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The EX Squared Solutions Blog

9 Things You Need to Know About Dynamics 365 Social Insights

July 31, 2017 | Posted by Doug Sylvester

Engaging customers, providing customized experiences and developing brand advocates are all important in the marketing world. For sales, the primary goals are converting qualified leads, forging strong relationships and retaining hard-won accounts. Customer service wants to anticipate what customers will need or want, be proactive rather than reactive and avoid customer experience failures. Although it might seem that marketing, sales and customer service need a variety of tools to accomplish their goals, each department can benefit from using social media to connect with customers. This task can be made easier by using the social insights module available in Dynamics 365.

In recent years, Microsoft has spent a great deal of time and money to apply machine learning and artificial intelligence to the Dynamics 365 modules. "Insights" could well be the next catchword that Microsoft uses to market Dynamics. There are customer insights, relationship insights and organization insights, but the merging of Dynamics 365 with Microsoft Social Engagement to offer social insights may be one of the most important tools available for marketing, sales and customer service. Your customers are discussing you on Twitter, online forums, blogs and Facebook. Your prospects are discussing their needs and goals on their blogs, LinkedIn, Facebook, Twitter and other platforms. Knowing what is being said and by whom can help your company in many ways, and social insights can help you obtain that information. Here are nine things you need to know about social insights.

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Topics: customer engagement, Dynamics 365

Microsoft Is Using Artificial Intelligence and Cortana to Enhance Dynamics 365 CRM

July 18, 2017 | Posted by Doug Sylvester

When properly analyzed and leveraged, big data enhances customer engagement through targeted, personalized and contextual marketing. The data also provides significant business intelligence that can help organizations achieve a variety of goals, including understanding their public image, increasing production efficiency or enhancing customer service. The primary problem with big data has always been the difficulty in correlating the information collected to obtain actionable insights. There is simply too much data for human analysts to find worthwhile information without the proper tools. Microsoft contends that humans need not be replaced in the process of extracting meaningful intelligence from big data, but they should be empowered to maximize the benefits that the data can provide. Adding support for Cortana and artificial intelligence to Dynamics 365 CRM is one way that Microsoft is attempting to give humans better tools for finding and using insights hidden in big data.

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Topics: customer engagement, Dynamics 365, Sales Intelligence

How Messaging Is Poised to Disrupt Marketing Strategies for Customer Engagement

July 11, 2017 | Posted by Lisa Carolan

As every marketer knows, customer engagement strategies can help build strong relationships and loyal customers. Unfortunately, providing engaging experiences for your customers is more of an art than a science. There are many different approaches that you can take, none of which are foolproof. Furthermore, it is quite likely that if you find the perfect strategy for your company, innovative technologies will leave at least parts of your strategy obsolete. The increased use of messaging apps is expected to be the next game-changer for marketers who want to enhance their engagement efforts. Messaging apps and chatbots are already being used by numerous companies for "conversational commerce." Three of the best-known are Facebook Messenger, Amazon Echo and Siri for AppleTV. Users can order flowers, request a Uber ride and conduct many other secure transactions from within Facebook Messenger. Amazon Echo can browse the user's purchase history, place orders, control home devices or handle a multitude of other tasks. Siri's integration with AppleTV allows users to search for and purchase specific movies, check the current weather or perform other search and buying activities.

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Topics: customer engagement, Customer Experience

Big Data: Your Key to True Customer Engagement

June 9, 2017 | Posted by Lisa Carolan

In recent years, marketers have discovered the benefits of providing compelling experiences to engage customers. To accomplish their goals, an increasing number of marketing professionals are embracing big data to help them improve customer satisfaction and increase market shares through superior customer engagement strategies. The proliferation of big data has enabled marketers to gain insights into why customers behave as they do — whether the behavior is positive or negative.

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Topics: customer engagement, Customer Experience

Give a Boost to Your Sales with MS Dynamics 365

May 24, 2017 | Posted by Doug Sylvester

Your sales team is the lifeblood of your company. Sales personnel are the ones who have the most opportunities to interact directly with customers, build solid relationships and present the right image of your mission and values. Given their importance, it only makes sense to ensure that they have the tools needed to convert leads into sales and customers into brand advocates. Microsoft Dynamics 365 for Sales can help your team be more productive and achieve the company's goals.

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Topics: customer engagement, Dynamics 365, Sales Productivity, Sales Mobility

2017: Battle of the Bots

May 16, 2017 | Posted by Lisa Carolan

If there is one thing that you can count on in the tech world, it is that everything will change. A year or two ago, it was all about the apps. While it is true that apps are still important for engaging customers, increasing employee productivity and marketing your brand, bots appear to be poised to become a true game-changer. 

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Topics: customer engagement, Customer Experience

How to Bring Customer-Centric Theory to Life

April 20, 2017 | Posted by Lisa Carolan

In most businesses, the sales and marketing teams share the credit when profits increase and the blame when profits decrease. In the day to day we’re busy with awesome digital strategies, operations, and getting our message out there so we stay on the good side. Oftentimes though, the view of the customer becomes lost, something that can quickly break your business.

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Topics: customer engagement, Customer Experience

The Role of Artificial Intelligence in Delivering Personalized Experiences

February 27, 2017 | Posted by Lisa Carolan

The concept of retail personalization has been around for several years. A decade ago, Netflix and Amazon led the industry when it came to personalized experiences for their visitors. Netflix made recommendations based on the visitor's past history or stated preferences — a practice that continues today but was unexpected when it first launched. Amazon was especially adept at using visitors' previous purchases or navigation paths to show items of potential interest to each specific visitor. Other early attempts at personalization included greeting returning visitors by name, enabling site-specific preferences or using different versions of a site for specific audiences.

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Topics: customer engagement, Digital Transformation

Engaging Your Millennial Customers The Right Way

February 2, 2017 | Posted by Lisa Carolan

Millennials, also known as Generation Y or Echo Boomers, have been a hot topic in recent years. Why?

  • Millennials will comprise 75 percent of the world's workforce by 2030.
  • Millennials comprise 26 percent of the American population and account for approximately $600 billion in spending nationally and an estimated $1.3 trillion globally.
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Topics: customer engagement, Digital Marketing

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