Microsoft: Trying to Out-Tech Too Early or Right on Time?
Microsoft aims to revolutionize customer service with AI and IVR, automating inquiries and personalizing interactions. However, 64% of customers prefer human agents over AI, citing empathy and understanding. Many favor the simplicity of DTMF keypads. To succeed, Microsoft must balance innovation with customer preferences, offering a hybrid approach that respects individual needs.
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CRM Keeper – Dynamics 365 Customer Engagement, CRM, Microsoft CRM, Dynamics CRM
Thomas Sandsør from Norway. Been working with Microsoft CRM (yes I still call it CRM) since 2007. I worked about 8 years as a consultant/architect, before I was asked to work for Microsoft building the partner channel for CRM. After 2 years at Microsoft I got the chance to start the CRM branch at Point…