This video from a Microsoft Dynamics 365 features Jeff Comstock and Bryan Belmont discussing the challenges of providing excellent customer service and how Microsoft addressed these issues through transformation. They highlight the importance of customer service for loyalty and market share growth, while acknowledging common difficulties like agent proficiency and tool complexities.
The core of their message revolves around their multi-year journey to unify Microsoft’s extensive support operations onto a single platform built on Dynamics 365 Customer Service, significantly improving metrics like self-service usage and customer satisfaction. Looking forward, they emphasize the transformative power of Generative AI, particularly with Copilot features, which are being integrated to enhance agent productivity, personalize customer interactions, and create a more dynamic support experience.
