The Digestible Dynamics Podcast

In today’s fast-paced digital landscape, organizations are leveraging AI to fundamentally transform customer service operations. This shift is not just about adopting new technologies; it’s about enhancing how businesses interact with their customers. By utilizing AI-driven solutions, companies can streamline processes, provide personalized experiences, and proactively anticipate customer needs, paving the way for more efficient and responsive service. On Today's episode, we’ll be joined by Jon Rastia, Argano’s Senior Director of Strategy, to delve into the concept of “Service Anywhere.” This innovative approach emphasizes the implementation of comprehensive AI-driven solutions designed to enhance customer service departments. We’ll explore current trends in customer service transformation, identify common pitfalls to avoid during these changes, and discuss the substantial business value that these AI-driven initiatives can bring. Episode Topics:Who is Argano?What is Service Anywhere?What are 3 Key trends you're customers are requesting?What are some common pitfalls to avoid when considering a Contact Center/Customer Service transformation?What's the business value customers are achieving with deploying Microsoft Dynamics CS/FS?What's the #1 takeaway you'd like to share with the audience regarding AI in the Contact Center? Useful Resources:https://argano.com/https://www.microsoft.com/en-us/dynamics-365/topics/customer-service/customer-service-software?msockid=218959fa313a647b28994cc230d465e6 About our Guest:Jon Rastia brings 25+ years of designing and implementing CX solutions, coupled with a record of outstanding leadership and success resulting in reduced costs, increased efficiencies, and improved ROI. Jon brings a deep knowledge of successfully applying modern technology in several industries; his experience includes the retail, manufacturing, insurance, and financial services. As a former Chief Information Officer, he has provided technology vision and leadership developing and implementing large-scale, complex enterprise information systems supporting distributed and centralized business operations. His efforts leading teams have achieved more effective and cost-beneficial enterprise-wide business solutions.

No KJ, here's Kayla, and D365 Customer Service changes... oh my! We're back with a new season, new co-host, but with the same, great, digestible tidbits for Dynamics 365. This episode, we formally welcome Kayla as our new co-host, wish KJ goodbye and good luck. Kayla also shares what the big updates are for D365 CS for the Wave 2 Release.Episode Topics:Welcome Kayla! What's new with CSUseful Resources:Blog release - 2024 release wave 2 plans for Microsoft Dynamics 365 and Microsoft Power PlatformProduct documentation 2024 Wave 2 ReleaseMicrosoft Release Planner for Customer ServiceWho is Kayla Rohde?Welcome to Digestible Dynamics! I'm Kayla Rohde, a Microsoft Business Applications Technical Specialist with a decade of experience in supporting business applications. Born and raised in the Midwest, I've lived in Nebraska, Iowa, and now call Minnesota home. With an educational background in Business Systems Analysis, my passion lies in helping organizations understand and overcome their business challenges using innovative Microsoft solutions. The endless possibilities for solving business problems with technology is what excites me the most about my work. When I'm not diving into the world of business technology, I'm a proud dog mom to two wonderful dogs, Diesel and Xena. I also love indulging in hobbies like reading, writing, painting, and learning new things—from ancient history to playing the guitar. I cherish spending time with family and friends and enjoy traveling. I'm thrilled to share insights and stories with you on this podcast. Let's explore the dynamic world of business applications together!Connect with Kayla - Kayla Rohde | LinkedIn

Microsoft has introduced Dynamics 365 Contact Center, a Copilot-first cloud contact center solution aimed at revolutionizing customer service. This innovative platform integrates generative AI to provide seamless customer engagement across multiple channels, including voice, SMS, chat, email, and social media. It offers advanced features like context-aware, personalized conversations, real-time sentiment analysis, and intelligent routing to ensure customers receive timely and accurate assistance. The solution also supports effortless self-service, allowing customers to resolve their issues independently through natural, human-like interactions. The impact of adopting a digital contact center is profound for businesses. For instance, companies can experience a 31% increase in first call resolution and a 20% reduction in missed routes, leading to enhanced customer satisfaction and loyalty². Additionally, the platform's real-time reporting capabilities enable service leaders to optimize operations and reduce costs, further driving efficiency and effectiveness in customer service delivery. ***Editor's note: - To clarify Sree's point about Copilot Studio, Copilot Studio entitlements are included in D365 Contact Center, but not D365 Customer Service. If you purchase licenses for D365 Customer Service it does NOT come with Copilot Studio entitlements. That would require an additional purchase of Copilot Studio licenses.Episode Topics:What is D365 Contact Center?Which type of customer would be a good fit for D365 Contact Center?How does D365 Contact Center differ from our other CS offerings?How can customers learn more and get started?  Useful Resources:Announcing Dynamics 365 Contact Center - a Copilot-first cloud contact center to transform service experiences - The Official Microsoft BlogDynamics 365 Contact Center | Microsoft Dynamics 365Introducing Microsoft Dynamics 365 Contact Center About Sree YegginaSree Yeggina has over 15 years of experience in the technology space as an engineer, functional consultant, and sales enablement leader. Currently, Sree is the Global Director of Sales Readiness for Business Applications Customer Experience and Service categories where she passionately enables the world about achieving world class CX through end-to-end seamless customer engagement Connect with Sree - Sree Yeggina | Linkedin

Out of the box, Dynamics 365 can help organizations of various sizes across different industries solve business problems with technology. Whether that's improving seller efficiency and pipeline accuracy, or boosting CSAT by solving your customer service problems more quickly, or it's ensuring your field agents are better equipped to complete their work orders with a true customer 360 view, Dynamics 365 can help. Another powerful aspect of the platform is its ability to integrate with Partner solutions that help augment dynamics 365 processes and workflows. For example, you can integrate Docusign with your existing D365 ecosystem to ensure more intelligent and automated document management In this episode, we interview Suresh Jeevanani, senior director of Strategic Partnerships at Docusign to highlight the value of the D365 and Docusign integration and how organizations can use it today.Episode Topics:What do you do at Docusign do?What is the value of a Docusign and D365 integration?What does the Docusign integration feature within Copilot for Sales entail?How can a customer get started?Useful Resources:Dynamics 365 Integrations | DocusignDocuSign for Dynamics (microsoft.com)Sign up for Copilot for Sales Extensibility Preview (microsoft.com)About Suresh JeevananiSuresh Jeevanani is Senior Director, Strategic Partnerships at Docusign. He has over 2 decades of experience in the high-tech industry. He is passionate about bringing power to technology & technology ecosystems to help customers transform their businesses. He lives in San Francisco Bay Area with his wife and daughter. In his spare time, Suresh likes to play tennis and go road-biking.Connect with Suresh - Suresh Jeevanani | LinkedIn

Customer service agents face challenges such as access to relevant data and the right technological tools, with some juggling up to 10 different systems to address a single issue. Each step in the process of resolving customer issues is time-consuming and complex, with agents spending significant time researching cases and seeking out solutions. As customer inquiries increase in volume and complexity, organizations must find ways to streamline processes, reduce the workload on agents, and improve the overall customer experience. This week on the podcast, we have Edgar Wilson II, Principal Program Manager for Customer Service Business Applications to highlight what Copilot for Service is and how customers can extract value from it.Episode Topics:What is Copilot for Service?How is this different than D365 CS?How can a customer get started?Useful Resources:Official Microsoft Copilot for Service documentation - Copilot for Service | Microsoft LearnQuickstart—create and deploy Copilot for Service - Copilot for Service | Microsoft LearnGet started with Microsoft Copilot for Service - Training | Microsoft LearnAbout Edgar Wilson II:"Hi, my name is Edgar Wilson, Principal Program Manager in the Dynamics 365 Customer Service group. I hold over 15 years of Dynamics experience having spent 7 years with prestigious implementation partners including Aderant, Customer Effective and Hitachi. During this time I worked as an architect and technical consultant implementing Dynamics in a variety of industries including Financial Services, Healthcare and manufacturing. I’ve been at Microsoft 8 years, holding a variety of roles in sales and engineering in the business applications group."Connect with Edgar - Edgar Wilson II | LinkedIn

What was your first interaction with technology? For our Guest, Greg Williams, VP of Strategy at Western Computer, it involved a green screen. Fast forward to the present, and he's helping organizations of various sizes implement business applications and AI technologies into their business processes to make drive growth, improve efficiency and enhance the employee experience. Episode topics:Given your extensive history and experience with Technology and business applications, how have they transformed since you started working with them?Can you help our listeners understand how they should think about technology in the context of their existing business strategies?What are the strategy pitfalls companies make when in regards to investing into a technology solution? Useful resources:Western Computer | Microsoft Dynamics 365 Gold ERP PartnerCopilot for Dynamics 365 | Microsoft Learn About Greg WilliamsWith over two decades of experience in the realm of Microsoft Dynamics, I’ve been a trusted partner for businesses seeking streamlined operations. My expertise lies in the intricate dance of manufacturing and distribution, where I’ve orchestrated solutions that drive efficiency and growth. 🚀 Professional Journey: Microsoft Dynamics Advocate: Since the late '90s, I’ve been in the trenches, unraveling complexities and optimizing processes for organizations.Digital Transformation Enthusiast: My passion lies in guiding businesses toward a future where technology empowers them. Whether it’s automating workflows or embracing cloud solutions, count me in!🔑 Skills at a Glance: Microsoft Dynamics: From configuration to customization, I’ve navigated the Dynamics landscape.Process Optimization: I thrive on untangling operational knots and making systems hum.Distribution Excellence: Supply chains, logistics, and inventory management—my playground.Connect with Greg - Greg Williams | LinkedIn

Within Dynamics 365 Sales, Customer Service, Customer Insights Journeys, Field Service, Power Platform and Finance, users can utilize Copilot within their flow of work in each of the respective solutions. A seller can use Copilot to summarize an opportunity with D365 Sales. A customer service agent can ask Copilot a technical question about troubleshooting a product and Copilot will answer it because it is connected to an existing knowledge base. But what if the user is using Outlook or Teams? Well thanks to the Copilot integration with M365, users can access Copilot that's connected to their CRM within Outlook or Teams to update records, access business-critical information, and more. Copilot meets the end users wherever they are to ensure it can empower them right from their flow of work. Episode TopicsHow can users take advantage of D365 Copilot and M365 Copilot together?What will the cost be, and will users need a M365 copilot license in lieu of the D365 Copilot license?What new advancements does D365 have coming that you can share? Useful ResourcesMicrosoft Copilot for Microsoft 365 | Microsoft 365Introducing Microsoft 365 Copilot | Microsoft 365 BlogMicrosoft Copilot for Microsoft 365 overview | Microsoft Learn About Chris StedmanHere's how Chris describes himself - "I am a Sales fanatic. With over 3 decades of experience in sales, sales operations, sales coaching, and sales strategy, I live for sales engagements and conversations! I am extremely passionate about the art of sales and the science of sales operations. Currently, as the Director of GTM strategy and motions for Business Applications at Microsoft, I focus on seller excellence, customer experience, and sales programs and automation. I reside in the great state of Minnesota, with my wife and two children. When I'm not selling or coaching, I enjoy MN Vikings football, Arsenal soccer, poker, golf, and hanging out at the lake. Please connect with me on LinkedIn!" Connect with Chris - Chris Stedman | LinkedIn

Technology innovation involves harnessing knowledge, expertise, and resources to develop innovative solutions that solve problems, improve efficiency, drive progress, and deliver value. Technology innovation can have various impacts, such as improving the quality of life, fostering economic growth and competitiveness, enhancing efficiency and productivity, addressing societal challenges, fueling scientific and technological advancement, and empowering and engaging users. This week, we have the opportunity to discuss how an enterprise organization thinks about and executes on innovation at ServiceNow with their Deputy Chief Innovation Officer, Kevin Barnard. Episode TopicsWhat does a Chief Innovation Officer do? How does ServiceNow drive innovation, and what role does Microsoft have in supporting it?How can ServiceNow and Microsoft partner to drive innovation in the customer relationship management space? About Kevin Barnard Kevin is the Deputy Chief Innovation Officer of ServiceNow.In his role, Kevin drives thought leadership and innovation, communicates ServiceNow’s vision and strategy, helps customers and partners see the art of the possible, and shares how ServiceNow can help the world work better for everyone. Kevin prides himself on being a technology innovator and digital transformation catalyst.  Prior to joining ServiceNow in 2017, Kevin spent 14 years in various technology leadership roles at General Electric Company. He started his professional life as a journalist before taking his interview and design skills to the IT world right around the time of Y2K. He has worked in startups, e-commerce and other web-based organizations. Kevin enjoys coaching and mentoring developing leaders. He is also a 200-hr. certified yoga instructor. Connect with Kevin - Kevin Barnard | LinkedIn

The gaming industry is a $200+ billion industry, with tremendous opportunity to grow. Being such a massive industry means plenty of customers. As such, it is hugely important for the customer experience to be optimized from the purchase, support and playing of a game. This week, we have a D365 and Gaming industry expert discussing how gaming companies are using D365 and realizing its value. Episode TopicsWhat are some top digital transformation trends happening in the Gaming industry?How are gaming companies using D365 today?Can you please share a customer success story around a Gaming company using D365?Useful ResourcesBusiness Applications | Microsoft Dynamics 365Microsoft Power Virtual Agents, now part of Microsoft Copilot Studio | Microsoft Power Virtual AgentsAbout Justin RaphaelJustin is a sales leader in the mighty West-Midwest OU in the Business Applications STU focused on West coast (+Colorado, Nevada, etc). He's been at Microsoft for 11 years, starting in support (TAM, Support Seller, Support Sales Manager) for 6 years. He lives in Tacoma, WA and currently lives, breathes, and eats all things BizApps (in addition to having a vibrant family, a passion for triathlon training, and hustling his kids to various after school activities).Connect with Justin - Justin Raphael | LinkedInWe'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 Discover and follow other Microsoft podcasts at microsoft.com/podcasts