How to future-proof your customer experience

  • Posted on June 6, 2019
  • Estimated reading time 3 minutes

Customer experiences are the primary currency of marketing success in hypercompetitive industries. And, these days, there isn’t an industry in the world that doesn’t fit that description. In order to deliver – on a future-proof basis - the frictionless interactions that customers expect, companies must implement end-to-end technology that ensures excellence across the entire customer journey. That’s a huge endeavor requiring the support of external expert firms.

For the second year in a row, the Forrester Wave assessment of such expert firms has validated Avanade’s approach to helping clients deliver optimal future-ready, end-to-end customer experiences, now. Of all the Microsoft Dynamics 365 service providers that were evaluated in their recent report, Forrester selected Avanade as a market leader. What have we been doing over the past 12 months to deserve such continued recognition for our digital sales and service work?

If you’re attending the Microsoft Business Applications Summit on June 10 – 11, 2019 in Atlanta, GA you can see firsthand how busy we’ve been helping organizations to drive continuous innovation, data and intelligence across business processes, and how we optimize operations with AI and intelligent automation. Visit the Avanade booth #Gold 6 and see how we’re helping companies become future ready, now. Whether or not you will be there in-person, here’s a summary of how we earned Forrester’s top spot again this year.

We’ve been implementing Microsoft Dynamics 365 for Customer Service for clients so they can harness its built-in intelligence for faster, more personalized service that adds value to every interaction. And, we’ve been putting AI to work in customer care, delivering automated AI-driven “intelligent conversations” with customers to increase satisfaction and reduce costs. If you make to the Atlanta event in June, join Paolo Aiello for his session:

  • Loyalty: How Microsoft and Adobe A.I. Collaborate to Enhance Customer Experience Tuesday, June 11th 1:00 – 1:20 pm in Theater #1


We’ve been accelerating our clients beyond sales force automation by implementing Dynamics 365 for Sales, so they better understand customer needs, engage more effectively and win more deals. Avanade has been leading migrations and transitions from expensive and ineffective legacy CRM systems to state-of-the-art Dynamics 365 using our new Intelligent Migration Engine to execute large-scale and extremely complex implementations at speed.

Over the past year we developed a solution featuring Microsoft Dynamics 365, Azure Machine Learning and Adobe Campaigns to bridge gaps in physical and digital processes to deliver contextual experiences across channels.

And, we’ve been helping clients realize all the benefits of Dynamics 365 for Field Service including its built-in intelligence, IoT automation and AI – all of which help customers resolve service issues before they occur, reduce operational costs and deliver positive onsite experiences. For example, Halliburton is utilizing data from multiple sensors on oil field pump equipment to minimize non-productive time and using machine learning to predict transmission failure with 80% accuracy.

Forrester Wave also called out Avanade’s ability to bring strength to its clients through the firm’s unique alliances. As a joint venture of Accenture and Microsoft, we are naturally equipped with the industry-specific business process expertise of Accenture and the deep Dynamics 365 product knowledge of Microsoft. For our Digital Sales & Service clients, Avanade brings added customer experience and marketing solution expertise through our partnerships with Adobe and Sitecore. And, our support of MIT’s Center for Information Systems Research gives us access to unique insights about Future Ready Customer Experiences that we share with our clients.

Forrester was especially complementary of the investment we’ve been making in facilities that foster creative problem solving for our Digital Sales & Service customers. The Forrester Wave report stated, “Avanade has heavily invested in its network of global digital and innovation studios to create IP, support customers locally and to co-create solutions with their clients. In our assessment Avanade also had one of the best structured models for providing long term support for Dynamics 365 deployments.”

Just as our clients must constantly improve their customer experiences, so must Avanade. Our success is rooted in our commitment to helping our customers future-proof their customer experiences – even as we so for ourselves. Extending our leadership position in Forrester Wave Dynamics 365 report for a third year is a challenge we are actively pursuing. We hope to see you in Atlanta this June for the Microsoft Business Applications Summit. If not, let’s set up a time to talk about how your organization can become Future Ready. Now.

Download your free copy of the Forrester Wave Report: Microsoft Dynamics 365 Services.

Avanade Insights Newsletter

Stay up to date with our latest news.

Contact Avanade

Next steps

Talk to us about how we can bring the power of digital innovation to your business.

Share this page