Service Evolved – Episode 10: What’s new in Microsoft Dynamics 365 Customer Service and Field Service

Contact center and field service teams are challenged to retain and engage employees and meet customer expectations. But the latest updates from Microsoft Dynamics 365 CE can help.

With an early view of what’s coming from Microsoft Dynamics, Service Evolved podcast co-hosts Dan Cefaratti, Tricia Sinclair and Alexander Meijers share what they’re most excited about, including:

  • Productivity enhancements
  • XR updates to enable better collaboration and object anchoring
  • Enabling frontline workers with access to critical information, even offline
  • Improved customer service workspace and service scheduling board

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field service digital transformation 

Daniel Cefaratti
North America Field Service Lead, Avanade

Dan has 20 years of experience in the CRM, ERP, and Field Service industry. He leverages his expertise to help customers succeed in deploying Field Service solutions by driving best practices and business strategy. He has helped customers transform their business from being perceived as a cost center, to more of a profit center by creating a proactive, predictable process that streamlines the Field Service digital thread. Dan has a strong passion for Field Service and has helped this space innovate with mobility, predictive analytics, mixed reality, and route optimisation, which drive increases in customer satisfaction, service revenue, while at the same time driving out operating expenses in the Field Services industry.


Alexander Meijers 

Alexander Meijers
Global XR Technology Lead, Avanade

Alexander Meijers is a professional who inspires, motivates and support others and help them to innovate. His goal is to help organisations achieve more by creating, improving and working smarter. This with the aim of shortening business processes and improving the environment for employees. As Avanade’s Global XR Tech lead and Microsoft Windows MVP for Mixed Reality, he understands business issues and translate them into logical solutions using technology. Additionally, he supports companies in applying emerging experiences during their journey in digital transition. He works with technologies such as Virtual, Augmented and Mixed Reality in combination with cloud services like the Mixed Reality services and Azure Digital Twins from the Microsoft Azure platform, Office 365 and Dynamics 365.

Tricia Sinclair Bio

Tricia Sinclair
Europe Customer Service Solutions Lead, Avanade

Tricia Sinclair is the Dynamics 365 Customer Service European lead at Avanade and a two-time Microsoft Business Applications MVP. She is an experienced Dynamics 365 architect who specialises in D365 Customer Service, Microsoft Power Platform, D365 Field Service and D365 Sales. Tricia loves to share her knowledge by blogging and speaking at events. Tricia is passionate about how technology can impact people and like to engage with people to help them adapt to future ways of working.

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Service Evolved – Episode 9: Improve Customer Service Effectiveness D365 CE

Our service experts share what they’re most excited about in the latest Microsoft Dynamics release.

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