D365 CX Summit 2023 – Brussels

Dynamics 365 CX Summit 2023

23-24th June  – Brussels, Belgium

Dynamics 365 Customer Experience Summit 2023

The Dynamics 365 Community will be reunited on 24th June in Brussels, Belgium for the Microsoft Customer Experience Summit providing the following deep dive tracks;

  1. Customer Services & Omni Channel
  2. Sales & Marketing Automation
  3. Customer Self Service, Chat Bots & A.I.
  4. Field Services & Project Operations
  5. Microsoft 365, MS Teams & Viva

D365 CX Summit

24th June

Free Tickets

D365 Marketing Bootcamp

23rd June

Register for Marketing Automation

1 Day Crash Course into D365 Marketing Automation  from Scratch delivered by Microsoft MVP’s

CX Round Table Talks / Ask The Experts D365 Clinic

23rd June

Free Tickets

Power Pages / Portals Bootcamp

23rd June

Register for Power Pages

1 Day Crash Course into Building Power Pages Portals for Customer Self Service from Scratch Training delivered by Microsoft MVP’s!

Virtual Agents / Chatbot Bootcamp

23rd June

Register for Virtual Agents

1 Day Crash Course into Building Power Virtual Agent Chatbots for Customer Self Service from Scratch!

Conference Tracks

Dynamics 365

Customer Service



Virtual Agents

Customer Insights

Field Service

Project Operations

Power Platform


Power Apps


Dynamics 365 CX Summit Agenda

Speaker Sessions Title Description
Lunaura Hassinger Microsoft Keynote Microsoft Customer Experience Summit Keynote
Andre Reys Customer Data and Customer Experience 4.0

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.

Antti Pajunen Project budget management in D365 Project Operations Lite This session will walk you through project budget management's core concept and the important details that must be set right on budget lines, matching priorities, and price lists for project budget management to deliver expected results. You will learn what project budget management is, and what different variables have to be considered in project budget management.
Antti Pajunen Building Project Operations PoCs with Power Automate This session will walk you through three PoC scenarios that leverage Power Automate, and it will leave you with knowledge of important considerations on what kinds of scenarios should only be conceptualized with Power Automate, and what should be done in code. You will learn what can and should be implemented in Power Automate vs. what should only be conceptualized as a PoC, and left for developers to build in code.
Arpit Shrivastava Learn how to design low code no code website using Microsoft Power Pages- Workshop

This full day hands-on workshop will be focused on covering basic to advanced topics of Power Pages (Portals) along with designing a Live impactful & secure business websites with a low-code platform - Microsoft Power Pages.

Daniel Laskewitz
Top Tips to manage your Power Platform environments

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.

Eddy Gil
Take Your Email Marketing the Next Level with D365 Marketing This session we will overview how to use and improve email marketing by leveraging:
- The Importance of Personas (Target Audience)
- Improve Repeatability & Speed with Content Blocks/Templates
- Divide and Conquer with Segments/Marketing Lists
- Understand You Audience Better with a Scoring Model
- Create Incredible Emails
- Create personal and details funnels with Customer Journeys
Guro Faller Dynamics 365 Marketing - From Outbound to Real-Time  

The Dynamics 365 Marketing solution is divided into two areas, Outbound and Real-Time Marketing. Understanding how to move into the Real-Time Marketing section is an important and necessary step to take. But are you ready?

Dynamics 365 Marketing is the only tool natively integrated with the whole Business Applications stack from Dynamics 365 Sales, Customer Insights, and MS Teams, providing you with tools and capabilities to orchestrate personalized journeys based on your customer's touch-points in physical and digital interactions. With Real-time Marketing, the native integrations to the rest of the D365 ecosystem are ready to be used from day 1!

This workshop will aim to prepare you for your transition from Outbound Marketing to Real-time Marketing by covering:
- Feature differences and gaps
- How to identify and mitigate potential challenges
- How to set up and configure Real-time Marketing
- How to migrate your marketing artifacts

Guro Faller Customer Experience through the Microsoft CX Platform

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.


Jeroen Paters
The benefits of a IT Service Management solution in Dynamics 365 Customer Service In this session our speaker will show how implementing a solid ITIL framework within Microsoft Dynamics 365 Customer Service brings to life the end goal of the best practice theory of the IT Service Management maturity model. Within a tailored IT Service Management app demonstration, the presenter will illustrate key stages of the model to match features such as Self Service (using the PowerApps Portal), Service Catalogue, Incidents, Requests, Problem and Change Management. This is a great way for users to understand where they are now, where they need to be and how Microsoft Dynamics 365 CE and PowerPlatform technology supports their journey.
Jörgen Schladot Data Modelling - Best Practices for Dynamics 365 CE and Dataverse In each Dataverse environment a default Datamodel exists already - also known as the Common Data Model which contains several tables, columns, and relationships. With each application like Sales, Customer Service, Marketing, etc. this existing data model will be enhanced by many components which offer a lot of options but also restrictions.
In this session we will have a close look at complex relationships, and considerations for customizations when working in dataverse.
Joris Poelmans Measuring customer experience with Microsoft Customer Voice In this session I will explain how you can leverage Microsoft Customer Voice to gather feedback and improve your customer experience by closing the loop. The session will provide practical implementation guidelines, talk about challenges and pitfalls based on the lessons learned from an implementation of Customer Voice integrated with Dynamics 365 Sales and Customer Service on a Pan-European level in the automotive industry with a large dealership network.
Katerina Chernevskaya Revolutionize your Chatbot Experience: Unleash the Power of Azure Open AI

Are you looking to take your chatbot to the next level and provide your customers with an enhanced experience? The Azure Open AI is the solution you've been looking for.

In this "from zero to hero" session, we will walk you through how Azure Open AI can be used to extend your chatbot knowledge and deliver a more personalized experience to your users. You will learn how to leverage the power of AI to understand user intent and tailor responses accordingly. We will also show how to integrate Azure Open AI with your existing chatbot and provide best practices for deployment and management.

Katerina Chernevskaya Using Power Apps Cards to speed up Dynamics 365 Sales usage

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.


Katerina Chernevskaya Boost your sales team productivity with Viva Advanced Insights and Azure Machine Learning

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.


Lucas Diaz Microsoft Dynamics 365 field service implementation pitfalls

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.

Mats Necker Supercharge D365 Marketing with custom channels

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 

Narayan Solanki Power Platform & Dynamics 365 Licensing Options

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.

Narayan Solanki Let's talk about Microsoft Industry Clouds

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.

Narayan Solanki Microsoft Dynamics 365 Marketing Crash Course

In this full-day session, you will learn about the following topics and gain tips on preparing for the "MB-220: Microsoft Dynamics 365 Marketing Functional Consultant" certification exam.

- Configure marketing applications
- Manage segments and lists
- Create and manage marketing forms and pages
- Manage leads, contacts, and accounts
- Create and manage marketing email messages
- Manage customer journeys
- Manage events and webinars
- Configure Dynamics 365 Customer Voice


Neil Parkhurst Microsoft's contact center in a box explained! Microsoft have made massive advancements in the technology which supports their Digital Contact Center Platform. Bringing together Dynamics 365 Customer Service, Omnichannel for Customer Service, Azure Communication Services, Power Virtual Agents, and more. In this demo you will see how this "contact center in a box" approach provides a seamless platform for conact center agents. This is an essential presentation for anyone interested in Omnichannel chat, voice channel, contact centers or customer service. So a "must see" demo for most!
Melinda Farkas Exflow AP Invoice Automation inside D365 In our presentation, we will briefly introduce ExFlow by SignUp Software's built-in, feature-rich AP Invoice Automation solution, which was developed specifically for Microsoft Dynamics365. We demonstrate how easily ExFlow can increase the efficiency, transparency and control of our customers' AP invoice process, reducing costs while delivering significant process savings. Our session will introduce Power BI analytics capabilities and dashboards that Exflow offers out-of-the-box. We culminate our presentation with showcases of customer experiences.
Peter Ruiter Building Smarter Bots with ChatGPT and Power Virtual Agents: Maximizing Efficiency and Control

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.

Sebastian Sieber Find the perfect match - How to leverage Resource staffing capabilities in Dynamics 365 ProjOps So, your big customer wants to start their high priority, massive complex Power Platform / Dynamics 365 Project spontaneously tomorrow and you're in charge to find the highest skilled and available colleagues in your organization?
But what are all the options on Platform and Dynamics 365, especially using Project Operations - we will dig deep into the differences and spotlight the best ways to extend the existing capabilities
Sebastian Sieber Migrate to Microsoft D365 Project Operations - A complete Guide and Walkthrough You or your customers want to migrate to Microsoft Dynamics 365 Project Operations?
We got you covered. Learn everything you need to know in our session about the migration.
We will cover all the different scenarios and options, provide you a step by step guide to validate your data upfront and more.
All spiced up with a Q&A and live demo - you receive the ultimate playbook for the Microsoft Dynamics 365 Project Operations migration
Vivian Voss GDPR compliant with Dynamics 365 Marketing, Power Platform and M365 We will walk through the possibilities there are, how to configure them and even why they are needed. The second half of the workshop, I will show you ways of taking your GDPR management a step further, with adding the capabilities of Power Automate and M365.
Vivian Voss Automate your Marketing flows using Dynamics 365 Marketing, MS Teams and Power Pages Vivian will show you how you can automate your campaigns by using various Microsoft tools that companies already are using or should be to bring all your data to the same platform. Combining Dynamics 365 Marketing together with MS Teams and Power Pages makes it possible for your Marketing department to be in control of the whole process while also having our data in one place.
Ambesh Singh Power Virtual Agents In A Day

With organizations increasingly investing in conversational bots to serve customers and employees, they look to Microsoft Power Virtual Agents to align to the future of bot building and empower all makers to create intelligent conversational bots.

The Power Virtual Agents in a Day (PVAIAD) events are one-day workshops where you will learn how to create, integrate, extend, deploy and monitor conversational bots.

We are excited to invite customers and partners to join the Power Virtual Agents in a Day (PVAIAD) events and get hands-on with the technology!

Ambesh Singh How to deliver customer self-service with Power Platform

No matter if you are a business expert or IT developer, you will learn to Enhance customer experience by Integrating PVA bots with Customer Self service Portals!!

We will see in the live demo how to integrate PVA with Customer Self service portals which enhances the customer experience and organization productivity.

In this session, we will see lesson learning and best practices to consider while designing and implementing PVA chatbots, what's new, and what is in roadmaps along with Live demo.

Anders Eide Navigating the capabilities in Microsoft Entra

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

Anders Eide How to build a complex Product Pricing Solution in D365 Sales with Plugins

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.

Microsoft Dynamics 365 CX Summit Venue

The Microsoft Business Applications CX Summit is the largest Dynamics 365 focused community conference and bootcamp forcused on Customer Experience Solutions with Microsoft Business Applications taking place on 23rd-24th June 2023 at Microsoft KPMG Belux, Passport Building. 1K, Luchthavenlaan, Zaventem, Flanders, 1930 Belgium

Nearest Airport: The venue is conveniently located next door to Brussels Airport

Nearest Hotels to Conference Venue:

  • Sheraton Brussels Airport Hotel
  • Novotel Brussels Airport
  • Crowne Plaza Brussels Airport
  • Van Der Valk Brussels Airport hotel

Dr. Ludwig Reinhard

Finance Track Lead


André Arnaud de Calavon

Supply Chain Track Lead

Supply Chain Management

Lone Gru



Power Community Conferences at a Glance

Power Community is a global leader in delivering Microsoft technology conferences & bootcamp’s providing invaluable learning and accelerated transformation with the leading world class industry experts in Microsoft Dynamics 365 ERP, CX, Power Platform, Azure & Microsoft 365. Organised by the community for the community since 2015!