Optimize experiences for sellers and marketers with Dynamics 365

Discover how Dynamics 365 helps customer experience leaders do more with less

Leaders of organizations in every region and industry are cautiously navigating business decisions of 2023. The recent economic turbulence has forced companies to evaluate their internal processes, tools, and enterprise software to optimize for efficiency. Conversely, customer experience (CX) leaders see 2023 as the year of opportunity. By strengthening their customer experience strategy with technology, CX leaders can retain their most valuable customers, acquire new customers, and look to surpass their competitors. The good news is that you don’t need more to do this. You can do more with less, utilizing the power of AI to optimize experiences for your sellers, marketers, and data analysts so they can deliver better experiences for your customers.

Understand your customer

CX leaders know that the first step to any great customer experience is understanding your customer. They need a customer data platform that can do more for them, making sense of their data, offering recommendations, and serving up valuable insights. Microsoft Dynamics 365 Customer Insights unifies and enriches first-party and third-party data to truly understand your customer and predict their intent. It does this while maintaining privacy and compliance with customer consent. Out-of-the-box AI guides data wranglers with the next best action and also can provide predictions for customer lifetime value, so you can determine how to best invest in your customers.

Business Finland utilized Dynamics 365 Customer Insights to gain greater data insights, resulting in the ability to support thousands of Finnish companies through the COVID-19 pandemic, increasing its export sales by 20 percent, and allowing the Finnish government to fund topics and initiatives that align with its strategic goals.

With the latest Copilot in Dynamics 365 Customer Insights, data analysts and marketers can engage directly with customer data using simple, natural language. This saves time for data analysts, allowing them to type the query in their own words instead of identifying the query in SQL. This capability democratizes access to insights, allowing marketers to use their customer data platform (CDP) to ask questions using everyday language and receive answers fast, without needing to know SQL programming. With simple prompts, marketers can explore, understand, and predict customer preferences and needs in near real time, reducing the reliance on the analytics team to provide them with the customer insights they need.

Engage your customer

Customers today expect personalized experiences, but your marketers don’t have the time or resources to tailor every interaction with every customer. Microsoft Dynamics 365 Marketing can do more with less by using AI to orchestrate personalized journeys across every customer touchpoint. In addition to customer journeys, Dynamics 365 offers email marketing, lead scoring, marketing pages, and social posting, allowing you to seamlessly connect your marketing and sales processes. Mid-Continent Instruments and Avionics, an aviation parts supplier, is using Dynamics 365 Marketing to automate the follow-up process for completed repairs, tying this activity into product campaigns, and communicating more effectively with customers.

With Copilot in Dynamics 365 Marketing, marketers can eliminate the time-consuming process of manually building customer segments for email campaigns, utilizing the query assist feature that allows them to describe their targeted segment in natural language. When they are ready to craft their email content, marketers can harness the Copilot feature, content ideas, to generate content by providing a few prompts. They can also tailor the tone to meet the needs of their audience. With Copilot in Dynamics 365 Marketing, marketers can spend less time on copywriting and audience segmentation, and more time on strategic marketing efforts.

Deliver for your customer

You’ve moved your customer down the funnel, understanding and predicting their intent, personalizing experiences with communications and offers, and now they’re ready to purchase. Microsoft Dynamics 365 Sales enables salespeople to build strong relationships with your customers, take actions based on insights, and close deals faster. You can use Dynamics 365 Sales to keep track of your accounts and contacts, nurture your sales from lead to order, and create sales collateral. Sales managers can use AI to make their sales teams stronger by monitoring conversations with customers using conversation intelligence and providing coaching and feedback to sellers, or by creating step-by-step guidance for next best steps with sequences.

DP World shortened sales cycles enabling five times more proactive sales and two times greater retention with Dynamics 365 Sales.

With Copilot in Microsoft Viva Sales, part of Dynamics 365 Sales, sellers can save time with generated email content suggestions, which includes data that is relevant to the customer, such as pricing, promotions, and deadlines. In addition, they can generate an email response that proposes a meeting date and time based on availability of their Outlook calendar. These new capabilities help sellers automate and expedite administrative work so they can focus on what matters most—making meaningful connections and building trust with their customers and prospects.

Learn how to do more with less

With Dynamics 365 Customer Insights, Marketing, and Sales, you can connect your teams across all business processes to ensure your customer is always at the center. This ensures they have a personalized, seamless experience, from consideration to purchase. To learn more or take a guided tour, please visit our connected sales and marketing solution page or take a guided tour. To learn more about Dynamics 365 Copilot, read the announcement blog from Microsoft Corporate Vice President, Business Applications, Emily He.