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The Digestible Dynamics Podcast

For the Innovators, from the Experts

Welcome everyone, to the Digestible Dynamics Podcast!If you are a business user looking to innovate with Microsoft technology, then the Digestible Dynamics podcast is for you. If you are a business executive looking to f
Latest Episode9/26/2022

Microsoft Digital Contact Center Platform

Season 2, Ep. 12
  How impactful is customer service to the overall customer experience? Every year, businesses lose about $75 billion in revenue due to poor customer service. Today, customers expect (some even demand) great customer service. This puts a tremendous amount of pressure on organizations to deliver an intelligent, efficient, and personalized customer service experience. One key channel of customer service is telephone. While customer service through text, chatbot, knowledge articles, and self-service continues to proliferate, customers still want to be able to speak to real agents to help resolve their issues. Today's guest, Sree Yeggina, breaks down what Microsoft Digital Contact Center is and how it empowers organizations to provide exceptional customer service.  Episode Topics What is Dynamics 365 Contact Center?  How does Contact Center fit into the overall Dynamics 365 Platform? How are customers using Contact Center today? Can you please provide your favorite use case for Contact Center? In 60 seconds, what do you want people to know about Contact Center?  Useful Links Microsoft Digital Contact Center Platform Contact Center Integrations for Microsoft Teams What is a contact center? Call Center Statistics That Are Truly a Wake-Up Call in 2022 45 CALL CENTER STATISTICS [2022]: METRICS, PERFORMANCE KPIS, AND INDUSTRY DATA  Sree Yeggina is currently the Global Sales Readiness Director for the Business Applications Service category in Redmond, Washington, leading readiness for WW sellers. She has over 16+ years of experience working with Dynamics 365 Business Applications and Power Platform with focused experience in Dynamics 365 Customer Service, Sales, and Power Virtual Agents as is passionate about enabling worldwide technology sellers on the value proposition, business value, and unique differentiation of Digital Contact Center. She started her career as Microsoft CRM Consultant in 2006 and, since then, worked with all versions of CRM (3.0 to Dynamics 365) and wore several hats over the years as a Software Engineer, Lead Consultant, Solution Architect, and now Global Readiness Director and she has helped some of the largest enterprises across the globe remove their inefficiencies and improve their customer experience through digital transformation. Connect with Sree Yeggina here – Sree Yeggina | LinkedIn  We'd love to hear from you:  Don't hesitate to reach out with any questions, comments, suggestions or feedback! We'd love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com 
9/26/2022

Microsoft Digital Contact Center Platform

Season 2, Ep. 12
  How impactful is customer service to the overall customer experience? Every year, businesses lose about $75 billion in revenue due to poor customer service. Today, customers expect (some even demand) great customer service. This puts a tremendous amount of pressure on organizations to deliver an intelligent, efficient, and personalized customer service experience. One key channel of customer service is telephone. While customer service through text, chatbot, knowledge articles, and self-service continues to proliferate, customers still want to be able to speak to real agents to help resolve their issues. Today's guest, Sree Yeggina, breaks down what Microsoft Digital Contact Center is and how it empowers organizations to provide exceptional customer service.  Episode Topics What is Dynamics 365 Contact Center?  How does Contact Center fit into the overall Dynamics 365 Platform? How are customers using Contact Center today? Can you please provide your favorite use case for Contact Center? In 60 seconds, what do you want people to know about Contact Center?  Useful Links Microsoft Digital Contact Center Platform Contact Center Integrations for Microsoft Teams What is a contact center? Call Center Statistics That Are Truly a Wake-Up Call in 2022 45 CALL CENTER STATISTICS [2022]: METRICS, PERFORMANCE KPIS, AND INDUSTRY DATA  Sree Yeggina is currently the Global Sales Readiness Director for the Business Applications Service category in Redmond, Washington, leading readiness for WW sellers. She has over 16+ years of experience working with Dynamics 365 Business Applications and Power Platform with focused experience in Dynamics 365 Customer Service, Sales, and Power Virtual Agents as is passionate about enabling worldwide technology sellers on the value proposition, business value, and unique differentiation of Digital Contact Center. She started her career as Microsoft CRM Consultant in 2006 and, since then, worked with all versions of CRM (3.0 to Dynamics 365) and wore several hats over the years as a Software Engineer, Lead Consultant, Solution Architect, and now Global Readiness Director and she has helped some of the largest enterprises across the globe remove their inefficiencies and improve their customer experience through digital transformation. Connect with Sree Yeggina here – Sree Yeggina | LinkedIn  We'd love to hear from you:  Don't hesitate to reach out with any questions, comments, suggestions or feedback! We'd love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com 
9/12/2022

Optimized Service Efficiency with D365

Season 2, Ep. 10
A complete customer experience incorporates more than just the buyer's journey. Troubleshooting and product maintenance are also critical factors that keep customers coming back and build brand loyalty. The expectations of a great customer experience are higher than ever, and as products are becoming more connected and involving more technology, maintenance is requiring greater expertise. Dynamics 365 Field Services provides the ability to assign the appropriate resources at the right time and can help companies go from reactive to proactive to predictive with their Field Service needs. This week's guest discusses Dynamics 365 Field Service and how it empowers organizations to achieve more.  About Pierre: Pierre is a passionate technology educator. Whether he is in rural Ghana teaching school kids about programming, writing, and curating curriculum for Fortune 100 technical sales engineers or leading envisioning and planning sessions with customers and consultants. He leads the efforts to educate and train technologists interested in Service and Sales Operations from all over the world. Pierre comes with over 33 years of technology sales leadership and consulting. He has worked on the Microsoft Dynamics Platform since it was released. He is a Board Member at Ferris State University Marketing and Sales Advisory Program and a Board member at Expanding Boundaries International, focusing on delivering STEAM education programs in rural Africa and Baltimore Public Schools. A four-time Microsoft Titanium Award winner for Sales Excellence. He hosts a Bi-monthly LinkedIn Live stream called Field Service Live.  Connect with Pierre – Pierre Hulsebus | LinkedIn  Useful Resources: Dynamics 365 Field Service Overview Dynamics 365 Documentation Dynamics 365 Free Trial We'd love to hear from you:  Do not hesitate to contact any questions, comments, suggestions, or feedback! We would love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com 
9/5/2022

Utilizing the Partner Network Within D365

Season 2, Ep. 9
There is an old adage that says, "it takes a village to raise a child." In the context of Dynamics 365, it takes more than one person to purchase, implement and operate any of the Dynamics 365 solutions. Often times there are committees involved with the purchasing process. Then those using Dynamics 365 extends to multiple teams. Lastly, multiple people or teams are responsible for implementing, configuring or extending Dynamics 365. This week's Dynamics 365 Expert is going to highlight the value of our Partners within the Dynamics 365 ecosystem.  About Michelle: Michelle Curtis is a member of the Solutions Partner Sales leadership team in the Global Channel Sales organization. In her role as Solutions Partner Leader, she leads a team of Global Partner Development Managers responsible for global services partners and indirect providers, with a focus on Americas-based partners. In her previous role at Microsoft, Michelle led the IoT Partner Ecosystem Specialist Sales teams in the Americas IoT organization. Prior to joining Microsoft in February 2021, Michelle served as Vice President, Emerging Technologies at Presidio, a Multi-National Solutions Integrator, where she led the sales, strategy, and execution of the Presidio Emerging Solutions Practice, which included Internet of Things, Analytics, AIOps, and 5G. Professional services under her leadership included design engineering, product production, solutions design and delivery, and software development. Prior to her time at Presidio, Michelle spent 12 years with Tech Data (TD SYNNEX), where she launched and led the IoT practice for the Americas, defining their brand as a leading Solutions Aggregator in the channel. She previously led various teams in the Tech Data Cisco Practice. Michelle has served on the governance boards of Presidio and Tech Data Women in Technology ERGs, driving recruitment, development, and advancement of women in the channel. Michelle served on the Board of Directors for Girls Incorporated of Pinellas (2017, 2020), a nonprofit organization focused on inspiring all girls to be strong, smart, and bold. She previously served on the Channel Partners and Channel Futures Advisory Board and as Vice Chair for the Microsoft IOT Partner Advisory Council. Michelle holds a B.S. in Advertising with a minor in Sports Management from the University of Florida. Connect with Michelle Curtis here – Michelle Curtis | LinkedIn  Useful Resources: Dynamics 365 Partner Portal Dynamics 365 Webinars Dynamics 365 Training   We’d love to hear from you: Don't hesitate to reach out with any questions, comments, suggestions or feedback! We'd love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com 
8/29/2022

Comprehensive Customer Service with D365

Season 2, Ep. 8
Customer Service is a vital part of the business. It is especially important for curating an exceptional customer experience that keeps your customers coming back. Studies have shown that it is more economical to focus on customer retention rather than focusing on acquiring new customers. A large part of keeping your customers loyal and happy is how your customer service is set up. Are your agents well equipped to handle common issues? Are customers able to solve problems on their own with knowledge articles? Can customers reach via multiple channels? This week's expert, Omar, Almarsi, shares how Dynamics 365 Customer Service empowers organizations with the technology to provide Agents and Customers with the right information at the right time to drive a better customer experience.  About Omar: Omar Almasri has a professional background in nuclear engineering. He is also an asset performance management and machine learning expert who specializes in maintaining assets in the oil & gas, power generation, and manufacturing industries. He also has past experience in ERP and CRM solutions and now specializes in Mixed Reality/Hololens and the Service Portfolio here at Microsoft. Connect with Omar – Omar Almasri | LinkedIn  Useful Resources:  Dynamics 365 Customer Service Dynamics 365 Customer Service Documentation Dynamics 365 Customer Service | Microsoft DocsWe'd love to hear from you:  Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com 
8/22/2022

Level Up Your Marketing with D365

Season 2, Ep. 7
In a recent survey done by Gartner, they reported that 63% of customers would become loyal customers if they had a positive customer experience during their buyer journey. Of course, there are multiple lines of business involved with curating a customer experience, but it all starts with Marketing. In today's environment, marketing is now more digital than ever. The ability to effectively and intelligently market to your customers with the right content at the right time is now more important than ever. With Dynamics 365 Marketing, marketers are empowered with tools to do just that. This week's Dynamics 365 experts, Sara Hiatt and Vincent Huck, highlight what Dynamics 365 Marketing is all about.  About Sara Hiatt Sara Hiatt is a Senior Technical Specialist at Microsoft who comes to us from the competitive marketing cloud space. She has over 15 years of experience in helping customers transform their business with technology. Five of those years, she focused on both B2B and B2C cross-channel marketing automation solutions. Sara is excited about what Microsoft Dynamics 365 Marketing offers in this space and sees the seamless integration with the other Microsoft solutions as well as the breath of the product set as a huge advantage in the marketplace. Connect with Sara – Sara Hiatt | LinkedIn  About Vincent Huck Vince is a Technical Specialist at Microsoft who has been in the role working with Dynamics 365 for 5+ years. He comes with a background in marketing and sales, which allows him to help guide his customers to their desired outcomes. He is extremely excited about the growth of Dynamics 365 Marketing and the investment that Microsoft has put into the platform in recent years. With the combination of Dynamics 365 Marketing and Sales, he sees a tremendous opportunity for customers to leverage data and utilize the platform to achieve more than what marketers imagined possible in the past. Connect with Vincent – Vincent Huck | LinkedIn  Useful Resources: Microsoft Dynamics 365 Marketing overview Outbound marketing Real-time marketing Learn Microsoft Dynamics Marketing  We'd love to hear from you:  Don't hesitate to reach out with any questions, comments, suggestions or feedback! We'd love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com 
8/15/2022

Unlocked Insights with PowerBI

Season 2, Ep. 6
A simple measurement of success would be easy to accomplish. Set a goal and try to achieve it. If you miss the goal, it’s a failure. If you reach your goal, you succeed. However, the real world is not that black or white. Businesses require more nuanced and granular metrics other than success and failure. While Dynamics 365 out-of-the-box reporting can provide both broad and granular reports and dashboards, what if you have data that resides outside of the Dynamics 365 platform that’s critical to your business? Luckily, one of the strengths of PowerBI is its ability to create reports and dashboards from a wide range of data sources, not just Dynamics 365. Our expert, Scott Sewell, talks about this and more on today’s episode.  Episode Topics: What is PowerBI? How does PowerBI fit into Dynamics 365? When would someone use PowerBI over OOTB Dynamics reporting? What are some cool PowerBI Use Cases?  Useful Resources: Power BI documentation Connecting PBI to Dynamics PBI Learning path PBI usa cases    About Scott Sewell: As a Principal Program Manager on Microsoft’s Power BI Customer Advisory Team, Scott Sewell is passionate about helping Dynamics 365 and Power Apps users quickly gain actionable insights from the valuable data in their Dataverse environments through the magic of Power BI. Before joining Microsoft, Scott worked as a Dynamics 365 CE Implementation Architect with a global partner implementing Business Applications in organizations large and small, beginning with version 1.0 of Microsoft CRM in 2003. After a dozen years living in the middle of New York City, Scott relocated with his wife to rural West Tennessee, where Amy now teaches in college of business for the local university.   Connect with Scott Sewell here – Scott Sewell | LinkedIn   We'd love to hear from you:  Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com