In this remarkable era of AI, we stand on the cusp of a significant transformation. Companies are turning to generative AI to address long-standing challenges in customer connection, loyalty, and seller productivity. The journey towards becoming a digital-first business is not just about connecting with customers but also leveraging AI advancements.
To win and retain customers, businesses need a unified understanding of their customers and the ability to orchestrate experiences across sales, marketing, and service. Delivering exceptional experiences requires breaking down data silos between applications and departments, ensuring that sellers, marketers, and service agents have the right information at the right time.
Imagine if your sellers could effortlessly collaborate with stakeholders and access the precise information needed to make persuasive sales pitches tailored to each customer’s needs. Imagine if your marketing team could create perfect end-to-end campaigns in minutes, aligning input across departments and targeting the ideal audiences. Imagine if every customer interaction felt personalized and built upon the last.
With generative AI and Microsoft Dynamics 365 customer experience solutions, these scenarios are now a reality. The innovative capabilities in Microsoft Copilot for Sales, Dynamics 365 Sales, and Dynamics 365 Customer Insights will help you elevate the seller experience through AI-driven process transformation, optimize the buying journey with data, and personalize every customer interaction.
Elevate the Seller Experience through AI-Driven Process Transformation
A recent study revealed that sales professionals spend up to 70% of their time on administrative tasks, reducing the quality of their customer interactions. Copilot for Sales and Dynamics 365 Sales offer AI-enriched experiences to support sellers throughout the sales process, transforming them into trusted advisors who can predict and meet customer needs.
Copilot for Sales acts as an invaluable assistant, driving productivity and improving sales efficiency. It integrates role-based sales capabilities with Microsoft Copilot for Microsoft 365, delivering a unified seller experience within the Microsoft 365 suite. Sellers can use chat to find answers to top sales questions, view the sales pipeline, and receive relevant sales context through natural language and prompt-based actions.
Here are some of the newest features within Copilot for Sales:
Enhanced Email Summaries and Replies: Minimize app switching with responses that are aware of customer context, emphasizing sales insights like buying intent and suggesting updates to sales stages, budgets, or close dates.
Meeting Preparation Reports: Create reports that provide the information needed to engage customers confidently, shareable with team members for a unified understanding of the customer and account.
AI-Generated Tips in Teams Meetings: Receive immediate tips, suggestions, and advice during meetings to help sellers focus on dialogue and respond quickly to challenges.
Post-Meeting Follow-Up: Quickly generate follow-up tasks and notifications from Teams intelligent recap screens, ensuring no follow-up is missed.
Effortless Record Creation: Create and update records like leads and opportunities directly within Microsoft 365, using pre-filled suggestions in the Copilot side panel.
Dynamics 365 Sales remains a market-leading CRM solution, streamlining sales processes, cultivating customer relationships, and expediting deal closures. The latest release brings generative AI into the CRM surface area, helping sellers transform their interactions and support customer conversations. Key features include:
Immersive Full-Screen Copilot View: Access all key information in one place, including pipeline, suggested actions, deals in progress, and real-time insights on key accounts.
Intelligent Lead Management: Use qualification criteria and signals to focus on leads with a higher chance of closing quickly, with improved lead distribution and notification alerts.
Optimize the Buying Journey with the Power of Data
Generative AI democratizes specialized roles, allowing customer experience (CX) professionals to leverage data, insights, and workflows from their CRM system. It autonomously assists customers and sellers in their daily experiences to:
Elevate Customer Experiences in Real Time: With Dynamics 365 Customer Insights, ensure customer profiles and insights are updated in real time, providing targeted and personalized experiences that foster loyalty and drive higher conversion rates.
AI-Generated Account Summaries: Quickly access comprehensive overviews of each account, enabling sellers to prioritize work and engage customers more effectively.
AI-Suggested Past Successful Deals: Use collective intelligence from past deals to identify and pursue similar opportunities effectively. This AI-powered feature streamlines the decision-making process, significantly increasing the chances of closing deals swiftly. By leveraging personal success stories and industry-specific data, sellers can make informed decisions that boost sales effectiveness. The strategic use of AI suggestions not only enhances efficiency but also greatly improves the likelihood of winning deals, thereby elevating overall sales performance.
Personalize Every Customer Interaction
Marketers and CX professionals are now empowered to move beyond automated spam, creating cohesive, cross-channel conversational experiences that drive loyalty and retention. The innovative capabilities in Dynamics 365 Customer Insights, available in this release, enable CX professionals to:
Launch Campaigns in Minutes with Copilot in Customer Insights Journeys: Instead of breaking down fragmented tasks, teams can tell Copilot the desired outcome. Within minutes, they receive a new project board with curated ideas for every campaign component, such as segments, content, and journeys, all ready for review. This is powered by unified data from all customer data sources, brand guidelines, past campaigns, and creative briefs.
Generate Unique On-Brand Creative Assets Quickly: No more searching through media libraries or using stock images. With the new Typeface integration, Copilot generates on-brand images personalized for each audience. Variations can be created for personalization without any special photo editing skills.
Personalize Omnichannel Experiences with No Code Using Optimizely: Dynamics 365 Customer Insights and Optimizely now offer omnichannel personalization and experimentation capabilities. Marketers and citizen developers can personalize every customer touchpoint without coding or prior expertise. By combining insights and segments from Customer Insights with Optimizely audiences, you can create tailored experiences based on browsing activity, loyalty, past engagement, and other real-time signals. Continue the conversation or re-target visitors by delivering consistent experiences through customer journeys, based on the Optimizely treatment cohort.
With generative AI and Copilot, we are revolutionizing workflows for sellers and CX professionals. From sending personalized content at every stage of the marketing campaign to improving sales lead quality and enhancing seller productivity, Copilot helps close deals faster. There has never been a more exciting and productive time to be a seller or marketer. We can’t wait for you to experience it.
Learn More About 2024 Release Wave 1 Capabilities
The future of customer experience is here, driven by cutting-edge AI technology that empowers businesses to better connect with their customers, drive sales, and improve overall satisfaction for both customers and employees. This release wave is truly transformative for customer-facing roles, so get your organization set up today.
To see these capabilities in action, watch the CX overview segment of the Business Applications Launch Event and explore the 2024 release wave 1 plans to learn more about these game-changing features.
