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Service Evolved – Episode 9: Improve customer service team effectiveness with Dynamics 365 CE

To renew and grow for the future, service teams must rethink how they can better understand customers and provide a more personalised, valuable experience with every engagement. Microsoft Dynamics 365 CE is helping them do just that with unified customer insights in a more efficient, collaborative and cost-effective way.

With their sneak peek of what’s coming in the latest Microsoft Dynamics release, Service Evolved podcast co-hosts Dan Cefaratti, Tricia Sinclair and Alexander Meiijers share what they’re most excited about:

  • Dynamics integrations with Omnichannel voice, and Teams Collaboration
  • Security enhancements that provide the right information to the right service employees
  • Efficiencies and compliance gained with real-time customer sentiment analysis
  • Mixed reality object anchoring to improve object recognition in 3D space
  • Improved folder system to better organise your mixed reality library of 3D objects
  • Self-scheduling and “where’s my tech?” style notifications to improve customer experience

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Hosts

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 practises and business strategy. He has helped customers transform their business from being perceived as a cost centre, to more of a profit centre 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.

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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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