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The retailer of the future does not define customers by the channels they shop in, or the devices they use. The retailer of the future simply considers them as areas of the customer experience that create new opportunities for sustaining service excellence.
‘Twas the week before Christmas and inside Santa’s Workshop, three Elves were huddled around their workstations, going through customer lists and checking them twice. That night, one of their tools, namely an outdated and poorly maintained version of D365, was not working well for them.
As Christmas nears, Santa and the Elves are very busy checking who has been naughty and nice throughout the year. The Elves are also busy reviewing all the wish lists and making all kinds of toys for good little girls and boys.
In just over a year, Dynamics 365 for Customer Engagement (CE) has come a long, long way.
According to a 2018 Microsoft Research Report, a vast majority of people believe that customer service plays an important role in their choice of and loyalty to a brand. Taking that a step further, a large number of people reported that they have even switched brands due to poor customer service.