By 2020, customer experience will be more important than price or products for brands. Organizations that embrace digital transformation average $100 million more income annually due to increased speed. Workers lose 40% of productive time switching tasks, costing the global economy $450 billion yearly in lost productivity.

2. State of the Market
Customer Experience
2020 By 2020, customer experience
will overtake price and product
as the key brand differentiator.
Productivity
40% of a worker’s productive time
is lost when switching tasks. This costs
the global economy $450B per year.
40%
Speed of Business
Organizations embracing digital
transformation generate an average
of $100M more income each year.
$100M

3. customers
products operations
employees

4. CRM ERP

5. Microsoft
Dynamics 365

6. Field Service
Sales Customer Service
Project Service
Automation
Marketing Operations

7. Common Data Model: Dynamics 365
Dynamics 365

8. Common Data Model: Dynamics 365 +
Dynamics 365

9. Common Data Model: Dynamics 365 + +
Dynamics 365

10. customers
products operations
employees

11. customers

12. employees

13. operations

14. products

15. Customer 360º
Customer knowledge &
interactions
Pre-built integrations
Bring your own data
Build your own applications
Insights for each business
role
NEW

16. NEW
Automaticity view all
emails in CRM in the right
context
Get actionable insights
from the Relationship
Assistant based on CRM
and Exchange signals
Know what happens after
you send an email by
tracking email interaction
Today

17. Redefined business processes
Fall and spring releases
Common user experience
and integrated navigation
Common application platform
with PowerApps
Common Data Model with
integration to existing schemas