Release wave 2: Transforming customer experiences with generative AI and Microsoft Dynamics 365

The innovation continues. Generative AI has opened the door to a new world of what’s possible.

In business applications, we’re using generative AI to break down silos and bridge gaps between data, insights, and people so sellers, marketers, and customer experience (CX) professionals can deliver exceptional experiences across the entire customer journey, seamlessly.

With our 2023 release wave 2, we’re taking these capabilities to new heights across our Microsoft Dynamics 365 Sales, Microsoft Sales Copilot, and Microsoft Dynamics 365 Customer Insights applications.

As unveiled at yesterday’s Business Applications Launch Event, I’m thrilled to share highlights of what’s to come, including new ways that these applications—fueled by generative AI and Copilot—can help you use data and insights that used to be hidden, unlock capabilities previously out of reach, and reach new levels of productivity and collaboration more easily than ever before. With a focus on delivering value to each line of business employee, our solutions are proven to maximize business outcomes across your organization.

Many of these capabilities are available today; all of them will be generally available or in preview before April 2024. Let’s check it out.

Use data and insights that used to be hidden

To deeply understand your customers, it all starts with data. But if your data is incomplete or you can’t get to it or take action on it, how valuable is that data and the insights that come out of it?

The new AI-driven capabilities releasing in this wave are set to revolutionize your customer experiences. With Copilot’s assistance, marketers, data analysts, and CX professionals can rapidly unlock data for enhanced decision-making, obtain valuable customer demographic and behavioral insights, and streamline both journey orchestration and content creation processes to fuel customer experiences.

Copilot in Dynamics 365 Customer Insights will help you to harmonize disparate data sources into one complete 360-degree view of each customer; it will automatically assess incoming data and offer suggestions to improve the quality, resulting in a more complete view and better insights into each customer.

For sellers to maximize the number of qualified leads or deals closed, it’s important that they spend their time with leads and contacts with the highest likelihood of conversion. Obtaining this clarity involves looking across a growing number of customer touchpoint signals that sellers often don’t have access to (such as website visits or store visits), nor have time to analyze. That’s where the combined power of Dynamics 365 Customer Insights and Dynamics 365 Sales comes in. As sellers are working their leads, Copilot in Dynamics 365 Sales automatically summarizes the lead details, status, and recent activity details, including profile summaries from Customer Insights – Data. Combining sales data with important intent signals helps sellers get a full picture of their customer so they can tailor every engagement, right in their flow of work.

Unlock capabilities previously out of reach

Another one of the many beautiful things about Copilot is that it can unlock capabilities that were previously out of reach, and it applies to various roles across your organization.

For instance, thanks to dialog with data—a Copilot capability in Dynamics 365 Customer Insights—marketers and CX professionals can get insights and define the right target audience just by asking a simple question instead of relying on data experts to do the work for them.

Creating customer journeys has also been completely transformed with Copilot. Marketers can now use everyday language to describe the customer journey they want to create, and Copilot instantly designs that journey for them, offering suggestions on segments, trigger-based actions, communication timing, branching options, and much, much more. What’s even better is that the suggested journey is now editable. So if the marketer needs to make a last-minute change to the journey’s scope, they can do so by simply asking Copilot to make the update.

When it comes to creating marketing content, bottlenecks can often arise: organizations may not have the right creative resources, enough time, or funding to produce effective content. So unfortunately, many promising campaigns never see the light of day. However, now, with the assistance of Copilot, marketers and CX professionals can easily produce highly appealing content with none of those roadblocks. Copilot capabilities like content ideas and content rewrite help these professionals write or refresh emails, forms, and more. And to make sure that collateral is on brand, they can use style assist which automatically applies colors, fonts, and styles based on a web URL and brand profiles to ensure a cohesive brand identity.

And to make it even easier to both understand your customers through data and act on insights from that data, we’ve combined Dynamics 365 Marketing and Dynamics 365 Customer Insights into a single offering, with the name “Dynamics 365 Customer Insights.” 

Reach new levels of productivity and collaboration

With customer expectations on the rise and customer loyalty at stake, sellers and marketers need to be more on top of their game than ever, so infusing Copilot into the tools they already use—whether it’s Dynamics 365, Microsoft Teams, or Outlook—our solutions empower them to transform their day-to-day operations and supercharge their productivity.

Sales Copilot capabilities in Outlook deliver insights and opportunity summaries so sellers no longer have to work across multiple applications to get a comprehensive view of an opportunity or to prepare for a meeting. These summaries are accessible in various places, including collaborative deal rooms, ensuring collective visibility.

To ensure that collaboration flows smoothly across sales teams, Sales Copilot in Teams provides AI-powered planner tasks, like simplifying task assignments, setting due dates, and keeping everyone in the loop. And once it’s time for the presentation, the team is equipped with real-time tips and suggestions within the Teams meeting so they can take charge of the discussions.

And with Copilot in Dynamics 365 Sales, sellers no longer have to sift through tabs and sections, they have access to what they need at their fingertips, like AI-generated account summaries, and the ability to quickly follow up on emails using recommended actions.

Our goal is to equip sellers with the right information at the right time, in real time, so they can make every moment count when interfacing with a customer; and we’re making it all available within their flow of work.

Learn more about 2023 release wave 2 capabilities

The capabilities coming in this release wave are ushering in a new era of AI-powered efficiency and innovation, enabling you to use data and insights that used to be hidden, unlock capabilities previously out of reach, and reach new levels of productivity and collaboration.

To see how all of this comes to life, watch the CX overview segment of the Business Applications Launch Event.

The future of AI-driven success is here, and Copilot is leading the way. Stay tuned for more exciting updates, and be ready to implement these transformative capabilities in your organization.

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