Diederik PostmaTechnology Solution Professional

diederik.postma@microsoft.comTwitter handle: #dpostma1971

Digital TransformationBlessing or Curse?

First

Second

Third

Fourth– The digital Revolution

Blurring the Physical and The digital divide. Transforming our

personal – and business life at high speed .

5

It used to be that companies could thrive with a one-size-fits-all, inside out approach to customers.

6

Technology changed that, shifting the

power to customers by giving individuals

a voice. 72% of all internet users are now active on social media.47% of Americans say Facebook is their #1 influencer of

purchases.Twitter has 4.215 million monthly active users.

7

Between company beliefs and customer experience - a gap exists.

Technology can help you close this gap.Studies show there is a 72% delivery gap—between how companies judge themselves on delivering a superior value proposition (80% success) to their customers and how their customers judge them (8%) .

Bain Customer-Led Growth diagnostic questionnaire

Today, people share more than ever with those that they trust. Not only do they want to be delighted, they want an effortless experience.

Each interaction is an opportunity to delight, building trust and gaining knowledge86% of customers are willing to pay more for a better customer experience.

9Microsoft Confidential

From knowledge you can develop insights that enable you to deliver experiences adapted to each customer “We are shifting from a world in which we “know” because we sampled a little and extrapolated a lot – to a world in which we know.”

Juan EnriquezFuturist

Personalize every interaction – right place, right time, right message, right offer.Some 74% of adult smartphone owners get directions or other information based on their current location. This works out to 45% of all adults.

Pew Internet Research

Identify opportunities to proactively engage your customers and prospects.

Find the hidden patterns that enable you to predict possible behavior and refine your approach.According to Interbrand, in the Age of You, the promise of big data is to enable brands to provide more of what consumers need (even before they know they need it) and, ideally, nothing that they don't.

Close the gaps to find success

Insightful engagement helps you deliver amazing customer experiences

Care everywhere

Sell effectively

Care everywher

e

Social for

everyone

Sell effective

ly

Social foreveryone

Market

smarter

Market smarter

CRM ERPMicrosoftDynamics 365

SalesCustomer

Service

OperationsField Service

Marketing

Project ServiceAutomation

Your business can do more and achieve more with Microsoft Dynamics 365

MicrosoftDynamics

365

SalesCustomer

Service

OperationsField Service

Marketing

Common application platform: PowerApps, Microsoft Flow, Common Data Model

Microsoft AppSource

Microsoft Dynamics 365Intelligent business applications in the cloud

Azure IoT Suite

Power BI

Cortana Intelligence Suite

Project ServiceAutomation

Customer Case

Customer experience as competitive differentiator

• Britain’s First New Bank in Over 150 years• 4 years, 40 Stores, 2,100 Employees and

630,000 Customers• Traditional Banking, Modern Technology• Open 7 Days, Early & Late• 15 Minute Account Opening, Instant Debit

Cards• <$100k spend on Marketing

Metro ethos• Customers want a better banking

experience – retail and commercial

• Value is more important than price

• Service is more important than rate

• Create fans not customers

Training & CultureSurprise & Delight Stories

‘’Praise’’ & ‘’Like’’

CEO Sponsored

Social CollaborationSELF SERVICE

Social Engagement Protect ‘’Metro’’ brand

Track valuable fans, competitors

Early warning on sentimentsIntegrate into CRM dashboards, cases

Digital EngagementSELF SERVICE

Service - Call CentreDrive Loyalty - No IVR – RelationshipsEmpower Agents - Single Desktop Convenience & Choice

< Customer Effort

Digital EngagementSELF SERVICE

Self Service – Precision AnswersMini Portal - Hub for ProceduresPreference Search – Builds Top 5

“How To’s” - Complex > StepsExpand to customers 2016 £0.05p

Digital EngagementSELF SERVICE

Surface Intelligence to Colleagues

Business Value Assessment – Service

“We determine whether something will be a blessing or a curse by the way we choose to see it”

Kate Nowak

Digital transformation is not simply about technology – It’s a business strategy that requires business leaders to re-envision existing business models.

© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Diederik Postma

Email: diederik.postma@microsoft.com

Twitter handle: #dpostma1971