Dynamics 365 for Customer Service Customer Service Management Influencing Roles: CIO, COO, CXO, CFO Target Audience: Service Operations MOMENTS OF TRUTH MOMENTS OF TRUTH CONVERSATION STARTERS CONVERSATION STARTERS Customer experience (CX) will be #1 differentiator by 20201. What is your CX Strategy? Key outcome for companies that make CX improvements is increased revenue and decreased costs. In what ways are you working to improve CX through customer service? Two biggest challenges facing customer service orgs: < 9% of organizations can do Omni-channel engagement well2 <5% of organizations have a single interface for agents due to Legacy systems & external data sources2 Do you face these same challenges? Significant business event, i.e. acquisition, LOBs merging Publicly announced customer engagement strategy or initiative Significant industry transformation Public CSAT/press event SF.com or Oracle relationship under stress (locked in, can’t upgrade, customization requirements) New customer service executive SOLUTION CAPABILITIES BUSINESS IMPACT BUSINESS IMPACT3 WHY MICROSOFT WHY MICROSOFT Agent productivity Improve agent productivity by 30% – 40% Reduce average call duration by 30 seconds Shorten resolution times by up to 20% Reduce avg speed to answer from 6 min to 22 sec Improve CSAT Achieve NPS score double their industry average Answer 85% of questions with a single call Reduce customer complaints by 80% Grow revenue Increase total revenue by 2% (upsell/cross-sell rates) Unique ability to integrate & automate across 3rd party data & apps creates world-class agent experience Deepest AI & analytics capabilities in market Low/no code tools that help further extend environment and automation Most immersive experience in the market with familiar toolsets like Office. Lowest TCO, quickest implementation Tools & programs ensure successful deployment, user adoption, ongoing success. Only vendor to offer hybrid deployment options Full omni-channel engagement lets customers connect anytime, anywhere, on the channel of their choice and convenience (chat, email, phone, social, etc) Connected experiences across channels & connected data across sources for an unmatched 360 view Customers and agents are empowered with the tools they need to ensure quick and accurate resolution, every time Single agent interface driven by automation and AI provides access to everything necessary for highly personalized service Customers 2020: A Progress Report, Walker Research Dimension Data: 2017 Global Customer Experience Benchmarking Report Examples from Business Value Assessments and customer case studies