Customer experience (often abbreviated as CX) refers to the overall impression or feeling that a customer has about their interactions with a company or brand. It encompasses all the touchpoints a customer has with a business, from browsing products or services online to purchasing, receiving support, and post-sale interactions.
By leveraging technology in these and other ways, companies can create a more seamless and satisfying customer experience. How can the Microsoft Customer Experience Platform support your organization through Self-service, Personalization, omnichannel, automation, and Data analysis?

Join to learn the key value of Microsoft's Customer Experience (CX) Platform. CXP is a suite of tools and services designed to help businesses improve their customer experience by leveraging data and analytics. The CX Platform includes several components, including Dynamics 365 Customer Insights, Dynamics 365 Customer Service, Dynamics 365 Sales, and Dynamics 365 Marketing.
In addition to these tools, the CX Platform also includes Azure Synapse Analytics, a cloud-based data analytics service, and Power Platform, a suite of low-code development tools.

In this session I will demonstrate how combining these tools and services, Microsoft's CX Platform aims to help businesses deliver a more seamless and personalized customer experience.

To run real life business processes from MS Dynamics you often need to generate individualized and attractive Office or PDF documents like Offers, Contracts or Reports automatically. In this session, you will get an overview of the technical options you have when it comes to document automation with MS Dynamics 365 for Sales, CRM, Dynamics 365 for Operations and Finance, AX and NAV. Learn about the pros and cons as well as best practices. Get a live demo how to get the job done in minutes. Design templates in MS Office and integrate data not only from MS Dynamics but also from any other data source like SharePoint or SAP and import dynamic tables, pictures and charts, bar codes and even other documents. Prepare to be amazed

With the growing need to manage data and its silos and at the same time maintain assertive communication with their customers, the Marketing and Customer Service teams are faced with a major challenge in managing data and achieving this assertiveness in communicating with their customers.

To respond to this topic, I would like to present a session addressing the adoption of Dynamics Customer Insights as a data manager connected with Dynamics 365 Marketing for marketing and connected to Dynamics 365 Customer Service and Omnichannel in customer relations.

Dynamics 365 Marketing offers great out-of-the-box capabilities to create individual customer journeys alongside side automatic interactions with them 

But did you know that it also offers powerful extensibility capabilities? One of them will be highlighted in this session: Custom Channels. With custom channels, you can extend your customer journeys in a very flexible and supported way to reach customer on what ever channel they are 

In this session, we will do a live demo of creating a custom channel and highlight what to be aware of 

We’re entering the era of next-generation AI that is driving new levels of productivity and efficiency, unleashing new innovations in the customer service space. AI is profoundly changing how customers engage with businesses and how agents provide exceptional service to them. This session would be focused on demonstrating - How Power Platform along with next generation AI revolutionizes customer service and enables agents to deliver fast and relevant resolutions to customer problems.

Implementing Microsoft Dynamics 365 Field Service can be a complex process, and there are several pitfalls that organizations may encounter. Let's take a journey together and create a strategy for successful implementations.

This session will explore the integration of Microsoft's Power Virtual Agents and OpenAI's ChatGPT to create intelligent and efficient chatbots.

You will learn how to leverage the advanced language capabilities of ChatGPT within the enterprise-focused framework of Power Virtual Agents to create custom-made bots that can understand natural language and respond to user queries with accurate information.

Sales techniques and communication channels between sellers and customers are rapidly evolving with the impact of the pandemic, new digital marketing tools, and the rise of digital-native generations. In these circumstances, it is a challenge to provide high-quality training of your salespeople in effective and modern methods of work, especially with proven effectiveness based on data.

Imagine being able to get detailed information about the working patterns of your most successful salespeople and, based on this real data, build a training program, work standards, evaluation methods, and other parameters for your sales team.

To do this, in this session, I will explain how to:
- Get anonymized data on the working styles of your sales team.
- Enrich this data with information on the success of their work from the CRM system.
- Analyze the data using Azure Machine Learning to determine the most critical factors that influence sales success.

By attending this session, you will gain insights into data-driven sales training methods and learn how to apply them to your team. You will leave with practical knowledge and skills that can help you improve your team's performance and drive business growth.

In this session we will dive into how to configure your environment and getting started with developing C# plugins for model driven applications in Power Platform. To use an example that is easy to relate to, we will configure a custom price plugin for Dynamics 365 Sales.

For many simple and repetitive operations, the full interface of Dynamics 365 Sales may be redundant and slow down work. Additionally, Viva Sales and Dynamics 365 App for Outlook applications do not provide sufficient flexibility in customization and ensuring the required level of UI/UX.

The new type of mini-apps Power Apps Cards can become an excellent tool for your sales team for customizing and streamlining common tasks in the sales process. These mini-apps can be created by either by professional developers, Citizen Developers, or the sales department.

In this session, we will explore a real-world example of creating such a mini-application from zero to hero, as well as governance and access rights aspects for working in a corporate environment.

Through this session, participants will gain the skills to develop a simple application for data input into Microsoft Dynamics 365 Sales directly from the Microsoft Teams channel or chat. The session will be valuable for sales teams looking to improve productivity by reducing the complexity of Dynamics 365 Sales and creating custom solutions for common tasks.

Microsoft Entra has a huge set of capabilities, and many of the tools have similar and matching features. Service like Azure AD have been there for years, while Entitlement Management and Lifecycle management is quite new for most of us. In this session we'll dive into these capabilities, and try to understand them all, how to use them in Power Platform scenarios

This session will include a bunch of tips that you can use to your advantage when defining your own environment strategy or when you already have one and are looking for potential improvements.

You'll walk away from this session with a clear understanding on how to define your environment strategy and how you can manage it.

In this session i will provide an introduction to the Power Platform & Dynamics licensing.

This topic is necessary to reduce the monthly or annual expenditure of any small or larger businesses.

This topic for those who are implementing Dynamics 365 first party apps or Power Platform within their businesses.

The Microsoft Industry Clouds have tailored solutions built for your industry that combine Microsoft Azure, Microsoft 365, Microsoft Dynamics 365, and Microsoft Power Platform. This session will explain how Power Platform and Dynamics 365 CE are key in Microsoft Industry Clouds.