Multiple trends are transforming the role of technology in business - consumerization, the emergence of cloud, social, mobile and Big Data. Nowhere is this more profound than in how businesses interact with their customers. Modern businesses must confront a total inversion of how they connect with customers in order to thrive in our new world. The winning business will be the one that can best match the customer's needs, is best prepared to engage on the customer's terms, and does the best job nurturing their ongoing connection with that customer. In this session, you will learn about 1. the industry trends of how the customer interactions have been changing along with the Microsoft approach and methodology to improve your customer experience. Come prepared to share the challenges you are facing with the customer interactions, and share any best practices and lessons learned.
