In this conversation, Steve Kerr from the Microsoft Showcase team discusses the evolution of customer support at Microsoft, focusing on the transition to Dynamics and the integration of AI tools like Copilot. He highlights the challenges and successes of unifying support systems, improving knowledge management, and enhancing customer interactions through innovative technology. The discussion also touches on future developments in customer support and offers advice for organizations looking to implement AI solutions effectively.

Steve Kerr is a Senior Technical Support Engineering Manager at Microsoft. Steve is known for his energetic personality and passion for technology. Steve has a background in customer service and support, having worked on various projects and initiatives at Microsoft. Steve's ambition is to become the first Steve Kerr that shows up in Bing search results.

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In this episode, we connect with Beau Schwieso and delve into the transformative impact of AI on Microsoft's Finance & Operations solution. We discuss how AI enhances operational efficiency, automates tasks with pre-built agents, and offers custom solutions for unique business needs. The conversation also covers the revolution in accounting processes, the importance of data integrity, and the preparation required for successful AI adoption. With insights into the future of AI in business operations, this episode is a must-listen for anyone interested in technology-driven business transformation.

Beau Schwieso is the Chief Operating Officer at Caf2 Code, where he plays a pivotal role in driving the company's strategic vision and operational excellence. He brings over 14 years of experience in implementing ERP solutions, specializing in both process and discrete manufacturing, finance, and advanced system configurations. He is the creator of the popular DynamicsDad blog, where he simplifies complex ERP concepts into relatable, actionable insights. Beau has a talent for making advanced topics like warehousing, Azure integrations, and production scheduling accessible, helping businesses maximize their D365 investments. He serves on the board of advisors for the Dynamics User Group and contributes to programming committees for major events like Summit NA and DynamicsCon. Additionally, he co-leads the Dallas D365 user group. Outside of his professional life, Beau enjoys writing late into the night, crafting witty dad jokes, and cherishing moments with his family.

For more insights from Beau, check out his blog: DynamicsDad | Dynamics 365 Finance & Operations

Caf2Code is a dynamic company committed to empowering businesses through innovative ERP solutions. By prioritizing customer needs and blending their system expertise with the customer's industry knowledge, Caf2Code helps organizations optimize their operations and achieve their goals.

Renowned for its proficiency as a premier ERP, CE, and Power Platform implementer, Caf2Code equips clients with the tools necessary to maximize their D365 investments. Through a combination of technical skill and a deep understanding of business requirements, Caf2Code distinguishes itself as a leader in the ERP solutions space.

To learn more about Caf2Code - The Partner You Can Trust - visit their website: Home - Caf2Code LLC

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In this episode, Julie Strauss, Vice President of Project Sophia at Microsoft, introduces us to Project Sophia, a groundbreaking AI-powered business research canvas. Julie explains how Sophia allows users to engage with their data in a conversational manner, generating visualizations and suggesting next steps. The discussion delves into the various applications of Sophia, the importance of data quality, and how the tool personalizes user experiences. Julie also shares insights on the surprises and learnings from the project, emphasizing the need for good data and the potential for Sophia to evolve based on user interactions.

Julie Strauss is the Vice President of Project Sophia, a groundbreaking generative AI product at Microsoft. With over 20 years of experience in creating customer-centric experiences, Julie has a proven track record of leading various product missions across Microsoft. Her current project represents a new generation of AI-first application patterns, designed to revolutionize complex business decision-making through innovative approaches to discovering, visualizing, and interacting with business data across organizational boundaries.

Project Sophia is an AI-first business application designed to assist users with complex, cross-functional tasks by providing a new way to discover, visualize, and interact with business data. It features an AI-powered research canvas and large language model-powered blueprints, enabling users to create exploratory journeys and understand business data through AI-generated charts and insights. Project Sophia offers quick insights and recommends next steps, allowing users to start with a question and explore different options iteratively until achieving the best possible outcome. Currently available in the EU and US regions, Project Sophia is in preview and aims to revolutionize business decision-making.

To try Project Sophia while its still in preview visit: https://projectsophia.microsoft.com/

To provide your feedback on your experience with Project Sophia visit: https://adoption.microsoft.com/en-us/project-sophia/

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In this episode, hosts Kayla Rohde and Bill Whalen are joined by Trey Johnson, Data Analytics Solution Specialist, and Daryl Moll, Data Engineering Director at Velosio, to delve into the intricacies of preparing data for AI adoption. The discussion covers best practices for ensuring data quality, security, and effective planning, while sharing success stories from various business sectors. The guests also explore the future potential of AI in enhancing business processes and decision-making, addressing challenges such as data integration and governance. Tune in to gain valuable insights from experts who are at the forefront of data and analytics solutions.

Trey Johnson is a published author, speaker, and consultant with over 30 years of experience in business intelligence, data management, and analytics. As a Data Analytics Solution Specialist at Velosio, Trey leads the practical application of Microsoft Fabric and Power Platform, collaborating with internal teams and clients to deliver innovative solutions that drive data-driven insights and optimize business outcomes. His expertise spans operational leadership, team building, and leveraging Microsoft technologies to help organizations achieve their goals.

Daryl Moll is a seasoned technology leader with over 25 years of experience in IT, cloud architecture, and data solutions. As the Data Engineering Director at Velosio, Daryl specializes in generative AI, Microsoft SQL, Dynamics ERP and CRM, Power Platform, and Microsoft 365. With a deep understanding of public and private cloud technologies, virtualization, and Microsoft’s server platforms, Daryl drives innovative solutions that optimize business operations and deliver exceptional results for clients.

Velosio is a leading cloud applications services partner, specializing in helping companies modernize applications, simplify operations, and leverage data for better decision-making. With over 30 years of experience, Velosio offers a comprehensive range of solutions, including ERP, CRM, data analytics, AI, and automation. Their team of 450 business professionals and industry experts is dedicated to empowering clients to achieve their most ambitious goals through innovative technology and proven methodologies

Learn more about Velosio on their website: https://www.velosio.com/

Unlock the power of data-driven insights and elevate your business's profitability and growth by downloading Velosio's expert guide, Leading with Purpose found here: https://www.velosio.com/go/data-driven-insights-for-business-leaders/?utm_medium=syndication&utm_source=digestible-dynamics-podcast

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In this conversation, Prasoon Sinha discusses the integration of Microsoft AI technologies in traffic engineering, emphasizing the importance of communication and the social impact of their projects. He highlights how AI and digital tools enhance project delivery, improve safety, and ultimately contribute to better quality of life for communities. The discussion also explores the future of AI in traffic engineering, focusing on augmenting human capabilities and leveraging global knowledge.

Prasoon Sinha is the Global Director of Digital Solutions at Arcadis, with over 24 years of experience at the intersection of transportation and technology. He is a pioneer in leveraging AI, automation, and advanced data science to reimagine the delivery and operations of transportation systems. Prasoon has worked extensively with state DOTs and local agencies to assist with their digital transformation. His expertise in merging transportation engineering with cutting-edge technology drives impactful solutions that enhance safety, efficiency, and system performance.

Arcadis is the world’s leading company delivering intelligence-driven sustainable design, engineering, and consultancy solutions for natural and built assets. With a mission to improve quality of life, Arcadis addresses today’s most pressing challenges, including climate change, urbanization, and digital transformation. The company operates in over 30 countries, employing more than 36,000 professionals such as architects, data analysts, designers, engineers, project planners, and sustainability experts. Founded in 1888, Arcadis has over 135 years of experience in delivering integrated and holistic solutions across the full project lifecycle.

To learn more about Arcadis, visit their website: https://www.arcadis.com/

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As we shift into 2025, we're going to be diving deep into the world of AI and its impact on the Business Applications space. On today's episode, we'll be joined by Robbie Morrison, the visionary CEO of Velosio. Robbie is a renowned technology leader and expert system architect, celebrated for his innovative solutions that drive efficiency and growth. With a profound expertise in Microsoft Dynamics 365, cloud technologies, and infrastructure, Robbie is adept at navigating complex business environments and addressing critical challenges. His strategic implementation of scalable solutions has consistently transformed business operations.

• What are some of the common business challenges you see organizations trying to solve with Dynamics & AI?
• The end customer can be considered a major driving factor when it comes to organizations taking on a business transformation process. What are some of the ways you've seen adoption D365 impact the end customer experience, and how do you see AI tying into that impact?
• How can organizations ensure a smooth transition and adoption of D365 and its AI capabilities?
• How do you see the role of AI evolving in business operations over the next few years?

Microsoft Dynamics 365 Implementation and Support | Velosio

https://www.velosio.com/go/tech-trends-executive-roundtable/

Robbie Morrison is a visionary technology leader and expert system architect known for developing innovative solutions that enhance efficiency and growth. As CEO of Velosio, his deep expertise in Microsoft Dynamics 365, cloud technologies, and infrastructure uniquely positions him to navigate complex business environments. Robbie excels at addressing critical challenges, particularly for mid-market companies, by implementing scalable solutions that transform business operations.

Prior to leading Velosio, Robbie founded and steered multiple pioneering technology enterprises, including the inaugural Internet Service Provider in Northwest Georgia. His forward-thinking leadership and strategic foresight have consistently propelled transformative advancements and robust growth.

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In today’s fast-paced digital landscape, organizations are leveraging AI to fundamentally transform customer service operations. This shift is not just about adopting new technologies; it’s about enhancing how businesses interact with their customers. By utilizing AI-driven solutions, companies can streamline processes, provide personalized experiences, and proactively anticipate customer needs, paving the way for more efficient and responsive service.

On Today's episode, we’ll be joined by Jon Rastia, Argano’s Senior Director of Strategy, to delve into the concept of “Service Anywhere.” This innovative approach emphasizes the implementation of comprehensive AI-driven solutions designed to enhance customer service departments. We’ll explore current trends in customer service transformation, identify common pitfalls to avoid during these changes, and discuss the substantial business value that these AI-driven initiatives can bring.

Episode Topics:

• Who is Argano?
• What is Service Anywhere?
• What are 3 Key trends you're customers are requesting?
• What are some common pitfalls to avoid when considering a Contact Center/Customer Service transformation?
• What's the business value customers are achieving with deploying Microsoft Dynamics CS/FS?
• What's the #1 takeaway you'd like to share with the audience regarding AI in the Contact Center?

Useful Resources:

• https://argano.com/
• https://www.microsoft.com/en-us/dynamics-365/topics/customer-service/customer-service-software?msockid=218959fa313a647b28994cc230d465e6

About our Guest:

Jon Rastia brings 25+ years of designing and implementing CX solutions, coupled with a record of outstanding leadership and success resulting in reduced costs, increased efficiencies, and improved ROI. Jon brings a deep knowledge of successfully applying modern technology in several industries; his experience includes the retail, manufacturing, insurance, and financial services.

As a former Chief Information Officer, he has provided technology vision and leadership developing and implementing large-scale, complex enterprise information systems supporting distributed and centralized business operations. His efforts leading teams have achieved more effective and cost-beneficial enterprise-wide business solutions.

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No KJ, here's Kayla, and D365 Customer Service changes... oh my! We're back with a new season, new co-host, but with the same, great, digestible tidbits for Dynamics 365. This episode, we formally welcome Kayla as our new co-host, wish KJ goodbye and good luck. Kayla also shares what the big updates are for D365 CS for the Wave 2 Release.

• Welcome Kayla!
• What's new with CS

• Blog release - 2024 release wave 2 plans for Microsoft Dynamics 365 and Microsoft Power Platform
• Product documentation 2024 Wave 2 Release
• Microsoft Release Planner for Customer Service

Welcome to Digestible Dynamics! I'm Kayla Rohde, a Microsoft Business Applications Technical Specialist with a decade of experience in supporting business applications. Born and raised in the Midwest, I've lived in Nebraska, Iowa, and now call Minnesota home.

With an educational background in Business Systems Analysis, my passion lies in helping organizations understand and overcome their business challenges using innovative Microsoft solutions. The endless possibilities for solving business problems with technology is what excites me the most about my work.

When I'm not diving into the world of business technology, I'm a proud dog mom to two wonderful dogs, Diesel and Xena. I also love indulging in hobbies like reading, writing, painting, and learning new things—from ancient history to playing the guitar. I cherish spending time with family and friends and enjoy traveling. I'm thrilled to share insights and stories with you on this podcast. Let's explore the dynamic world of business applications together!

Connect with Kayla - Kayla Rohde | LinkedIn

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Microsoft has introduced Dynamics 365 Contact Center, a Copilot-first cloud contact center solution aimed at revolutionizing customer service. This innovative platform integrates generative AI to provide seamless customer engagement across multiple channels, including voice, SMS, chat, email, and social media. It offers advanced features like context-aware, personalized conversations, real-time sentiment analysis, and intelligent routing to ensure customers receive timely and accurate assistance. The solution also supports effortless self-service, allowing customers to resolve their issues independently through natural, human-like interactions.

The impact of adopting a digital contact center is profound for businesses. For instance, companies can experience a 31% increase in first call resolution and a 20% reduction in missed routes, leading to enhanced customer satisfaction and loyalty². Additionally, the platform's real-time reporting capabilities enable service leaders to optimize operations and reduce costs, further driving efficiency and effectiveness in customer service delivery.

***Editor's note: - To clarify Sree's point about Copilot Studio, Copilot Studio entitlements are included in D365 Contact Center, but not D365 Customer Service. If you purchase licenses for D365 Customer Service it does NOT come with Copilot Studio entitlements. That would require an additional purchase of Copilot Studio licenses.

Episode Topics:

• What is D365 Contact Center?
• Which type of customer would be a good fit for D365 Contact Center?
• How does D365 Contact Center differ from our other CS offerings?
• How can customers learn more and get started?

Useful Resources:

• Announcing Dynamics 365 Contact Center - a Copilot-first cloud contact center to transform service experiences - The Official Microsoft Blog
• Dynamics 365 Contact Center | Microsoft Dynamics 365
• Introducing Microsoft Dynamics 365 Contact Center

About Sree Yeggina

Sree Yeggina has over 15 years of experience in the technology space as an engineer, functional consultant, and sales enablement leader. Currently, Sree is the Global Director of Sales Readiness for Business Applications Customer Experience and Service categories where she passionately enables the world about achieving world class CX through end-to-end seamless customer engagement

Connect with Sree - Sree Yeggina | Linkedin

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Out of the box, Dynamics 365 can help organizations of various sizes across different industries solve business problems with technology. Whether that's improving seller efficiency and pipeline accuracy, or boosting CSAT by solving your customer service problems more quickly, or it's ensuring your field agents are better equipped to complete their work orders with a true customer 360 view, Dynamics 365 can help.

Another powerful aspect of the platform is its ability to integrate with Partner solutions that help augment dynamics 365 processes and workflows. For example, you can integrate Docusign with your existing D365 ecosystem to ensure more intelligent and automated document management

In this episode, we interview Suresh Jeevanani, senior director of Strategic Partnerships at Docusign to highlight the value of the D365 and Docusign integration and how organizations can use it today.

• What do you do at Docusign do?
• What is the value of a Docusign and D365 integration?
• What does the Docusign integration feature within Copilot for Sales entail?
• How can a customer get started?

• Dynamics 365 Integrations | Docusign
• DocuSign for Dynamics (microsoft.com)
• Sign up for Copilot for Sales Extensibility Preview (microsoft.com)

Suresh Jeevanani is Senior Director, Strategic Partnerships at Docusign. He has over 2 decades of experience in the high-tech industry. He is passionate about bringing power to technology & technology ecosystems to help customers transform their businesses. He lives in San Francisco Bay Area with his wife and daughter. In his spare time, Suresh likes to play tennis and go road-biking.

Connect with Suresh - Suresh Jeevanani | LinkedIn

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