A complete customer experience incorporates more than just the buyer's journey. Troubleshooting and product maintenance are also critical factors that keep customers coming back and build brand loyalty. The expectations of a great customer experience are higher than ever, and as products are becoming more connected and involving more technology, maintenance is requiring greater expertise. Dynamics 365 Field Services provides the ability to assign the appropriate resources at the right time and can help companies go from reactive to proactive to predictive with their Field Service needs. This week's guest discusses Dynamics 365 Field Service and how it empowers organizations to achieve more. 

About Pierre: 

Pierre is a passionate technology educator. Whether he is in rural Ghana teaching school kids about programming, writing, and curating curriculum for Fortune 100 technical sales engineers or leading envisioning and planning sessions with customers and consultants. He leads the efforts to educate and train technologists interested in Service and Sales Operations from all over the world. Pierre comes with over 33 years of technology sales leadership and consulting. He has worked on the Microsoft Dynamics Platform since it was released. He is a Board Member at Ferris State University Marketing and Sales Advisory Program and a Board member at Expanding Boundaries International, focusing on delivering STEAM education programs in rural Africa and Baltimore Public Schools. A four-time Microsoft Titanium Award winner for Sales Excellence. He hosts a Bi-monthly LinkedIn Live stream called Field Service Live. 

Connect with Pierre – Pierre Hulsebus | LinkedIn 

Useful Resources: 

• Dynamics 365 Field Service Overview 
• Dynamics 365 Documentation 
• Dynamics 365 Free Trial 

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Do not hesitate to contact any questions, comments, suggestions, or feedback! We would love to hear from you. Send your hosts an email at [email protected] 

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There is an old adage that says, "it takes a village to raise a child." In the context of Dynamics 365, it takes more than one person to purchase, implement and operate any of the Dynamics 365 solutions. Often times there are committees involved with the purchasing process. Then those using Dynamics 365 extends to multiple teams. Lastly, multiple people or teams are responsible for implementing, configuring or extending Dynamics 365. This week's Dynamics 365 Expert is going to highlight the value of our Partners within the Dynamics 365 ecosystem. 

About Michelle: 

Michelle Curtis is a member of the Solutions Partner Sales leadership team in the Global Channel Sales organization. In her role as Solutions Partner Leader, she leads a team of Global Partner Development Managers responsible for global services partners and indirect providers, with a focus on Americas-based partners. In her previous role at Microsoft, Michelle led the IoT Partner Ecosystem Specialist Sales teams in the Americas IoT organization. Prior to joining Microsoft in February 2021, Michelle served as Vice President, Emerging Technologies at Presidio, a Multi-National Solutions Integrator, where she led the sales, strategy, and execution of the Presidio Emerging Solutions Practice, which included Internet of Things, Analytics, AIOps, and 5G. Professional services under her leadership included design engineering, product production, solutions design and delivery, and software development. Prior to her time at Presidio, Michelle spent 12 years with Tech Data (TD SYNNEX), where she launched and led the IoT practice for the Americas, defining their brand as a leading Solutions Aggregator in the channel. She previously led various teams in the Tech Data Cisco Practice. Michelle has served on the governance boards of Presidio and Tech Data Women in Technology ERGs, driving recruitment, development, and advancement of women in the channel. Michelle served on the Board of Directors for Girls Incorporated of Pinellas (2017, 2020), a nonprofit organization focused on inspiring all girls to be strong, smart, and bold. She previously served on the Channel Partners and Channel Futures Advisory Board and as Vice Chair for the Microsoft IOT Partner Advisory Council. Michelle holds a B.S. in Advertising with a minor in Sports Management from the University of Florida. 

Connect with Michelle Curtis here – Michelle Curtis | LinkedIn 

Useful Resources: 

• Dynamics 365 Partner Portal 
• Dynamics 365 Webinars 
• Dynamics 365 Training 

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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Customer Service is a vital part of the business. It is especially important for curating an exceptional customer experience that keeps your customers coming back. Studies have shown that it is more economical to focus on customer retention rather than focusing on acquiring new customers. A large part of keeping your customers loyal and happy is how your customer service is set up. Are your agents well equipped to handle common issues? Are customers able to solve problems on their own with knowledge articles? Can customers reach via multiple channels? This week's expert, Omar, Almarsi, shares how Dynamics 365 Customer Service empowers organizations with the technology to provide Agents and Customers with the right information at the right time to drive a better customer experience. 

About Omar: 

Omar Almasri has a professional background in nuclear engineering. He is also an asset performance management and machine learning expert who specializes in maintaining assets in the oil & gas, power generation, and manufacturing industries. He also has past experience in ERP and CRM solutions and now specializes in Mixed Reality/Hololens and the Service Portfolio here at Microsoft.

Connect with Omar – Omar Almasri | LinkedIn 

Useful Resources: 

•  Dynamics 365 Customer Service 
• Dynamics 365 Customer Service Documentation 
• Dynamics 365 Customer Service | Microsoft Docs

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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 survey done by Gartner, they reported that 63% of customers would become loyal customers if they had a positive customer experience during their buyer journey. Of course, there are multiple lines of business involved with curating a customer experience, but it all starts with Marketing. In today's environment, marketing is now more digital than ever. The ability to effectively and intelligently market to your customers with the right content at the right time is now more important than ever. With Dynamics 365 Marketing, marketers are empowered with tools to do just that. This week's Dynamics 365 experts, Sara Hiatt and Vincent Huck, highlight what Dynamics 365 Marketing is all about. 

About Sara Hiatt 

Sara Hiatt is a Senior Technical Specialist at Microsoft who comes to us from the competitive marketing cloud space. She has over 15 years of experience in helping customers transform their business with technology. Five of those years, she focused on both B2B and B2C cross-channel marketing automation solutions. Sara is excited about what Microsoft Dynamics 365 Marketing offers in this space and sees the seamless integration with the other Microsoft solutions as well as the breath of the product set as a huge advantage in the marketplace. 

Connect with Sara – Sara Hiatt | LinkedIn 

About Vincent Huck 

Vince is a Technical Specialist at Microsoft who has been in the role working with Dynamics 365 for 5+ years. He comes with a background in marketing and sales, which allows him to help guide his customers to their desired outcomes. He is extremely excited about the growth of Dynamics 365 Marketing and the investment that Microsoft has put into the platform in recent years. With the combination of Dynamics 365 Marketing and Sales, he sees a tremendous opportunity for customers to leverage data and utilize the platform to achieve more than what marketers imagined possible in the past. 

Connect with Vincent – Vincent Huck | LinkedIn 

Useful Resources: 

• Microsoft Dynamics 365 Marketing overview 
• Outbound marketing 
• Real-time marketing 
• Learn Microsoft Dynamics Marketing 

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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A simple measurement of success would be easy to accomplish. Set a goal and try to achieve it. If you miss the goal, it’s a failure. If you reach your goal, you succeed. However, the real world is not that black or white. Businesses require more nuanced and granular metrics other than success and failure. While Dynamics 365 out-of-the-box reporting can provide both broad and granular reports and dashboards, what if you have data that resides outside of the Dynamics 365 platform that’s critical to your business? Luckily, one of the strengths of PowerBI is its ability to create reports and dashboards from a wide range of data sources, not just Dynamics 365. Our expert, Scott Sewell, talks about this and more on today’s episode. 

Episode Topics: 

• What is PowerBI? 
• How does PowerBI fit into Dynamics 365? 
• When would someone use PowerBI over OOTB Dynamics reporting? 
• What are some cool PowerBI Use Cases? 

Useful Resources: 

• Power BI documentation 
• Connecting PBI to Dynamics 
• PBI Learning path 
• PBI usa cases  

About Scott Sewell: 

As a Principal Program Manager on Microsoft’s Power BI Customer Advisory Team, Scott Sewell is passionate about helping Dynamics 365 and Power Apps users quickly gain actionable insights from the valuable data in their Dataverse environments through the magic of Power BI. Before joining Microsoft, Scott worked as a Dynamics 365 CE Implementation Architect with a global partner implementing Business Applications in organizations large and small, beginning with version 1.0 of Microsoft CRM in 2003. After a dozen years living in the middle of New York City, Scott relocated with his wife to rural West Tennessee, where Amy now teaches in college of business for the local university. 

Connect with Scott Sewell here – Scott Sewell | LinkedIn 

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Out of an 8-hour day, how many hours are you dedicating to your core responsibilities? You might be thinking, “Well, that’s a silly question. I spend all 8 hours of my day on my core responsibilities”. If that’s the case, then that’s amazing...And you’re more productive than the average seller. According to research, sellers only spend 1/3 of their day actually selling. The remainder of that time is spent on administrative and organizational tasks. In today’s fast-moving market driven by high expectations of a tailored and elevated customer experience, a majority of time cannot be spent on non-selling tasks. Well, what if there was a tool that could improve productivity intelligently? Enter Viva Sales; a new Microsoft solution aimed to empower sellers and drive a better customer experience. Our Viva Sales expert, Renato Leite, introduces us to Viva Sales on today’s episode.   

Episode Topics: 

• What is Viva Sales? 
• How does Viva Sales fit into the rest of the Dynamics 365 Platform? 
• What are use cases for Viva Sales? 
• How can customers get their hands on it? 

Useful Resources: 

• Introduction to Viva Sales 
• How to install Viva Sales 
• Viva Sales + Teams 

About Renato Leite:

Dynamics 365 Sales Growth Product Manager at Microsoft with more than 20 years of experience with Dynamics and CRM solutions for different markets and industries. Renato is focused on helping customers and partners realize the business values and benefits of Dynamics 365 and Viva Sales and learn from their feedback to help improve Dynamics solutions. Renato is an engineer with an MBA and a Master's in AI, based out of Orlando, FL. 

Connect with Renato Leite here – Renato Leite | LinkedIn 

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As customers, we aren't always aware of how integral the back end of a business are for success of a company. But, with recent complications regarding supply chains and manufacturing issues, warehouse management is being highlighted for how business-critical the back-end of any business can be. For today's Episode, our Dynamics Expert, Brian Garity, is going to highlight what warehouse management is and what Microsoft Dynamics can do for improving and maintaining warehouse processes.  

Episode Topics:

• What does Microsoft have for Warehouse Management? What is Warehouse Management? 
• Given today's market and climate, why should companies care about Warehouse Management? 
• Please share a use case where Dynamics 365 Warehouse Management has helped a company during the COVID-19 pandemic. 

Useful Resources: 

• Warehouse management overview 
• Supply Chain management 

About Brian Garity: 

Brian has 25+ years of ERP experience focusing on Manufacturing and Distribution. Prior to coming on board at Microsoft, Brian was self-employed, working with his clients to streamline shop floor manufacturing and warehouse business process along with defining, developing, and implementing integrations to third-party systems like High-Speed picking systems, Conveyers, Pick to Light, and Inventory management systems. An experienced implementation consultant, Brian has experience in the Aerospace, Construction, Automotive, Oil & Gas, Building Materials, and Paper industries, with many full ERP project success to his credit. Additionally, Brian is a Dynamics Supply Chain subject matter expert with additional Power Platform skills around Power App Development, Power Automate Workflow, DataVerse, and Robotic Process automation. 

Connect with Brian Garity here - Brian Garity | LinkedIn 

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In 2025, we are set to produce 463 billion Gigabytes of data every day! As we know, data is everywhere - from every app we download and use, to every email we open, to every purchase we make, to every destination we visit. Data is everywhere. Simultaneously, we as consumers demand a more personalized customer experience when dealing with companies. So how can a company combine the immense data with a more personalized and fulfilling customer experience? One answer for this is a Customer Data Platform, and this week's Dynamics 365 expert, Alexa Montelibano, Senior Technical Specialist, is going to highlight how Customer Insights can combine data and customer experience for organizations of every size across multiple industries.

• What is Customer Insights?
• Why is a solution like Customer Insights useful in today's market?
• How can organizations use Customer Insights to improve their customer experience?

• Dynamics 365 Customer Insights
• Customer Insights help hub
• Learn Customer Insights

Alexa Montelibano is a Senior Technical Specialist on the Business Applications Global Black Belt Team, focused on Customer Experience (Dynamics 365 Sales, Marketing, and Customer Insights). Alexa is passionate about harnessing organizational data to drive sales and marketing effectiveness. Outside of work, Alexa is a coach for a high school FIRST Robotics team and is enthusiastic about encouraging young women to pursue careers in technology.

Connect with Alexa here - Alexa Montelibano | LinkedIn

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Here's a business pro-tip for you… If you want to create long-term, loyal customers, provide them with an exceptional, memorable and impactful customer experience during their buying journey. In a recent Gartner survey, 65% of respondents said they would become long-term customers of a company if they had a positive customer experience during their buying journey. Imagine if a majority of your prospects turned into loyal, long-term customers. How would that impact your business?

One aspect of your customer experience is your customer service. With the elevated expectations and demand for instant resolution becoming more crucial, customer service agents need more. That's where technology, like a Power Virtual Agent (PVA) can help. Today's Dynamics 365 expert, Brian Caauwe, Principal Technical Specialist, highlights what a PVA is and how it can benefit your organization.

• What is Microsoft Build?
• Who should attend Microsoft Build in the future?
• What are the key takeaways from Microsoft Build?

• Power Virtual Agents
• Learn Power Virtual Agents

Brian Caauwe is a Principal Technical Specialist at Microsoft who has been working with Microsoft technologies for nearly 20 years. With deep expertise across the One Microsoft cloud including various roles with implementation, consulting, sales engineering and management he utilizes applications throughout the Microsoft 365 and Dynamics 365 platforms to identify how the Microsoft toolset can help achieve his customers goals. By leveraging his background in user experience, security, system architecture, and integration strategies he works to map organizational outcomes to business value leveraging Microsoft Business Applications focusing on Dynamics 365 and the Power Platform.

Connect with Brian here - Brian Caauwe | LinkedIn

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In today's market, being a competitive and successful seller can be extremely challenging. Customers and prospects perform a decent amount their own research prior to even speaking to a salesperson. On top of the that, salespeople are constantly bombarding their customers via phone, email, twitter, or LinkedIn. Customers and prospects also expect a top-tier customer experience. So how can a seller sell more effectively and more intelligently with Dynamics 365? Well, this week's Dynamics 365 expert, Jean-Paul Mehanna, Principal Dynamics Technical Specialist, highlights how Sales Insights can better empower your salespeople.

• What is Sales Insights?
• Who should be using Sales Insights?
• How can organizations use this to empower their salespeople?
• Which customers are using this today?

• Dynamics 365 Sales Insights Wave 2 release
• Enhance predictive forecasting and deal flow experience
• Learn Sales Insights

Jean-Paul Mehanna is a Manufacturing Principal Dynamics technical specialist based in Boston.

He has been with the Microsoft Dynamics Team for the last 6 years and has covered Sales, Marketing, Customer & Field Service. He’s well known in the Dynamics community for his work around OmniChannel and Sales Insights and is our guest today on the Digestible Dynamics Podcast to talk about some of his latest work with Sales Insights.

Connect with Jean-Paul here - Jean-Paul Mehanna | 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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