height":800,"caption":"Young female professional at an office holding a laptop."},{"@type":"BreadcrumbList","@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/business-leader\/2022\/10\/18\/evolve-your-crm-at-customer-experience-reimagined\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/"},{"@type":"ListItem","position":2,"name":"Evolve your CRM at Customer Experience Reimagined"}]},{"@type":"WebSite","@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#website","url":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/","name":"Microsoft Dynamics 365 Blog","description":"Modernizing Business Process with Cloud and AI","publisher":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#organization","name":"Dynamics 365 Blog","url":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2019\/08\/Microsoft-Logo.png","contentUrl":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-content\/uploads\/2019\/08\/Microsoft-Logo.png","width":259,"height":194,"caption":"Dynamics 365 Blog"},"image":{"@id":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/#\/schema\/logo\/image\/"}}]}},"word_count":711,"msxcm_display_generated_audio":false,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Microsoft Dynamics 365 Blog","distributor_original_site_url":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/posts\/173371","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/users\/6197"}],"replies":[{"embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/comments?post=173371"}],"version-history":[{"count":2,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/posts\/173371\/revisions"}],"predecessor-version":[{"id":193000,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/posts\/173371\/revisions\/193000"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/media\/174250"}],"wp:attachment":[{"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/media?parent=173371"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/post_tag?post=173371"},{"taxonomy":"product","embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/product?post=173371"},{"taxonomy":"content-type","embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/content-type?post=173371"},{"taxonomy":"topic","embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/topic?post=173371"},{"taxonomy":"audience-type","embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/audience-type?post=173371"},{"taxonomy":"audience","embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/audience?post=173371"},{"taxonomy":"ms-author","embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/ms-author?post=173371"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/wp-json\/wp\/v2\/coauthors?post=173371"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}