CX Spotlight—Customer stories and insights from the world of Dynamics 365

Dirk Miller, VP Corporate Marketing Excellence, WIKA

He impressively demonstrated how the global leader in measurement technology has transformed its marketing and sales processes:

• Digitalization with a focus on customer experiences: 80% of customer interactions already take place digitally.
• Customer journey as a success factor: Outstanding experiences at every touchpoint are crucial.
• Microsoft Dynamics 365 CE as a platform: With Customer Insights Journeys and Sales, a global rollout has been implemented – now in over 26 countries, with more to follow step by step.
• Cultural change and mindset: Digitalization is not a tool project, but requires investment in people, processes, and data quality.

His conclusion: Marketing is a key driver of digital transformation in B2B – platforms, processes, and people must work together.

Marcel Andre Chin, Project Manager & Biz-Apps Manager, Graphax AG

He took participants on a journey with an SME into the smart future with Dynamics 365 CE:

• “Think big, start small”: With a pragmatic approach, the introduction of Dynamics 365 was implemented step by step. Often, too big steps are taken. Experience shows that acceptance increases and solutions improve when projects are not made too big.
• Real-world challenges: Poor data quality, outdated tools, or interface problems – and how to solve them through standardization, clean processes, and user participation.
• Experiences of an SME: It is crucial to involve users at an early stage, set up clean interfaces, and consistently ensure data quality.

The presentation encouraged the audience that even medium-sized companies with a clear vision and small steps can successfully master their digital transformation.