When sellers follow a predefined set of activities from day to day, they will usually be more productive. Sales managers and other experienced sellers define these best practices, or sequences, to guide sellers and ensure they follow business processes. However, these sequences must constantly evolve, and the best way to make improvements is to understand their effectiveness. Dynamics 365 Sales Premium recently announced a preview of the reporting capability for sequences.

Sales acceleration reporting (preview) offers a performance dashboard for sequences that provides sales managers with the right information to measure the efficacy of the defined sequences. The dashboard helps them compare the success rate of each sequence and analyze the effectiveness of the related activities. Key data points embedded within the metric charts help managers manage seller activities.

The administrator can enable these embedded Microsoft Power BI reports and they are available at no additional cost for customers with Dynamics 365 Sales Premium licenses.

Improve the sales process

Sequences help sales managers implement a standardized sales process. Even though each sequence reflects years of experience and input, it is necessary to constantly revise and optimize the sales processes by monitoring performance. The dashboard provides the success rates of the sequences, aligned to the business KPIs. The dashboard also helps the manager compare sequences. They can also identify poorly performing sequences through the reports. Standard filters let the manager drill into specific data.

The dashboard reports offer the following key features:

• Check the conversion success rates of the leads and opportunities associated with sequences
• Compare sequences and check the number of associated leads and opportunities
• Monitor the time taken to complete the guided sales activities

A sales manager can view the leads related to a particular sequence to monitor a seller’s activities and ensure adherence to the standardized sales processes.

The sequence stats page offers a grid view for sequences that helps managers compare different sequences and brainstorm ways that a sales process can be more productive.

Ensure high completion rates of seller activities

Sales managers can monitor seller activities with charts in the dashboard. They can filter activities using the following parameters: 

• Date range
• Entity type, such as lead or opportunity
• Sequence name and owner
• Seller
• Territory

By using these metric charts, the manager can identify the channels that are working well and see where improvements can be made. With the help of the activity status charts, the manager can easily recognize the completion rate of activities and decide where to focus to meet expectations. The chart for email engagement tracks the effectiveness of that activity.

Sales managers can find the following key insights with the reporting page:

• Identify the channels that are most used in the sales process
• Track the completion of sales process activities
• Measure the effectiveness of email engagement

Next steps

• To enable sequences in your environment, you need Dynamics 365 Sales Premium or the Sales Insights Add-in for Dynamics 365 Sales.
• Learn more about how to set up and run sales acceleration reporting in the documentation.
• Read this blog post about the value of creating a sales cadence and how to use sequence designer to implement it.

The post Use a performance dashboard to optimize seller activities appeared first on Microsoft Dynamics 365 Blog.

Over the last 15 years, social media has grown rapidly, both in reach and in impact on our daily lives. Facebook reached one billion users worldwide in 2012, only eight years after launch, and has approximately 2.89 billion active users today. Instagram boasts nearly 140 million active users, while 100 million people enjoy TikTok.¹ Beyond their reach, users spend an exorbitant amount of time on social media, with 62 percent of users spending an hour or more on social media a day and 30 percent spending more than two hours.²

Whether engaging with influencers on live-streaming video platforms or viewing short-form videos on Tiktok, social media has revolutionized the way we connect with each other. They have also changed how we discover and engage with brands, unlocking new opportunities for businesses to engage with customers. And with the emergence of social commerce, they’re opening a new channel through which customers can buy products from retailers.

While the concept of linking to a product page within a social media post has been status quo for some time, consumers prefer a seamless experience that won’t disrupt their consumption. Enter social commerce, which can be thought of as the extension of the shopping experience to the realm of social media. With social commerce, users can see an item on a social media platform and purchase it without leaving the channel.

According to Statista, the value of social commerce sales worldwide in 2021 was an estimated $732 billion and is projected to grow to $2.9 trillion by 2026.³ The continued growth of social media and the coming rise of social commerce will allow companies to add new revenue streams by meeting their customers on the platforms they prefer. The opportunity is not, however, without challenges and brand leaders need to understand how the right technology solutions can help them on their social commerce journey.

Engagement through social media

Given the vast audiences that social media can reach, it makes sense that businesses first gravitated to social media primarily as a means of building awareness for their brand. Today, more and more brands are moving beyond awareness by embracing shoppable Facebook pages and Instagram posts, and the reason is clear: in 2021, 63 percent of social media users reported that posts by a brand or company were very/somewhat influential in their purchasing decisions, according to Sprout Social.⁴

In addition to making purchases through social media platforms, the forms of media that brands are using to engage consumers are expanding, as well. For example, live-streaming, which draws audiences by combining live entertainment with the ability to purchase directly in a platform, has taken off in China. Given the direct-to-consumer benefits, live-streaming will likely be a hit in other markets soon.

These trends point clearly to the need for brands to be able to offer content across multiple social media platforms and multiple media types to keep up with their customer’s buying preferences. The challenge for many organizations will be overcoming the constraints of their legacy commerce solutions to capitalize on this evolution.  

Headless commerce

As omnichannel retail took flight around 2010, retailers came to realize that the first-generation e-commerce platforms were not agile enough to keep pace with the evolution of shoppers’ needs. Whether in-store or online, today’s shoppers want consistent messaging, seamless and sensory experiences across devices, and personalized customer service. Plus, they want unprecedented levels of convenienceall points we’ve discussed in previous blog posts.

Now, with the rise of social commerce, retailers face an increased proliferation of customer touchpoints, such as offering the ability to purchase a product via an influencer’s TikTok video, through a shoppable post on Instagram, or in the virtual world presented in AR/VR. Each of these touchpoints can be thought of as a different “front-end” experience that “back-end” systems, such as content management systems (CMS) and traditional enterprise resource planning (ERP) systems, must serve and connect to enable social commerce.

Delivering social commerce to multiple front-ends in this manner is challenging for organizations that are unable to leverage a single CMS or are still utilizing monolithic, content-led commerce architectures. Headless commerce solves these challenges by disconnecting the front-end experiences from the back-end systems that enable them. In this way, headless solutions give retailers the ability to provide features like platform-specific content and layout management, personalization, content testing, and analytics. Social commerce enables an organization to deploy content on multiple social media platforms (front-end) while still utilizing the same back-end systems to complete transactions. Not only does this simplify management by bringing all commerce-related activities into a single solution, but it also gives retailers the agility necessary to compete in a future of social commerce.

What’s next?

New social channels and customer touchpoints will continue to evolve and develop, and brands need new digital commerce approachessuch as headless commerceto provide the agility required to adapt to a fast-moving marketplace.

Microsoft Dynamics 365 Commerce is a modern, intelligent, and modular solution that can help organizations consistently deliver great customer experiences on any social channel or front-end application. This is because Dynamics 365 Commerce can utilize both headless and other modern commerce architectures to seamlessly connect enterprise systems, such as payment processing, content management, and omnichannel inventory. By connecting and unifying every facet of the customer journey, businesses are well-positioned to embrace social commerce experiences across established and emerging channels, giving them the ability to meet their customers where they are and purchase there too.

To see how Dynamics 365 Commerce can help your brand succeed in social commerce and beyond, we invite you to get started with Dynamics 365 Commerce free trial today.

Sources:

1- Statista, 2021. Most popular social networks worldwide as of October 2021.

2- GWI, 2021. USA Survey.

3- Statista, 2021. Social Commerce.

4- Sprout Social, 2021. The state of social media investment: Five key takeaways for European businesses.

The post Dynamics 365 powers social shopping needs with headless commerce appeared first on Microsoft Dynamics 365 Blog.

The global field service market is continuing to grow at a quickening pace. In 2016, the field service market size was estimated to be $1.78 billion USD, and now that number is predicted to hit $4.45 billion by the end of 2022an estimated compound annual growth rate (CAGR) of 16.5 percent.¹

Much has changed since 2016. Say farewell to the days of disjointed, paper-based systems as those days have long sunset. Technology has forever positively changed field service managementfrom automating work orders and AI-driven analytics to harnessing the power of mixed reality to complete a job. And the evolution of field service isn’t even close to being over.

Many of the current trends are further improving the delivery of field service. Customers are often driving this change as expectations of what constitutes exceptional service continues to rise. To deepen customer loyalty, field service organizations will need to listen, stay nimble, and continue to innovate to meet these ever-changing, always rising customer expectations.  

With that in mind, there are a number of trends affecting the field service space. Some of these trends may be pivotal to whether some field service brands will flourish or fail.

1. Contact-free or remote service

According to one study, field service organizations will continue to explore contact-free or remote service as a whopping 75 percent of consumers dislike the idea of having field technicians in their homes amid the pandemic unless absolutely necessary.² The idea of contact-free or remote service is not new, but it has quickly become a customer preference due to the pandemic. Field service organizations and their technicians are pivoting to accommodate customer expectations. What is new is that IoT, AI, and mixed reality have helped advance contact-free service, not to mention the added benefits of lowering service operations costs, travel time, and vehicle expenses. Plus, contact-free service promotes the health and safety of techniciansa valuable employee benefit.

2. Shift to automation

It’s not uncommon for field service operations to become bogged down in manually intensive processes. This means administrative workers are often tasked to handle the additional workload or frontline workers are faced with spending less time on critical service tasks like building relationships with customers. Backoffice operations can become overwhelming with managing customer expectations, parts inventory, juggling schedules, confirming appointments, submitting invoicing, plus fitting in that last-minute emergency service call.

This is where field service management software becomes a life ring to administrative workers. Jobs can be automatically scheduled and assigned to technicians by leveraging AI and rules. For example, the closest, most experienced technician can be automatically booked and dispatched without causing excessive disruption to existing schedules. As more and more field service organizations are faced with an aging workforce, optimizing scheduling is becoming even more paramount with fewer experienced technicians to dispatch. This trend in automated scheduling is expected to continue to optimize operations as more technicians retire creating a quickly shrinking talent pool. 70 percent of service organizations surveyed stated they would be burdened by the knowledge loss of a retiring workforce in the next 5 to 10 years.³

3. Proactive, predictive maintenance

Predictive maintenance uses AI, machine learning, and analytics to predict device failures before they happen. Predictive maintenance helps you take appropriate preventative measures to avoid device failures while decreasing maintenance costs. Predictive maintenance relies on predictive analytics, which uses historical data to match current behavior and make an assessment. Technicians can use IoT-enabled tools to proactively monitor equipment health, create alerts, and follow protocols to mitigate potential damage. If the same circumstances are occurring, the device is likely to fail again so a work order is automatically created and service is scheduled. Customers can opt for remote service and self-healing initially or can have a technician dispatched.

More and more field service organizations will move to predictive maintenance solutions as it anticipates client needs, reduces outages, and significantly decreases costs for the field service organization and the customer. It can also predict when it is the safest and most optimal time to perform the work, which is important when scheduling device downtime to coincide with off-peak working hours.

4. Self-service portals

Clients continue to demand greater transparency into their work orders and service requests. They want instant access to appointment calendars, the ability to track the technician enroute, and any other information to ensure operations are running well so they are well-informed. To this end, client self-service portals will continue in popularity by offering 24/7 online support, especially when a knowledge base, FAQ, and other resources are also accessible by the customer. Even now, 70 percent of customers expect a company’s website to include a self-service application.⁴

With self-service portals, clients can create service requests and share critical information regarding the device in question. The client can also view past service calls, including the technician who performed the fix, and get simple and routine questions answered without engaging a technician. Customers can even resolve issues themselves without needing to schedule a service call. Self-service portals empower the customer and this increases customer satisfaction, while reducing field service organization costs.   

5. Mobility

Technician access to mobile technology is now an essential tool rather than an option. Around 75 percent of field service organizations with 50 or more users have deployed or plan to deploy mobile apps in the future, and 60 percent allow employees to bring their own devices to work with them; however, only one fifth are currently using mobile devices in the field with the vast majority of field service organizations stating increasing mobility as a top or growing investment priority.⁵

With field service-specific mobile apps, technicians can get their schedule while on-the-go and receive turn-by-turn directions to the client’s site, avoiding traffic congestion and other delays. They can review the customer’s information and service record, and access knowledge articles, product guides, and other company resources to expedite the repair. Technicians can even use Microsoft Teams or other communication apps to reach out to more experienced colleagues for assistance, thereby increasing first-time fix rates. After the repair is completed, a field service mobile app should enable the customer to electronically sign off on the work order in that moment so the work order can begin being processed. Mobility drives technician efficiency in a manner that isn’t possible using pencil and paper. Watch this space as the importance of a mobile app with robust capabilities will continue to grow.

6. Mixed reality

Lastly, I would be remiss if I didn’t mention the growing use of mixed reality within field service. Mixed reality has grown from science fiction entertainment to a versatile and necessary tool. Its influence and use can now be traced from onboarding and training new employees in a safe, virtual environment to reaching out and collaborating with more experienced technicians for guidance on a difficult service call. Mixed reality can even ensure the safety of technicians by conducting virtual fixes using digital twins, virtual inspections, and device audits.

As an example, Microsoft customer, Burckhardt Compression manufactures and services massive gas compressors. Maintenance is critical, but ships are often in remote locations and difficult to reach. Burckhardt Compression now uses Microsoft Dynamics 365 Field Service and Dynamics 365 Remote Assist so engineers can use mixed reality to quickly collaborate with ship technicians and provide specialized mechanical expertise. The company has successfully reduced costs, decreased its carbon footprint, and can now respond to customer needs in mere minutes instead of days.

Mixed reality app Dynamics 365 Remote Assist, complemented with a HoloLens 2 headset, provides hands-free capabilities, letting technicians access customer details, device information, and repair history using voice commands and hand gestures to navigate data presented in holographic form. For technicians in remote or dangerous locations, this functionality is particularly useful as the technician can resolve issues without having to hold onto physical mobile devices.

More experienced technicians can share their skills and provide guidance via shared holograms, but knowledge management is just one of the benefits. Mixed reality is a gateway to information about the resolution of the most common issues, with product guides available in hologram formats. Mixed reality can help better train new technicians, accelerate first-time fixes by tapping into the experience of more knowledgeable technicians, and promote better health and safety for front-line personnel. Imagine the direct impact mixed reality could have on customer experience and satisfaction, while boosting your organization’s business performance in an ever-increasingly competitive market. And I’ve only touched on a few of the advantages of using mixed reality.

The possibilities are limitless

These are just a few of the trends affecting change within field service. No other software arena is as exciting as this space as the possibilities are limitless. Each of these trends are customer-driven, yet each trend also impacts another to create an avalanche of technological change that will benefit the customer to meet their ever-growing demandsall the while differentiating field service organizations of tomorrow.

Field service management software like Dynamics 365 Field Service is leading the way by leveraging AI, IoT, and machine learning to deliver one of the most robust and innovative applications available. We continuously design and refine features to meet the needs of your field service organization and help you exceed customer expectations, increase loyalty, and revenue.

Learn more by visiting Dynamics 365 Field Service.

Read more on mixed reality and Dynamics 365 Remote Assist.

Sources:

1. Field Service Connect
2. CustomerThink
3. Service Council
4. Steven Van Belleghem
5. Field Service Connect

The post 6 field service trends to watch in 2022 appeared first on Microsoft Dynamics 365 Blog.

Every day, retail stores are providing enhanced customer experiences and streamlining operations with the in-store solution from Dynamics 365 Commerce. That technology is getting an update that will improve IT operations and usability.

The Store Commerce for Windows application (preview) allows more deployment choices, better performance, easier updates, and better long-term framework support in Windows and Azure DevOps. Store Commerce is a shell app for Windows that uses the Microsoft Edge WebView2 control to render the existing point-of-sale (POS) UI, either from the Cloud POS or embedded (with offline mode). It continues to provide all existing functionality, including offline support, native hardware integration, and the UI experience.

In addition, the new Commerce SDK supports sealed core product installers and independent packaging for customizations for the existing Modern POS app and the Store Commerce app. The installers for the core application and extension packages are separate, so customers and partners can install and update them independently. Customer extensions will require a one-time migration from the existing Retail SDK to the new Commerce SDK.

Next steps

Make plans now to adopt the technology upgrade coming to the in-store solution. Key capabilities will be available for preview in 2022 release wave 1 (Dynamics 365 Commerce 10.0.26 release). For full details, including the motivation and release timeline, download the technical paper, Modernizing the Dynamics 365 Commerce in-store technology stack.

Migration from the legacy Retail SDK to the Commerce SDK will require a number of code changes to existing customizations, as called out in the Commerce SDK migration guide. Review the list of required changes carefully to effectively plan the migration for your organization.

Our team is eager to work alongside your team to support and help you plan your migration. You can reach us through our regular support channels, your FastTrack Solution Architect, or the Dynamics 365 Commerce Community, in the Store Operations and POS app category.

Other resources to help you get started:

• Release plans for Dynamics 365 Commerce
• GitHub repository with code samples
• TechTalk on the Commerce SDK migration

The post Plan for updates to the in-store solution in Dynamics 365 Commerce appeared first on Microsoft Dynamics 365 Blog.

The pandemic has sped up the adoption of digital technologies to obtain data insights. The multi-year collaboration between FedEx and Microsoft, announced in May 2020, aims to reinvent commerce and provides businesses with actionable insights to win in an increasingly competitive landscape. And on January 24th, we announced a new cross-platform “logistics as a service” as the next phase of this collaboration to help transform commerce by combining the global digital and logistics network of FedEx with the power of Microsoft’s cloud, including Microsoft Dynamics 365. This blog explores how this next step brings a unique integration between FedEx and Dynamics 365 Intelligent Order Management. We are making this pre-built connector available for preview for all applicable markets during the second half of 2022.

Faster and more cost-effective delivery

According to McKinsey & Company, a positive customer experience is hugely meaningful to a retailers’ success: it yields 20 percent higher customer-satisfaction rates, a 10 to 15 percent boost in sales conversation rates, and an increase in employee engagement of 20 to 30 percent.¹ The combination of consumers’ expectations for fast delivery with the business requirements to maintain profitability margins makes it even more challenging for organizations to offer faster, cost-effective delivery options.

The FedEx integration with Dynamics 365 Intelligent Order Management tackles this challenge by pairing orders with near real-time transportation network data and inventory insights so that brands can optimize fulfillment and deliver on their order promise with increased precision. And retailers can predict shipment delays and proactively overcome them by selecting alternative ways to fulfill the order on time and in full while staying profitable.

Near real-time delivery status communications

Manufacturers, distributors, consumer packaged goods (CPG) companies, and retailers understand that success depends on their ability to consistently deliver a delightful customer experience, which is increasingly a function of a retail supply chain. A recent Gartner survey found that 83 percent of companies demand that supply chains improve customer experience (CX) as part of the digital business strategy.² Retail supply chains can improve the customer experience by offering near real-time delivery status communications for customer orders. And this is one of the enhancements that customers can look forward to as part of our collaboration with FedEx.

Through Dynamics 365 Intelligent Order Management’s integration with FedEx, it will be possible for brands to ensure a delightful customer experience by providing near real-time communications on the delivery status that consumers desire and expect.

Convenient and frictionless returns

Providing easy returns is no longer optional for retailers. In fact, according to Statista, 86 percent of global consumers look for easy returns when deciding where to buy, and 81 percent are likely to switch to a competitor if they had a bad return experience.³ With so much at stake, it is not surprising that retailers are looking for ways to leverage technology to offer convenient, frictionless returns. By partnering with FedEx, Dynamics 365 Intelligent Order Management further enables brands to reliably provide free two-day shipping options to reduce shopping cart abandonment and effectively compete in the increasingly digital commerce landscape.

Through the partnership, organizations can also offer a better returns experience for their customers. End-customers will enjoy hassle-free returns options with the 60,000+ FedEx drop-off locations, convenient at-home pickups, and eco-friendly alternatives supporting sustainability initiatives such as printer-less QR code returns labels and no-box returns.

In addition to the enhancements that our partnership with FedEx will bring to Dynamics 365 Intelligent Order Management, customers also benefit from the ability to get up and running quickly without the need for costly rip and replace processes of existing enterprise resource planning (ERP) systems. And because Dynamics 365 Intelligent Order Management is built on a modern and open platform with out-of-the-box, pre-built connectors to a large ecosystem of order intake, shipping, and tax calculation partners, organizations can scale business. It also allows companies to accept orders from any order source, such as online e-commerce, marketplaces, mobile apps, or traditional sources such as electronic data interchange (EDI). And users can fulfill those orders from a mix of internal warehouses, third-party logistics providers, retail stores, or drop-ship partners locations.

What’s next

We have seen that Dynamics 365 Intelligent Order Management is driving improvements in retail supply chains through its FedEx collaboration. We have also shown how the upcoming integration with FedEx will help brands deliver modern, more delightful experiences directly to customers, including faster, more cost-effective delivery, near real-time communications on status delivery, and convenient and frictionless returns. If you are ready to apply an intelligent order management solution to drive improvement in these areas, we invite you to take our guided tour or get started today with the Dynamics 365 Intelligent Order Management free trial.

Sources:

1. McKinsey & Company, Personalizing the customer experience: Driving differentiation in retail, April 28, 2020.
2. Gartner, Four Steps to Become a Customer-Centric Supply Chain, 2021. GARTNER is the registered trademark and service mark of Gartner Inc., and/or its affiliates in the U.S. and internationally and has been used herein with permission. All rights reserved.
3. Statista, Consumer attitudes towards return policy of retailers and its influence on their purchasing decision worldwide 2020.

The post FedEx and Dynamics 365 reimagine commerce experiences appeared first on Microsoft Dynamics 365 Blog.

The new era of digital has ushered in a once-in-a-lifetime opportunity, as well as make-or-break challenges. Fast-moving organizations are seizing the moment to capture a sizable audience. But keeping customers is more difficult than ever. Organizations, facing mounting privacy regulations coupled with wary customers, are moving beyond third-party data to zero-party data for powering customer experiences. They are taking a hands-on approach and amassing customer data directly, according to a front-page article in the Wall Street Journal.¹ In the wake of disruptive changes, organizations are turning to trusted solutions like Microsoft Customer Experience Platform.

Savvy organizations see privacy as a challenge that can become a strategic opportunity to build trust with customers and differentiate themselves against competitors. They’re embracing transparent and ethical data practices built around zero-party data, which in combination with existing data, makes it easy to deliver highly-personalized experiences that customers actually wantand avoid privacy mishaps. Respecting customer privacy requires a holistic approach encompassing data collection, utilization, and governance. For example, organizations need to ensure that analytics and artificial intelligence initiatives utilize only permissible customer data, which may be highly-sensitive in nature.

Fuel personalization with zero-party data

The majority of consumers expect companies to deliver personalized interactions. However, this expectation is met with wariness about sharing personal information and fear that data will be misused, or that they will be inundated with a barrage of advertisements, emails, and intrusive outreach. Zero-party data is key to achieving privacy-aware personalization.

Zero-party data is a form of self-reported data a consumer willingly and actively provides a brand. Customers knowingly and intentionally share this data with an organization in order to get a more personalized experiencesuch as a tailored recommendation, pricing, or access to additional resources. Organizations have opportunities to collect this data across the entire customer journeywhile the customer is on the website, social channels, email, inside a mobile app, or even in personthrough loyalty programs and creative approaches like sweepstakes, newsletters, quizzes, polls, and QR codes. Unlike first-party data which is based on historical events and requires interpretation, zero-party data is explicit data that reflects customer motivations, desires, interests, and preferences. Just as important, zero-party data has moved from buzzword to data hero, becoming an essential part of an organization’s digital strategy and countering the eminent demise of the much relied upon third-party cookies.

Don’t count out other sources of data

Nothing beats zero-party data for quality and consent, but there’s still a role for other types of data in your marketing mix.

First-party data, for example, remains an essential source of customer insight. Like zero-party data, first-party data is data about a company’s customers collected and owned directly by the company. Types of first-party data include web and app behavior, purchase history, loyalty status, or call center interactions. And although the methods used to obtain first-party data aren’t always as straightforward or transparent as those used to obtain zero-party data, it’s nonetheless valuable data that will help accelerate the pivot from third-party data.

Third-party data, like those that come from external sources like third-party cookies that track web browsing or advertising, has a place at the table (along with second-party data, which is someone else’s first-party data). The goal is not to banish third-party data entirely; instead, it’s to decrease reliance on third-party data while simultaneously increasing the collection of zero-party and first-party data.

Approach privacy as a fundamental human right

As organizations across every industry face the imminent deprecation of third-party cookies and mounting regulations, the right partner and technology are key. With the right solutions, organizations can respect consumer privacy without compromising the personalized experiences that customers value. For organizations that approach privacy as a fundamental human right, the return on investment will encompass an entirely new relationship with customersone that is built on trust and mutual engagement.

That’s where Microsoft Customer Experience Platform comes in. Microsoft has worked with customers around the world, and their marketing leaders consistently emphasize that to meet today’s expectations of privacy and personalization, they need to deliver consent-aware engagement along the entire customer journey, powered by insights based on zero through third-party datasomething they struggle with because of the proliferation of data sources scattered across multiple systems, making it impossible to gain a complete view of the customer that’s essential for connected experiences. With privacy and consent built into the platform, organizations can be rest assured that data is responsibly collected, utilized, and governedthe foundation for meaningful engagement, raving fans, and lasting customer relationships. To learn more, read the related Microsoft Customer Experience Platform blog post and visit Microsoft Customer Experience Platform.

Sources:

1- “Big Tech Privacy Moves Spur Companies to Amass Customer Data”, Suzanne Vranica, Wall Street Journal, December 2, 2021.

The post Zero-party data is more valuable than ever for customer experiences appeared first on Microsoft Dynamics 365 Blog.