Rethinking Voice of the Customer
Questions whether surveys and NPS are sufficient to understand customer satisfaction and explores more behavior-driven approaches to customer feedback.
Read on the blog →Five issues in, and we've just passed 500 subscribers in the last two weeks. Thank you, you're the best!
We welcome Amey Holden back to blogging after smashing an Ironman 70.3 and she came back with great topic about SMS & Consent. We also have a special guest: Carl Cookson 🍪 usually does Power Platform, but his Mockaroo Data Munger is a great fit for CX, because nobody wants “John Doe 1–10” in their demos anymore. 😉
Dynamics 365
D365 Contact Center
Contact Center Intelligence
AI-driven capabilities for contact centers, including conversational agents, quality assurance and analytics, without requiring organizations to replace their existing platforms.
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Meet the Conversation Harness: Building Conversational Agents in Copilot Studio
A Copilot Studio experiment with a customer-facing orchestrator and specialist sub-agents, including voice/chat configuration and deployment to Dynamics 365 Contact Center.
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D365 Customer Insights
Björn's pick of the week
Sync Text Message Replies STOP and START with Contact Point Consent in CI-J
How Power Automate can synchronize STOP/START replies with Contact Point Consent, preventing unnecessary delivery failures and improving consent accuracy.
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Pauline's pick of the week
What's New in Customer Insights – Journeys: Three Updates From My Colleagues Worth Your Time
Peter rounds up three recent Customer Insights - Journeys updates from colleagues that are worth your time, covering practical tips and new capabilities.
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Enhancing Dataverse Views with Custom Icons, Tooltips & Visualizations
Explores ways to make model-driven app grids easier to read using visual indicators and contextual information.
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PPTB - Mockaroo Data Munger
Generating realistic sample Dataverse data with configurable fields and reusable datasets. Very useful for your demos and test environments — no longer using John Doe 1-10.
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From quick schedule fixes to automated planning with Scheduling Operations Agent
Looks at how the Scheduling Operations Agent moves Field Service planning from reactive, one-off schedule fixes toward automated, proactive resource planning.
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