Dynamics 365 and Microsoft stack for a whole New Customer Engagement September, 2017 1
Challenges Digital Transformation Era Customer Experience 56% of consumers have higher expectations for customer service than they had just one year ago Productivity 40% of a worker s productive time is lost when switching tasks. This costs the global economy $450B per year. Speed of Business Organizations embracing digital transformation generate an average of $100M more income each year.
Expectation in the new Era? Customer 1. Know me 2. Provide me value 3. Best Experience Organization 1. Earn more (New customers, More value per customer) 2. Effectiveness - Do More with less! 3. Flexibility & innovation
What do we need? Analytics Communication Innovation Automation
Communication Diverse Communication
Communication Founded in 1979 Retail jewelry chain - 370 stores 2,000 employees Annual Revenue: $551m
Communication Valuable experience in every touch point: Customer centric
Communication
What do we need? Analytics Communication Innovation Automation
Process Automation intelligence driven engagement
Automation
Automation Valuable experience in every touch point: Self service Chatbot Cognitive services Machine learning Better service with less resources
Automation IoT Machine learning Field service Predicative service
What do we need? Analytics Communication Innovation Automation
The power of Analytics
Transformational intelligence platform Intelligence Action
Transformational intelligence platform Intelligence Action
Dynamics 365 for Customer Insights
Customer Insights
Customer Insights Time Line
Analytics Valuable experience in every touch point: Customer Service Leading Business Strategy
What do we need? Analytics Communication Innovation Automation
Innovation
Incredible innovation
Complex world? Don t know where to start? CRM Omni-channel Mobile Chatbot BOT Framework Marketing Automation Social BI Extended CRM Beacon Resource Scheduling Real time Analysis Dev ops. Voice / Face Recognition Machine Learning Integration Services Cloud IoT Augmented reality Virtual reality Blockchain Azure LBS Cognitive Services Artificial intelligence Sentiment Analysis Open API
Common Data Service: Dynamics 365 Dynamics 365
Common Data Service: Dynamics 365 Dynamics 365
Common Data Service: Dynamics 365 Dynamics 365
A unified approach unlocks digital experiences Customer Channels Agent Channels Channels Customer Web Portal Mobile Apps Customer Call Center Social Channel Agent Web Portal Mobile Apps Agent Call Center Social Channel Cognitive Services Enabled Bots Cognitive Services Enabled Bots Deliver and collect insight and actions to customer and agent channels Insight System Sales Customer Service Marketing Field Service Customer Insight Social Engagement Next best offer, next best action, churn prediction, and fraud detection insight from machine learning and analytics to insight system Analytics & Machine Learning Packaged Models Models with R Machine Learning Cognitive Services HDInsight Visualization Customer and Product Analytics Create data lakes for analysis Data Core Systems Data Internal Data External Data IoT Sensor & Device Data Social Data
We Provide it All in the Cloud Productivity Microsoft Cloud Business apps Application innovation Data and intelligence Security and management Global Trusted Hybrid
1. Functionality Additional Capabilities The value of the additional capability available online only? 4. Flexibility by Scalability Scale up easly 2. Functionality Cloud first approach Be first to get all the new features No lagging 5. Focus Let us manage Infrastructure so you can focus on the business 3. Faster time to value Online affect time to value! 6. Total Cost of Ownership How does an online affect TCO and Opex vs. Capex
Service is all about valuable experience in every touch point and Microsoft have the technologies to make it happen