KJ and I could talk all day about the benefits of D365. We could provide you with world-class demos of the technology that paint a picture of how your business users are empowered with the right tools to help them perform their jobs more effectively and with more accuracy. We could have a discussion with leadership on the impact of the D365 platform and how it can help implement business strategy and assist with achieving the goals they've set out for their organization. 

We could present on this till the sun goes down, but what's even more powerful is a real-world customer highlighting the value they're getting from using D365. In this episode, we interview Duncan Glover, VP of Marketing & Sales and Digital Technology at ServiceNow, as he shares the impact the D365 platform has on the company. 

Episode Topics: 

• What internal and external factors led ServiceNow to invest in D365? 
• How is ServiceNow using Dynamics 365? 
• What measurable impact has D365 had on ServiceNow? 

Useful Resources 

• Who is ServiceNow 
• D365 for the SDP Industry 
• D365 Industry Documentation 

As VP of Marketing & Sales, Digital Technology, at ServiceNow, Duncan leads the team that delivers and supports implementation of CRM, CPQ, data analytics, compensation, and other marketing & sales technologies to propel ServiceNow’s GTM organizations to a best-in-class status. 

Connect with Duncan Glover here – Duncan Glover | LinkedIn 

Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you. Send your hosts an email at [email protected] 

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In a recent study done among manufacturing leaders, 88% of them listed "Operational Resilience" as a key emphasis for the near future. 65% of the leaders stated that "Improving Operational Efficiency" was a key priority as well. When it comes to these two concerns, digital transformation is a vital part of ensuring that each department and all end users are empowered with the right tools and data to perform their duties most effectively and most accurately. In this episode, we interview Howard Hohnadel with MCA Connect to highlight the digital transformation challenges and successes manufacturing companies face today and how D365 can help. 

Episode Topics: 

• What are the top digital transformation obstacles customers face in the Manufacturing Industry? 
• How are customers using D365 in the Manufacturing Industry? 
• Where are customers finding the most success with D365 within the Manufacturing Industry? 
• Please share a customer success story from the Manufacturing Industry. 

Useful resources: 

• Dynamics 365 for Manufacturing 
• Dynamics 365 for Supply Chain Management 
• MCA Connect Website 

As MCA Connect’s VP of Solution Development and 20+ years of management consulting experience, Howard helps companies simplify the complex by rethinking supply chain strategies and processes. He collaborates closely with clients’ supply chain operations teams, solution partners, and MCA Connect’s product development team to drive innovation and value through strategic ERP/CRM implementations. Over the course of his career, Howard has worked with a diverse range of companies, including self-funded startups and major international enterprises like Toyota, Dell, Panasonic, Wells Fargo, and St. Jude Medical. 

MCA Connect is an experienced, award-winning partner that helps manufacturers uncover possibilities and overcome challenges through strategy, implementation, intelligence, and support services. With more than 20 years of deep manufacturing expertise, they’ve guided manufacturers through some of the most complex scenarios in the most tumultuous times. As the Global Partner of the Year finalist this year for Dynamics 365 Supply Chain Management, we’re excited to have them on the podcast today to talk manufacturing and supply chain! 

Connect with Howard Hohnadel here – Howard Hohnadel | LinkedIn 

We'd love to hear from you: 

Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you. Send your hosts an email at [email protected] 

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If you Bing the word “infrastructure” you get the following definition: “the basic physical and organizational structures and facilities (e.g., buildings, roads, power supplies) needed for the operation of a society or enterprise.” In today’s episode, we’re going to focus on the Critical Infrastructures that allow our society to function – roads, power grids, water facilities, etc. For this specialty, we’re going to be speaking with our D365 and Critical Infrastructures (CI) expert, Ben Hammel, as he walks us through the digital transformation obstacles CI customers face and how D365 empowers them to overcome issues of security, inefficiency, and access to data while using AI for a better future in CI. 

Ben Hammel is the Director of Strategy and Business Development for US Critical Infrastructure (CI) and Digital Identity at Microsoft. Ben works directly with customers and field sellers to build and strengthen the CI market across all Microsoft cloud platforms and solutions. He also works closely with Microsoft’s ISV and Global System Integrators to expand Microsoft’s footprint in the Critical Infrastructure space.  Prior to joining Microsoft, Ben ran a large system modernization business unit in the Transportation industry. An Enterprise Architect by trade, Ben has over 25 years of experience serving in various Business and Technology leadership roles across the public sector, transportation, and digital identity industries.   

Episode Topics 

• What are the top digital transformation obstacles customers are facing in the Critical Infrastructures Industry? 
• How are customers using D365 in the Critical Infrastructures Industry? 
• Where are customers finding the most success with D365 within the Critical Infrastructures Industry? 
• Please share a customer success story from the Critical Infrastructures Industry. 

Useful Links:

• Government Critical Infrastructure | Microsoft Industry 
• The future of critical infrastructure is in the cloud - Microsoft Industry Blogs 
• Innovations in Transportation & Critical Infrastructure Ep.1: Connecting OT & IT - YouTube 

Connect with Ben Hammel here – Ben Hammel | LinkedIn 

Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you. Send your hosts an email at [email protected] 

Discover and follow other Microsoft podcasts at microsoft.com/podcasts 

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Take a look around your room right now. Unless you made something by hand, your room is filled with products that were manufactured. The manufacturing industry often gets overlooked as it is more of a back-end process for a company. Does it make less important than a customer-facing strategy like sales or marketing? Absolutely not. Manufacturers are necessary for companies to produce your favorite products at scale. In today's market, manufacturers face many challenges that can greatly impact their processes. Some of these challenges, like the pandemic or geopolitical disputes, are out of the manufacturers' hands. Other challenges, like digital transformation of processes, can be controlled by the manufacturer. Today, our D365 for Manufacturing expert, Joe Lee, breaks down the challenges he's seeing manufacturers have and how D365 empowers them with the technology to overcome said challenges. 

Episode Topics 

•        What are the top digital transformation obstacles customers are facing in the MFG Industry? 

•        How are customers using D365 in the MFG Industry? 

•        Where are customers finding the most success with D365 within the MFG Industry? 

•        Please share a customer success story from the MFG Industry. 

Joe Lee is the Technical Sales Director within the US Manufacturing practice helping global organizations envision a technology-enabled future full of growth and possibility. With more than 20 years of experience helping organizations leverage technology to achieve their strategic initiatives, Joe embraces how organizations can improve efficiency and ensure business continuity today, as well as establish a scalable foundation to support the future transformation and growth of their products and services.  He is passionate about his customer’s success and has worked across the manufacturing, retail, CPG, and financial services industries. 

Useful Topics 

• Manufacturing | Microsoft Dynamics 365 
• Supply Chain Management | Microsoft Dynamics 365 
• Manufacturing Insights: Using Data to Boost Supply Chain Resiliency (azureedge.net) 
• Manufacturing Customer Success Stories 

Connect with Joe Lee here - Joe Lee | LinkedIn

We'd love to hear from you: 

Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you.

Send your hosts an email at [email protected] 

Discover and follow other Microsoft podcasts at microsoft.com/podcasts 

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The retail and consumer goods customer (RCG) experience has gone digital. Customers today are buying products online without ever seeing or feeling the product. This applies to all products - clothes, electronics, supplements, and even cars. Even the customer service experience has a digital component to it. Customers expect to be able to obtain customer support through digital means, like text, chat, email, or through FAQs. To meet the customers in the digital space, companies are increasing their digital marketing initiatives. The entire CX journey for retail and consumer goods involves some sort of technology. Today's D365 expert, Richard Riddle, talks about what those RCG challenges look like and how the D365 platform can help. 

Episode Topics 

• What are the top digital transformation obstacles customers are facing in the RCG Industry? 
• How are customers using D365 in the RCG Industry? 
• Where are customers finding the most success with D365 within the RCG Industry?      
• Please share a customer success story from the RCG Industry. 

Richard has been working with Dynamics 365 since version 1.2, starting as a full-stack developer before expanding into implementation as a consultant and trainer. He has been at Microsoft as a Technical Specialist since 2014, helping the largest and most strategic customers transform with the help of Dynamics 365 and the Power Platform. When not engaging in Dynamics 365 activity, Richard spends his time with his wife and three kids, as well as the occasional mud run, triathlon, and snowboarding trip. 

Useful Resources: 

• Enable your retail future with Dynamics 365 
• Intelligent Retail 
• Microsoft Cloud for Retail 
• Overview of D365 Customer Service 

Connect with Richard Riddle here – Richard Riddle | LinkedIn 

We'd love to hear from you: 

Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you. Send your hosts an email at [email protected] 

Discover and follow other Microsoft podcasts at microsoft.com/podcasts 

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The Financial Services Industry is a multi-trillion industry that affects us all. To be specific, the global financial services industry was around $23 trillion in 2021. That's a lot of money. We're sure you're familiar with the old adage that "cash is king," and while that may be true, the FSI space is very much a digital world. Banking is done primarily online. 401(k)s and other financial planning is tracked online. Today's customer experience is very much a digital one. People want to be able to securely and instantly access their financial information from anywhere at any time. This digitization creates many challenges for companies within the industry, and our D365 expert, Peter Goth, discusses the challenges he's coming across and how D365 helps alleviate those obstacles. 

Episode Topics 

• What are the top digital transformation obstacles customers are facing in the FSI Industry? 
• How are customers using D365 in the FSI Industry? 
• Where are customers finding the most success with D365 within the FSI Industry? 
• Please share a customer success story from the FSI Industry. 

Peter has a passion for solving very complex business problems using transformational solutions. With a diverse background in business, technology, education, and public service, Peter brings a unique lens to the table. Peter strives to truly understand the impact and value that digital transformation will have on an organization. 

Useful Resources: 

• Dynamics 365 Finance Overview 
• Finance & Operations licensing 
• What’s new & planned for D365 F&O 
• Regulatory updates 

Connect with Peter Goth here – Peter Goth | LinkedIn 

We'd love to hear from you: 

Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you. Send your hosts an email at [email protected] 

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Today software runs the world. Almost every industry utilizes software to some degree to help improve efficiency and drive business and process insights. Even though a software company produces a solution to solve one or more problems for other companies, as a business, they may need software to help improve processes and gather insights into their operations. At Microsoft, we have Dynamics 365 experts, like our guest, Jim Moss, General Manager of Business Applications for the Software and Digital Platforms Industry, who help software companies grow and improve through the Dynamics 365 Platform. In this episode, Jim will walk us through the value of using D365 in the SDP industry. 

Episode Topics 

• What are the top digital transformation obstacles customers are facing in the SDP Industry? 
• How are customers using D365 in the SDP Industry? 
• Where are customers finding the most success with D365 within the SDP Industry? 
• Please share a customer success story from the SDP Industry. 

Useful Resources: 

• Microsoft Industry Solutions 
• Microsoft Industry Clouds 

Jim is the General Manager and leads Business Applications for the Software & Digital Platforms industry at Microsoft. During his 30 years of experience in business and technology, Jim has helped hundreds of companies adapt to the hybrid work environment, solve critical business problems and capitalize on the financial benefits using Business Applications. 

Connect with Jim Moss here – Jim Moss | LinkedIn 

We'd love to hear from you: 

Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you. Send your hosts an email at [email protected] 

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Going to the doctor's office or a hospital can be quite an emotionally-provoking experience. As patients, we oftentimes do not think about the back-end processes or the pre and post-appointment processes that contribute to the overall patient experience. Then there are the insurance companies and the complexities around their business. Lastly, we cannot forget the manufacturing companies that engineer and build the instruments and machines that are used to diagnose and heal us as patients. All of these different businesses, processes, and experience make up the Healthcare and Life Sciences industry within Microsoft, and today, we've brought on a D365 expert, Sarah Champ, with tons of HLS experience. 

Episode Topics: 

• What are the top digital transformation obstacles customers are facing in the HLS Industry?  
• How are customers using D365 in the HLS Industry? 
• Where are customers finding the most success with D365 within the HLS Industry? 
• Please share a customer success story from the HLS Industry. 

Useful Resources: 

• Microsoft Cloud for Healthcare 
• What’s New in Microsoft Cloud for Healthcare 
• Patient engagement 
• Security of Customer Data 

About Sarah Champ 

Sarah Champ has over 14 years of experience & impact within Microsoft Business Applications at Microsoft and in the partner channel. She joined Microsoft in 2012 and has held roles in engineering, technical sales, technical sales leadership, specialist sales and most recently as the leader of the strategic business applications team in health payor and provider. 

Connect with Sarah Champ here – Sarah Champ | LinkedIn 

We'd love to hear from you: 

Don't hesitate to reach out with any questions, comments, suggestions or feedback! We'd love to hear from you. Send your hosts an email at [email protected] 

Discover and follow other Microsoft podcasts at microsoft.com/podcasts

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How impactful is customer service to the overall customer experience? Every year, businesses lose about $75 billion in revenue due to poor customer service. Today, customers expect (some even demand) great customer service. This puts a tremendous amount of pressure on organizations to deliver an intelligent, efficient, and personalized customer service experience. One key channel of customer service is telephone. While customer service through text, chatbot, knowledge articles, and self-service continues to proliferate, customers still want to be able to speak to real agents to help resolve their issues. Today's guest, Sree Yeggina, breaks down what Microsoft Digital Contact Center is and how it empowers organizations to provide exceptional customer service. 

Episode Topics 

• What is Dynamics 365 Contact Center? 
• How does Contact Center fit into the overall Dynamics 365 Platform? 
• How are customers using Contact Center today? 
• Can you please provide your favorite use case for Contact Center? 
• In 60 seconds, what do you want people to know about Contact Center? 

Useful Links 

• Microsoft Digital Contact Center Platform 
• Contact Center Integrations for Microsoft Teams 
• What is a contact center? 
• Call Center Statistics That Are Truly a Wake-Up Call in 2022 
• 45 CALL CENTER STATISTICS [2022]: METRICS, PERFORMANCE KPIS, AND INDUSTRY DATA 

Sree Yeggina is currently the Global Sales Readiness Director for the Business Applications Service category in Redmond, Washington, leading readiness for WW sellers. She has over 16+ years of experience working with Dynamics 365 Business Applications and Power Platform with focused experience in Dynamics 365 Customer Service, Sales, and Power Virtual Agents as is passionate about enabling worldwide technology sellers on the value proposition, business value, and unique differentiation of Digital Contact Center. She started her career as Microsoft CRM Consultant in 2006 and, since then, worked with all versions of CRM (3.0 to Dynamics 365) and wore several hats over the years as a Software Engineer, Lead Consultant, Solution Architect, and now Global Readiness Director and she has helped some of the largest enterprises across the globe remove their inefficiencies and improve their customer experience through digital transformation. 

Connect with Sree Yeggina here – Sree Yeggina | LinkedIn 

We'd love to hear from you: 

Don't hesitate to reach out with any questions, comments, suggestions or feedback! We'd love to hear from you. Send your hosts an email at [email protected] 

Discover and follow other Microsoft podcasts at microsoft.com/podcasts

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Every job has repetitive tasks that take up time, resources, and energy. But what if there's a better way? Instead of having to manually email your manager, your manager's manager, and a 3rd party team member to get a business-critical document approve for your key customer. Well, what if you could automate an approval process, as well? These are just two of the use cases with Power Automate. This week's expert, Bryan Schafer, introduces us to Power Automate. 

About Bryan Shafer 

Bryan has been in the business applications space for over 13 years. He has been an end user, consultant, program manager, software engineer, and a solution architect. In those 13 years, Bryan has worked across various industries and with organizations of all sizes. One of the accomplishments Bryan is most proud of is building pandemic response applications using the Power Platform during the height of the Covid-19 crisis. It was very rewarding to see technology help people in near real time. 

Connect with Bryan here - Bryan Shafer | LinkedIn 

Useful Resources: 

• Power Automate documentation 
• Get started with Power Automate 
• Power Automate videos 
• Learn Power Automate 
• Types of flows 

We'd love to hear from you: 

Don't hesitate to reach out with any questions, comments, suggestions, or feedback! We'd love to hear from you. Send your hosts an email at [email protected] 

Discover and follow other Microsoft podcasts at microsoft.com/podcasts

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