Level Up your Service

with AI

Manoj Purohit,
Managing Director,
Dynamics - Asia
 Customer experience matters for shareholder value
KEY OBSERVATIONS
• Companies with highest customer satisfaction not only had
better earnings but also higher price-to-earning ratios and
returned DOUBLE the shareholder value in 10 yrs
• Most leaders across Financial Services industry have
already invested heavily in CX so but they also
acknowledge that progress is slow. One key reason
could be that hat CX outcomes are not explicitly linked
to business benefit and financial targets
• Several Customers invested in CRM but never leveraged
Source: S&P Capital IQ; BCG Value Science Center, ASCI Benchmark 2019 most of the capabilities and adoption wasn’t high.
• Customers do not switch banks because one provides an
“okay” experience while another is amazing. They switch
banks because they are fed up with their current bank.
Conversely, highly satisfied customers are not necessarily
the biggest driver of value for customer experience efforts.
• Only 7 percent of customers who ranked their satisfaction
with their primary bank a 10 out of 10 said they would buy
new products there. However, 45 percent of customers
who gave their overall experience a 4 out of 10 said they
would close some or all of their accounts and look for an
alternative provider.
Source: McKinsey & Company
Generative AI productivity impact by business functions
KEY OBSERVATIONS

• Generative AI will create, the bulk of potential value in

high tech comes from its ability to increase the speed
and efficiency of software development and hence
driving the highest productivity improvements in future.

• From Industry perspective High Tech, Banking, Pharma,

Education , Telco have the highest potential impact to
drive high productivity across key business functions.

• From business functions perspective the highest

productivity impact will be in:
• Marketing & Sales : productivity impact of $760 -
$1,200Bil
• Customer operations (service) : productivity
impact of $340-470 Bil

• Generative AI could contribute roughly $310 billion in

additional value for the retail industry (including auto
dealerships) by boosting performance in functions such
as marketing and customer interactions.
Source: McKinsey & Company
A connected experience to deliver a seamless customer
journey through lens of each business function
Interacts with Connects Receives ongoing
marketing campaign with seller support

Customer

Marketing Sales Service

360-degree view Marketing Sales Service

of the customer at
every touch point • Deliver more contextual
• Improve marketing • Increase win rate
efficacy and ROI and faster support
• Higher deal sizes
• Higher quality leads • Drive 1st time resolution
• Faster time to close
• Better pipeline health • Increase CSAT
• Improve seller
• Increase cross sell and productivity • Reduce churn
upsell opportunity

Personalized customer experience at every stage

Customer Journey in Service

Service

Uses automated Receives support Gets onsite service

self-service options from agents from technicians

Customer
Marketing Sales
Self Customer Field
360-degree view Service Service Service
of the customer at
every touch point
• Anytime automated fast • Engage in customer’s choice of • Proactive service with IoT and
response to questions channel (omnichannel) AI-driven automation
• Quick and easy low-code • Improved agent productivity • Optimized resource scheduling
deployment options with holistic UX, AI-assist tools and work order management
• Conversational AI for human- • Modern case management and • Technicians empowered with
like interactions collaboration mobile app and remote assist
The AI shift in service is impacting everyone

Customer Agent Supervisor Service Leader

“I want to access support on “Outdated and manual agent “I don’t have the right visibility “I need digital tools and
my terms, through my tools and service systems and analytics to proactively platforms that do more with
preferred channel and get reduce my productivity.” improve my service my reduced budget.”
answers quickly and efficiently.” operations.”

87% 85%
want digital tools to be more
61% 84%
of leadership believes AI is the
of brands say customers of supervisors report a growth
increasingly expect relevant, agile, to automate daily tasks key to achieving their call
in call volume and complexity3
personalized information based and make information more centers’ growth objectives4
on their decision journey1 accessible2

1. Deloitte. Want to pull ahead of the pack? Ramp up data-driven capabilities. March 2022
2. 2023 Microsoft Business Trends Survey​. According to 4,500 business decision makers (BDMs) in the United States, the United Kingdom, and Japan ​Customer care in 2022 and beyond, McKinsey, 2022
3. Microsoft Business Trend Index 2022, August 2022
4. 2022 Trends: Discover the Future of Call Centers. December 2021.
 Copilot in
Dynamics 365
Customer Service

Microsoft Confidential
See how you can achieve more with Dynamics 365
Customer Service

Customer Agent Supervisor Service Leader

53% higher customer 97% of site visitors’ 3,850 hours saved weekly 30% decrease in operating
advocacy questions resolved with automation cost across the entire CRM
solution
48% expect to see higher 80% decrease in case 50% time savings due to
CSAT with call outcomes by backlog2 improved agent productivity3
improving agents access to
internal collaboration tools1 73% decrease in average
agent handling time3

15% improvement in first

call resolution3

1 Boost Your CX with a Better Integrated Contact Center, CRM, and Collaboration Systems, a commissioned study by Forrester Consulting, April 2021
2 The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service, a commissioned study by Forrester Consulting, August 2020, result achieved by interviewed government agency
3 The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service, a commissioned study by Forrester Consulting, August 2020
Global success transforming customer service

Trusted by Trusted by Trusted by

95% of more 9 of the

the top 20 than half top 10
financial institutions of the top retailers telcos worldwide
Why Microsoft

1 16 500k+ 97%
Common data model Analyst reports where Microsoft business Fortune 500 companies
across all business Microsoft is positioned application customers use Business
applications as a Leader Applications

Leader

AI with large language Collaboration and Low-code platform which

model, ML, Azure Cognitive productivity, infused in is embedded in
Services business processes Dynamics 365