Customers are looking for connected business applications to increase productivity and agility. With digital selling, it’s imperative to have a landscape of work tools that orchestrate seamlessly across a seller’s workflow. For the best outcome, solutions must offer automated and integrated workflows, enhanced with prescriptive, yet configurable intelligence. The combination of Microsoft Teams, LinkedIn, and Microsoft Dynamics 365 generates insights directly into Dynamics 365 mobile and desktop workflows. And, our passion for intuitive user interfaces is showcased through a streamlined pipeline manager workspace with data visualizations that keep sellers on top of their key metrics. As part of release wave 1, updates for Dynamics 365 Sales showcase the best of Microsoft productivity, collaboration, and intelligence in one business appwith the sole purpose of guiding sellers to close deals faster. Keep sellers closing deals with an integrated workflow A complete digital selling solution with Microsoft Teams in Dynamics 365 Sales: In our 2021 release wave 1, an embedded Teams chat experience allows sellers to remain focused on sales motions while collaborating with stakeholders. While in Teams, a seller can search for Dynamics 365 information and share it with participants in Teams chats and channels. Also, a seller can log an activity, note, or other action in Dynamics 365 while having a Teams conversation. From Dynamics 365, sellers can access linked Teams chats and channels and view recent Teams chat lists. A seller can immediately act on important action items and information generated from deal-related Teams chats. Additionally, sellers can see a message preview, a collaborator’s Team avatar, and their meeting availability all from within Dynamics 365. LinkedIn Sales Insights in Dynamics 365: Sales teams will discover valuable account data in Dynamics 365 thanks to real-time market and company information powered by the LinkedIn network. Our solution brings up-to-date company profile data from LinkedIn to Dynamics 365 and associates it with every matched account. We remove the time-consuming and manual labor involved in reconciling out-of-date and irrelevant data. Now, it’s even easier to identify the fastest-growing target buyers and make key prioritization decisions when account planning. Optimized opportunity management with pipeline manager: In this release, we’re introducing an optimized seller workspace focused on opportunity management workflows. Sellers can immediately understand pipeline health with out-of-box interactive charts and metrics, and course-correct fading deals with AI-driven relationship and opportunity scores. One-click actions and built-in collaboration from Teams keep sellers focused on their sales workflow and remove the need to bounce in and out of disparate sales tools. Sellers can update key information fast with access to robust data that can be searched, filtered, and personalized in many ways. Automating sales tasks: The most common, mundane tasks that sellers are often required to perform can now be automated. No longer will a sales rep have to manually manage menial follow-up tasks based on a change to customer status. Creating a new email, editing an email with relevant information, sending an email to customers, and manually checking for responses can now be automated to keep sellers focused on selling, not juggling administrative busy-work. Level up sellers with intelligence across the deal cycle Conversational intelligence: Dynamics 365 Sales automatically extracts actionable business insights directly from sales calls. Dynamics 365 Sales processes and analyzes conversations across multiple channels and multiple formats, such as inbound and outbound audio and video calls, and calls that are made from a desktop computer, mobile device, and desk phone. Teams calls can be made directly from Dynamics 365 Sales. And, we have extended these capabilities to third-party telephony providers and other recording platforms used by our customers through admin configuration. Pipeline telemetry: Simple, intuitive, and out-of-the-box pipeline data visualizations will give sellers clear visibility into the deals in their pipeline. In this release, sales managers can enable KPIs for their sales teams through a new dashboard that allows them to track team progress in real time, providing insightful coaching and guidance throughout the sales cycle. Likewise, sellers can see their performance against management key metrics and proactively adjust to meet management expectations. Manager KPIs include a number of active leads in the org versus previous periods, conversion ratio between leads and opportunity, leads by source types, and per seller. Seller KPIs include a number of qualified leads, number of calls made, number of meetings scheduled, and estimated deal value. Activate a mobile safety net for successful customer engagements Meeting preparation card: The new Dynamics 365 Sales native mobile app provides sellers with relationship and logistics data sourced from LinkedIn, Microsoft Outlook, and Dynamics 365 Sales. In a single meeting card, the seller knows key meeting details and attendee responses from Outlook, paired with up-to-date LinkedIn information. Dynamics 365 Sales data is pulled so the seller sees associated opportunity title, estimated revenue, closed date, pipeline phase, notes, and AI-generated reminders. Push notifications, smart deep linking, and lookups for Outlook calendars, emails, files, notes, and one-click launch of Teams meetings are additional key release wave 1 highlights for the Dynamics 365 Sales mobile app. Conversation transcripts with follow-up actions: The mobile features introduced in release wave 1 save sellers from missing details from customer engagements. Sellers conduct numerous customer interactions from their mobile devices. Nuances can be easily overlooked, especially if the seller’s attention is spread across multiple items while speaking. Call transcriptions with market-leading natural language processing are now available in the Dynamics 365 Sales mobile app. The app will apply AI insights, sentiment analysis to the call transcripts, and provide suggested follow-up actions for the seller. And, each call will be automatically assigned to its relevant Dynamics 365 entity and populate the appropriate data fields within Dynamics 365, taking manual data management out of a seller’s day-to-day activities. Personalize your customer outreach for a seamless brand experience Enhanced Dynamics 365 Customer Voice surveys with customized scoring matrices: Gather and track the customer metrics that matter to your business, and respond swiftly, with Dynamics 365 Customer Voice. In this release, Dynamics 365 Customer Voice introduces enhanced headers, allowing users to upload custom images, specific branding imagery, and format text to create a more personalized survey experience. Additionally, significant survey scoring enhancements now include the ability to customize satisfaction metrics, creating a scoring index with points assigned to survey questions so organizations can analyze data in their preferred way. Dynamics 365 Customer Voice, automatically available for users with select Dynamics 365 applicationssuch as Dynamics 365 Sales, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 Customer Insights, and Microsoft Dynamics 365 Marketingtransforms the organization’s ability to understand their customers. Sellers have been operating, and will continue to operate, in an almost entirely digital world. What has been made clear over the past year is that in order to succeed, sellers need a consolidated, streamlined, and integrated set of sales tools that allow them to conduct their day-to-day selling activities in a frictionless environment. And not only that, with the abundance of digital signals being created by the customers in a digital world, AI intelligence can guide sellers to more deals won, more often. Learn more Activate digital selling with Dynamics 365 Sales and realize your sales goals. Check out additional information about the 2021 release wave 1 highlights for Dynamics 365 Sales. Or, if you are ready to get started, discover how Dynamics 365 Sales can transform the way you do business

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Launch event highlights new 2021 release wave 1 capabilities and spotlights how they benefit BNY Mellon, Patagonia, Rockwell Automation, and The Coca-Cola Company Today officially kicks off a six-month wave of hundreds of new capabilities, feature updates, and applications across Microsoft Dynamics 365 and Microsoft Power Platform. These updates include the first of two release waves this year, ensuring we continue our commitment to helping you adapt to rapid change in your industry, innovate and solve challenges collaboratively, and harness insights to stay focused on what matters. As the world prepares for life beyond the pandemic, we are laser-focused on helping build agility and resiliency into every layer of your business. At this morning’s Microsoft Business Applications Launch Event at 9:00 AM Pacific Time (then available on demand), we will preview some of the new capabilities spanning end-to-end customer experience, commerce, and supply chain and fulfillment, in addition to low-code tools to power insights and innovation. For a complete list of new capabilities, please review the Dynamics 365 and Power Platform 2021 release wave 1 plans, as well as the overviews of new capabilities for Dynamics 365, integrated Microsoft Teams experiences, and Power Platform announced at Microsoft Ignite in early March. Modernizing end-to-end customer experiences At the launch event, we will demonstrate the very latest innovation to orchestrate customer journeys for seamless engagement at the right moments. Additional customer journey orchestration capabilities for Microsoft Dynamics 365 Marketing bring together the worlds of customer experience and marketing automation to engage customers in real-time based on interactions across marketing, sales, commerce, and service. And the latest customer analytics capabilities, such as surveys, segmentation, churn analysis, and product recommendations help create more personalized experiences. We’ll walk you through how one of the oldest banks in the world, BNY Mellon, is leveraging some of these new capabilities to usher in a new era of customer engagement for financial services. https://www.microsoft.com/en-us/videoplayer/embed/RWAWID What’s next for Microsoft industry clouds In October 2020, we launched Microsoft Cloud for Healthcarethe first end-to-end, industry-specific cloud solution that unlocks the power of Microsoft 365, Microsoft Azure, Dynamics 365, and Power Platform to transform customer engagement and optimize operations. Today we will discuss the Microsoft industry clouds approach, recently announced. Microsoft Cloud for Retail and Microsoft Cloud for Financial Services are now available for preview. Microsoft Cloud for Manufacturing and Microsoft Cloud for Nonprofit will be available in the near future. All four clouds enable organizations to tackle digital transformation by focusing on priority scenarios, then continue to transform customer engagement and operations at the right time. At the launch event, you’ll learn how Patagonia, a leader in outdoor clothing, is activating solutions in the Microsoft Cloud for Retail to orchestrate seamlessly personalized experiences at every point in the customer journey. https://www.microsoft.com/en-us/videoplayer/embed/RWAPqY Over the next few months, we will continue to share new innovations across the applications and services that comprise Microsoft Cloud for Retail, such as new capabilities for Microsoft Dynamics 365 Commerce that introduce B2B e-commerce offerings, synergize task management with Microsoft Teams, and further bring together frontline and back-end operations, improving the way retailers engage customers. We’re also building on our strong legacy in inventory management, order fulfillment, and intelligent orchestration by bringing these together in a new application, Microsoft Dynamics 365 Intelligent Order Management, helping you optimize for speed, experience, and profitability by meeting future order and fulfillment complexities while supporting contemporary methods like buying online for in-store or curbside pickup. Empowering unique data experiences and insights with Power BI At Microsoft Ignite, we announced Power BI Premium Per User general availability and autoscale preview for Gen2, which automatically adds a vCore to Premium capacity when utilization peaks and removes it when no longer needed. At the launch event, we demonstrate how Rockwell Automation, a worldwide leader in Industrial Automation, is using Power BI and many of our AI capabilities to get great insights from data and act on those insights in familiar experiences such as Teams and Microsoft Excel. They are also leveraging Power BI Premium Gen2 as a way to create a better user experience, with deeper resource management and cost control. https://www.microsoft.com/en-us/videoplayer/embed/RWB6ff Build and deliver applications faster and more cost-effectively As announced at Microsoft Ignite, new capabilities across Power Platform will accelerate low-code application development for business users, business analysts, IT admins, and professional developers. The Coca-Cola Company has recently started using Power Platform as part of its digital transformation efforts and has created some remarkable business solutions with Microsoft Power Apps, Microsoft Power Virtual Agents, and Microsoft Power Automate, including the new Power Automate Desktop robotic process automation (RPA) capability. In a demo at the launch event, we will share how they are using Power Platform to help their bottlers easily update the expected sales date of its industry-defining syrup concentrates through an end-to-end seamless digital process. In addition, Coca-Cola UNITED, the largest Coca-Cola bottler in the United States, has also taken advantage of Power Platform to transform and reduce costs while improving customer and partner experiences through advanced automation. The video below tells their story. https://www.microsoft.com/en-us/videoplayer/embed/RWAPnj Attend our launch event for a closer look at this wave’s highlights Tune in to the Microsoft Business Applications Launch Event today, April 6 at 9:00 AM Pacific Time or on-demand after the broadcast, for a first look at the new innovations on the way over the next six months. Be sure to check out our detailed release plans for Dynamics 365 and Power Platform, key dates, and deep-dive demo videos. Don’t miss your chance to learn from and connect with your worldwide Dynamics 365 and Power Platform communityregister for Microsoft Business Applications Summit on May 4, 2021

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We are amid one of the most rapid global transformations of trade that the world has ever seen. The past 30 years were a constant drumbeat of globalization, weaving geographically dispersed markets together with breakthroughs in technology and the widespread adoption of lean thinking. The result was the creation of complex and interconnected global supply chains that controlled costs through practices such as just-in-time (JIT) inventory management. Then COVID-19 forced markets to lock down and trading partners to scramble to deliver products to customers. What has become clear is that our supply chainswhile having succeeded at reducing costs, and connecting business and consumer markets worldwidewere far less robust than we had imagined. Today, there is a new push to improve the world’s supply chains, but the focus is now on resiliency. Cost containment is still a factor, so simply ordering and holding more inventory is not the answer. What holds promise is tighter integration and collaboration with both internal and external trading partners, faster access to data, and a new level of transparency and visibility into the end-to-end value chain made possible by digital transformation. The backdrop to these challenges is an accelerating fourth industrial revolution that brings with it the promise of leveraging more data and automation to produce highly-resilient and globally-optimized supply chain networks. At Microsoft, we are at the forefront of this historic transformation, providing clients worldwide with the digital solutions they need to remain competitive. The four success stories that follow bring to life how Microsoft Dynamics 365 helps organizations realize supply chain transformation and leverage the benefits of a modern, cloud-based, intelligent platform to deliver versatility, scalability, and rapid time to value. GWA Group enhances efficiency in end-to-end chain GWA Group Limited (GWA) was listed on the Australian Securities Exchange in 1993 and is a leading innovator, designer, and supplier of product solutions, services, and intelligent technology focused on the Bathrooms & Kitchens (B&K) segment. Like most businesses, GWA Group struggled with multiple challenges through the pandemic as customer demand shifted, markets locked down, and nodes in the supply chain became unreachable. GWA Group leadership faced a choice: continue with its digital transformation agenda or scale back and redeploy resources elsewhere within the business. The decision to accelerate digital transformation rather than scaling back was an obvious one to GWA. The company viewed digital transformation not only as a mechanism to allow them to efficiently meet shifting customer needs, but also as a step to prepare the company for future growth covered by a global data platform. GWA Group worked with Microsoft consulting services to reduce complexity from the business by deploying Dynamics 365 as its end-to-end solution for data and actionable insights. Today, GWA Group has gained digital transparency into its operations, transforming the way they do business and the way the business thinks. “We are deploying Dynamics 365 to manage the entire business ecosystem lifecycle across Customer Care, Warehouse Management, Finance & Operations, Supply Chain, Commerce, and Marketingwe’re not just transforming the way our business works, we’re actually transforming the way our business thinks. Stripping out complexity across business processes introduces greater flexibility and agility as the industry changes.”Alex Larson, General Manager Technology & Transformation, GWA Group Read more about how GWA Group embeds innovation culture with Dynamics 365. Michael Hill optimizes inventory and boosts sales Founded in New Zealand in 1979, Michael Hill is one of the world’s largest high-end jewelers. Nearing 300 retail locations across Australia, New Zealand, and Canada, the company has closely maintained exclusive, long-term relationships with its customers for over 40 years. Michael Hill believes that great in-store retail experiences are the key lever for increasing customer loyalty. To realize its goals for continually improving its support operations and delivering the retail experience it envisions, the company correctly identified the need to increase efficiency in its shipping and warehousing processes. “Michael Hill has been running a transformation journey to completely change our operating paradigm so that we put the customer first at the very beginning, from production to fulfillment.”Matt Keays, Chief Information Officer, Michael Hill The company worked with its implementation partner DXC Technology and Microsoft to replace its legacy retail operations solution. The business needed a solution to manage global store operations and a platform capable of delivering end-to-end multichannel capabilities and connected processes. The company found this solution by building a vastly improved retail platform using Microsoft Dynamics 365 Commerce. Next, the company launched an internal initiative to optimize operations, customer service, warehousing, inventory, and retail financial processes by implementing Microsoft Dynamics 365 Finance and Microsoft Dynamics 365 Supply Chain Management. The changes were planned for March 2020, but the global pandemic demanded an accelerated plan of action. Indeed, with 300 stores holding high-value inventory, many facing temporary closure, the company confronted logistic complications that forced expensive, indirect, and inefficient shipments to its customers worldwide. The international jeweler moved quickly to avoid harm to its business and its brand. Dynamics 365 was deployed rapidly and almost immediately began providing increased visibility into inventory availability across its supply chain. This gave Michael Hill the ability to treat each of its stores as a warehouse location, which seamlessly allowed customers to order items online with the option to pick up at the site of their choice or ship direct from that location. Today, Michael Hill powers its new retail operating platform to generate better insights about what customers are looking for, transforming their approach to customer service and improving their ability to respond to changing business needs and new market conditions. “The really exciting part about using Dynamics 365 is how fast we can adapt to changing business needs. We are driving efficiencies in our warehouse, trialing new fulfillment models, and unlocking deeper insights into customer experiences faster than ever before.”Ian Dallas, Program Manager of Supply Chain and Finance, Michael Hill Read more about how Michael Hill optimizes inventory allocation and boosts sales with Microsoft Dynamics 365 Commerce. TBM digitizes processes for efficient reporting Tan Boon Ming Sdn Bhd (TBM) is Malaysia’s one-stop appliances superstore. Founded in 1945 as a neighborhood bicycle store, the company quickly expanded its offerings to appliances, furniture, and radios. From the beginning, the company was founded with a vision to be the best-in-class service retailer, striving to deliver quality in everything it does, from the products it sells to the services it offers. It was this vision that compelled TBM to begin a journey of digital transformation in 2016. The company’s key challenge was the lack of data synchronization and integration with its existing Warehouse Management System (WMS). Because the existing WMS was not integrated, the company was forced to use heavy manual processes to take stock across 40 locations printing stock sheets and manually tallying the results. To overcome this challenge, TBM implemented Dynamics 365 Supply Chain Management to enable greater visibility into its warehouse and inventory while simultaneously reducing the effort required to access this critical data. TBM has since adopted other Dynamics 365 modules across its business to bring all business processes under control into a single, integrated, and seamless platform. Dynamics 365 Finance was implemented and now allows the company to enjoy efficient accounting and reporting. Dynamics 365 Commerce enabled TBM to overcome the challenges of the pandemic and continue to serve customers without delays during Malaysia’s Movement Control Order period. With Dynamics 365, TBM has a cohesive view of its warehouse, logistics, and inventory integrated with an agile storefront, allowing them to provide consistent and scalable customer experiences. Read more about how this Malaysian appliances store digitizes processes and enables more efficient reporting using Dynamic 365. Chemist Warehouse migrates to the cloud for enhanced customer experiences Over the last 16 years, Chemist Warehouse has grown from a single shop in Melbourne’s outer western suburbs to become one of Australia’s top 10 retailers. Today, the group has over 400 stores across Australia, serves more than 1.5 million customers, and dispenses more than 500,000 prescriptions a week. The rapid growth and success of Chemist Warehouse compelled the company to take on a business transformation aimed at improving customer experiences. As a longstanding user of Microsoft Dynamics AX on-premises, the company was interested in moving to Dynamics 365 in the cloud. This aspect of its business transformation would support international expansion goals by providing a scalable and agile end-to-end ERP platform capable of leveraging the cloud’s benefits. Chemist Warehouse began its international expansion in Ireland in 2019. The company quickly realized that to support local and global operations, everyone, including its network of over 500 franchisees, needed to work on a single information system. The company decided to implement Dynamics 365 Finance, Dynamics 365 Supply Chain Management, Dynamics 365 Commerce, and point of sale. This change would provide the necessary foundation to support international expansion and serve to underpin the deployment of an array of new health-related services and ultimately create an entirely different class of customer experience. “The main reason to leverage the Dynamics 365 platform is time to value-add. The mantra for us is scalability, agilitythey’re the two things that we bear in mind with everything we do. It’s really to be able to provide a better experience to the customer.”Jules Cardinale, CIO, Chemist Warehouse After implementation, Cardinale and his team rapidly transformed how they operate and moved to roll out many process improvements across the value chain. Today, Chemist Warehouse can offer a true omnichannel retail experience. With the integration of Dynamics 365 Supply Chain Management, the business has greater visibility into what products are on order and when items are shipped and received. These improvements created the necessary infrastructure to allow the company to introduce a new click-to-deliver option for their customers and to provide it seamlessly, side-by-side with its traditional click and collect. Read more about how Chemist Warehouse prescribes cloud transformation to boost customer wellbeing. Connect with us to transform your supply chain Dynamics 365 Supply Chain Management helps organizations meet the fast-changing customer demand, by performing distribution planning in a matter of minutes. It enables companies to resolve demand and supply imbalances by enhancing visibility of their supply chain and inventory in real time. They can easily scale to handle large volumes of transactions while fulfilling orders from multiple channels, mitigate stock-outs and overstocking, and seamlessly integrate with third-party systems. Dynamics 365 Supply Chain Management offers an integrated out-of-the-box warehouse management system that enables companies to consistently deliver products on time. Companies can create no-code or low-code customized heatmaps and automate workflows to optimize capacity, layout, consumption, and flow of raw and finished goods in real time. Also, it further helps create resiliency by keeping critical warehouse processes running around-the-clock at high throughput on the edge and ensure business continuity in remote locations when disconnected from the cloud. It helps organizations increase competitive advantage, overcome adversity, and proactively detect opportunities all the way from planning to procurement to manufacturing to distribution, order orchestration, and delivery. Learn more You can learn more about Dynamics 365 Supply Chain Management, how to build resilience with an agile supply chain, or if you are ready to take the first step towards implementing the one of the most forward-thinking ERP solution available, then contact us today to see a demo or start a free trial. You can also learn what’s new and planned for Dynamics 365 Supply Chain Management and listen to our recent podcast “Preparing for your supply chain’s next normal” with Frank Della Rosa and Simon Ellis

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Managing robust fraud operations can be complex and time consuming. To help simplify the process and increase your fraud detection efficiency as well as accuracy, Dynamics 365 Fraud Protection takes a cohesive approach to manual review. With the Manual Review tool, now available in preview, you can set the rules to identify transactions that can benefit from further human review. You then place those items in a queue to facilitate and amplify the review process. The tool enables rule-based or business process-based queues with intelligent routing and feedback integration to help keep manual reviewers on schedule in their tasks. This seamless integration helps reduce the complex feedback loop and is scalable to accommodate any type of manual review operations. Key capabilities Queue management – Create workflows that route suspected fraudulent transactions to different queues for manual review based on specific criteria and manage them in one place. Review dashboard Use a dashboard to see a curated view of data, complete with previous transaction history, so that you can review a transaction and analyze the fraud pattern efficiently. Create customized actions – Dynamically create remedy actions, such as decisions and fraud labeling, which can be applied for tracking and analysis purposes. You can escalate complex transactions that may require further review. A customized performance dashboard – Access a dashboard that displays a list of reviewed orders, fraudulent orders, the false positive rate, and so on, calculated by the team or analyst, with daily and monthly views. Reports can also be exported and shared internally for review and discussion. Example screenshots     Next steps To learn more about manual review capabilities and details,check out the GitHub site for Dynamics 365 Fraud Protection – Manual review. Also, join the Dynamics 365 Fraud Protection Insider Program, to get an early view of upcoming features and discuss best practices to combat fraud

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Understanding your customers can be a complex task, especially in a digital age where interactions span multiple channels and customer behavior can change at a rapid pace. Organizations need to be able to adapt and deliver better customer experiences, but many find it difficult without the right information at their fingertips. According to a Forrester study in 2020, driving decision making with customer insights was the top challenge for CMOs.1 Every departmentfrom marketing to sales to customer serviceneeds to be aligned on one view of the customer so they can make the best engagement decisions. That’s why Microsoft Dynamics 365 Customer Insights customers are automatically entitled to Microsoft Dynamics 365 Customer Voice so organizations can build a unified view of customers by combing direct survey feedback with rich customer data. Download our e-book to learn more about “Delivering personalized experiences in times of change.” A 360-degree view of your customer Customers interact with brands in variety of ways from the actual purchasing of a product to interacting on a website or on social media. This means that organizations need to collect those learnings into one place to fully understand what makes their customer tick. It can be frustrating to get insights about your customer from siloed data in disparate IT systems. Dynamics 365 Customer Insights enables you to get a complete view of your customer by bringing together transactional, behavioral, and demographic data in real-time. Because Dynamics 365 Customer Insights is vendor neutral, you can easily integrate dataregardless of where it resides. Through prebuilt and customized AI models, you can then unlock meaningful insights from your unified data. Collecting direct feedback is also key, as important data such as satisfaction, sentiment, and Net Promoter Score can be telling when understanding the customer. Dynamics 365 Customer Voice empowers organizations to collect, analyze, and track feedback in a scalable, easy-to-use feedback management solution. Today, an organization can bring in Dynamics 365 Customer Insights profiles directly within Dynamics 365 Customer Voice, allowing users to view rich data on the customer and their activities in one singular view. This allows you to track the progress of Dynamics 365 Customer Voice surveysmaking better decisions on when to engage with the customerand combine feedback for a 360-degree customer view. Watch the video below to learn more about Dynamics 365 Customer Voice and Dynamics 365 Customer Insights. https://www.microsoft.com/en-us/videoplayer/embed/RE4MBpL Determining the best moment to drive customer engagement is easier than ever from within the Dynamics 365 Customer Insights dashboard. With automatic entitlement to Dynamics 365 Customer Voice, Dynamics 365 Customer Insights customers can view Dynamics 365 Customer Voice activities within the dashboard, including follow-up actions so you can easily know when it’s time to engage with the customer. With relevant details on hand, organizations can more easily understand their customers and make better decisions to drive a great customer experience. Connected data Every customer interacts with each part of your business, so it is imperative that everyone is aligned on who the customer is and how to interact with them. That’s why Dynamics 365 Customer Insights and Dynamics 365 Customer Voice work together to surface rich customer profiles and data that can be shared across applications and departments. Customer feedback data from Dynamics 365 Customer Voice surveys can be used to generate customer segments within Dynamics 365 Customer Insights so other applications, like Microsoft Dynamics 365 Marketing, can make the right decisions for the right customer. All three applications come together to empower customer journey orchestration, so any team can engage customers in real-time based on interactions across marketing, sales, commerce, and service to win customers and earn loyalty faster. Learn more about customer journey orchestration capabilities from Dynamics 365. Learn more Having a clear and rich view of your customer data makes understanding them even easier. With Dynamics 365 Customer Insights and Dynamics 365 Customer Voice, you can efficiently analyze customer data without ever leaving your application and make the right decisions in the moments that matter. To learn more about Microsoft’s feedback management solution, visit the Dynamics 365 Customer Voice website or start your free trial today. Take a guided tour to see how your organization can use Dynamics 365 Customer Insights to unlock insights and drive personalized customer experiences, and learn more about “Delivering personalized experiences in times of change” from our e-book. 1Forrester Analytics, Business Technographics Marketing Survey, 2020

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