AI-Powered Business Applications Bootcamp Recap - Day 1¶

Accelerating Automotive Dealer System Innovation with Generative AI¶

Speakers¶

Ryohei Yoshijima – Microsoft MVP for Business Applications
Aydin Meric – Solution Architect, Senior Presales Consultant

Understanding the Customer Journey¶

Challenges with Outdated Dealer Management Systems¶

Poor Data Quality Assurance and Data Security
Lack of Seamless Data Integration
Ineffective Change Management
Subpar Performance Optimization and Digital Transformation
Struggles with Online Competition and Supply Chain Disruptions

Legacy CRM/ERP Tools Challenges¶

Inefficient Teams
Data Silos
Inflexibility
High Costs

Creating Customer-Centric Value¶

The Importance of the Customer Journey Stages:¶

Awareness: Obtain quality leads (MQLs)
Conversation: Secure necessary sales opportunities (SALs)
Engagement: Submit best proposals/quotes (SQLs)
Acquisition: Increase order wins
Adoption: Drive adoption of products/services
Servicing: Promote cross-sells/up-sells
Advocacy: Foster high customer satisfaction
Retention: Prevent customer churn

Microsoft CRM in the Age of AI¶

Intelligent Business Applications
AI-Driven, Unified Experiences Across Multiple Data Sources
Seamless Integration into Workflows
Dynamic Workflows and Processes

Structuring the Journey: Mobile Solutions¶

Mobile Sales Apps (e.g., Yana MySales)¶

Intuitive app for on-the-go sales:
- Manage tasks/activities
- Capture, qualify, and manage leads/opportunities
- Generate sales quotations and monitor progress
- Share product presentations and promotional materials
- Real-time sales performance dashboard

Mobile Engagement Apps (e.g., Yana MyVehicle)¶

Enhanced customer experience for vehicle owners:
- Service Center: Workshop search, reservations, ratings, payments
- Showroom: Test drive bookings, self-service information, and vehicle shopping
- Owner Profile: Loyalty rewards, dealer promotions

Inspection Apps (e.g., Yana MyInspections)¶

Streamlined vehicle inspections:
- Conduct circle checks and record valuable items
- Document vehicle conditions with photos
- Maintain inspection history and customer sign-off

Generative and Conversational AI¶

Industry Trends:¶

80% of enterprise apps will embed conversational AI by 2025
$80 billion in labor cost reductions in contact centers by 2026
Generative AI embedded in 80% of conversational solutions by 2025

Conversational AI Across Microsoft:¶

Microsoft 365: Microsoft 365 Copilot
Biz Apps & Power Copilots: Sales Copilot, Service Copilot, Power Platform Copilot
Other Microsoft Copilots: Finance, Service, and Sales
Custom Copilots: Custom enterprise solutions

Copilot Studio in the Customer Journey¶

Showroom: Vehicle model Q&A, recommendations, comparisons
Service Center: Maintenance and service inquiries
Multilanguage Support: Seamless queries across various languages

Empowering Employee Workstyle Transformation¶

Maximizing Work Efficiency¶

Anytime, anywhere access
Multi-device/OS security integration
AI and Copilot-enhanced workflows

Utilizing Data¶

Integrate CRM/Marketing, ERP, and API/connectivity

Facilitating Teamwork¶

Multi-language/currency capabilities
Seamless integration with Microsoft Teams, GitHub, DevOps

Driving Internalization¶

Streamlined Excel/Word and Outlook integrations
Power Platform for custom solutions

Microsoft Sales Transformation Journey¶

Speakers¶

Jane Davis – Digital Experience Lead, Microsoft ANZ
Petra Glattabach – Business Solution Manager, Microsoft

Microsoft Digital¶

Dedicated to Transforming Business Operations:¶

Build a secure, AI-powered IT framework.
Transform and secure networks and infrastructure.
Revolutionize end-user services.
Accelerate and secure corporate growth.
Lay solid foundations to achieve the vision.

Leveraging Microsoft Platforms to Achieve Outcomes:¶

Call Management: Teams
Social Selling: LinkedIn, Facebook, X, etc.
Co-Sell/Partner Center: Partner Network
Business Insights: Power BI
Collaboration & Document Management: Microsoft 365
Integrations: Outlook and Teams Copilots

Buyer Behavior & Selling Trends¶

Key Trends:¶

Hybrid Work: 85% of sales leaders expect hybrid to remain a dominant model.
Customer Behavior:
- 92% of buyers prefer remote interactions.
- 75% seek information via digital downloads.
Competition:
- 50% of buyers go with the vendor who responds first.
Seller Trends:
- 93% of sales professionals rely on technology as much or more than in 2017.

Challenges for Today’s Sellers¶

External Complexities:¶

Market Dynamics:
- Involves 7+ stakeholders in B2B buying decisions.
- 16 internal people are typically needed to close a sale.

Internal Complexities:¶

Team Overload:
- The number of teams individuals belong to has doubled in 5 years.
Digital Overwhelm:
- 59% of sellers report having too many tools.
- 50% of workers lack clarity on expectations, leading to a 14% performance drop.

Microsoft's Case for Sales Transformation¶

Standardization: Address inconsistent business rules and multiple “truths.”
Digital Selling: Scale marketing and sales to engage customers more effectively.
Cloud Dynamics: Leverage cloud flexibility to redefine customer interactions.
User NSAT: Improve tool satisfaction among sellers and managers.
AI Opportunity: Utilize generative AI and Copilot to enhance productivity and outcomes.
Capacity & Coaching: Shift managers’ focus from reporting to team development and external engagement.

The Sales Transformation Journey¶

Manual Phase:
- 100% seller input with minimal process consistency.
- Ad hoc collateral and limited data insights.
Automated Phase:
- 50% seller input, with automated workflows in a unified CRM.
- Improved UI, consistent processes, and collateral.
Intelligent Phase:
- AI-guided execution with insights and automated outreach.
- Deep marketing integration and Copilot-enabled capabilities.

Generative AI & Copilot’s Unique Impact¶

Behavioral Shifts:¶

Learn to manage the digital load effectively.
Embrace experimentation and adapt to new learning approaches.

Leveraging AI:¶

Improve personal productivity, team collaboration, and customer outcomes.
Master the art of creating and refining prompts.

AI & Copilot Maturity Curve¶

Basics: Employee experimentation.
Prompt Excellence: Develop workflows and role-specific prompts.
Scenarios: Implement Copilot as an AI assistant for habits and collaboration.
Extended Value: Integrate with Line of Business solutions.
Competitive Edge: Gain industry differentiation.

Change Management Strategy¶

Get Ready: Define OKRs, conduct phased rollouts, and establish feedback mechanisms.
Engage Leaders: Secure leadership support and identify informal influencers.
Communicate: Leverage existing channels to drive awareness.
Champs Community: Recruit champions to scale readiness and value realization.
Optimize: Monitor adoption and reinforce new habits through telemetry.

Building Influence with Champions¶

Share Information: Highlight features, use cases, and key messages.
Lead by Example: Demonstrate best practices and foster a culture of change.
Address Issues: Hold peer check-ins and address resistance.
Support & Coach: Help peers unlock new workflows and daily habits.

Lessons Learned from Microsoft’s Journey¶

Model the Way: Maintain focus on technology adoption through leadership and communication.
Harness Excitement: Capitalize on the possibilities of AI to create enthusiasm.
Social Learning: Encourage flexible, social, and experimental learning experiences.
Build Daily Habits: Simplify workflows and celebrate small wins.
Leverage Champions: Utilize early adopters to promote adoption.
Prioritize CRM Resilience: Ensure robust CRM processes for optimal AI and Copilot performance.

Exceeding Customer Expectations through Service Transformation¶

Speaker¶

Mark Robertson – Strategy & Technology Director, Business Applications, Microsoft Asia

Key Quote¶

"The most exciting thing about AI is not the technology itself, but what we can do with it when we apply it to real-world problems and help people." – Satya Nadella (Microsoft CEO)

Challenges in Service: Legacy Systems & Evolving Expectations¶

Impact on Customers:¶

Limited effective self-service options.
Disconnected experiences leading to frustration.
Prolonged wait times and redundant processes.

Impact on Businesses:¶

Self-service deflection rates below 45%.
Over 70% of agents lose time searching for information.
$3.7 trillion annual cost globally due to poor service.

Root Causes of Poor Service Experiences¶

Siloed Data creating disjointed workflows.
Fragmented Systems hampering efficiency.

Opportunities with Transformation & AI¶

Enrich employee experiences.
Reinvent customer engagement.
Reshape business processes.
Drive innovation and reshape operational norms.

There is no dichotomy between Employee Experience (EX) and Customer Experience (CX).

Evolving Service Delivery¶

Current	Future
Human-led, Copilot-assisted	Copilot-led, human-reviewed
Outdated self-service models	Evergreen, AI-enhanced self-service
Manual workflows, inefficiencies	Empowered agents, optimized tools

Copilot's Impact on Knowledge Management¶

Harvest Knowledge: Effortless content creation across Dynamics 365 and Microsoft 365.
Democratize Content: Turn untapped tribal knowledge into shared organizational resources.
Autonomous Monitoring: Resolution-driven and auto-maintained data.
Proactive Use: Knowledge enables proactive workflows rather than reactive searches.

AI Bringing Agency to Every Experience¶

Agents can:
- Operate autonomously to handle routine tasks.
- Respond to triggers beyond direct chat prompts.
- Represent departments and teams, not just individual users.

Empowering Business Outcomes¶

Boost customer satisfaction (CSAT) and revenue.
Enhance productivity across teams.
Reduce operational costs significantly.

Copilot Features: Agent Favorites¶

Case Summarization
Chat Conversation Summarization
Answer Assistance
Draft Email Creation
Automated Chat Responses

Proven Impacts of Copilot Integration¶

12–16% faster case resolution rates.
9–12% increase in case and chat volumes handled by agents.
13% reduction in peer assistance required for complex cases.

Everyday Challenges Addressed¶

Service Teams:¶

76% struggle to find company resources and guidelines.
58% find it difficult to access workplace tools.

HR Leaders:¶

53% prioritize administrative task automation.
51% focus on employee-facing HR services for improved delivery.

Employee Self-Service with AI¶

Capabilities:

Retrieve: Access information tailored to employee context.
Take Action: Simplify key tasks like HR and IT through integrated tools.
Customize: Utilize out-of-the-box (OOB) templates and workflows.

Outcomes:

25% more accurate responses.
31% reduction in support tickets.
36% success rate increase in IT self-help channels.

Guiding Themes for Transformation¶

Infuse Generative AI throughout customer, agent, and supervisor workflows.
Enable seamless, end-to-end customer experiences.
Maximize agent productivity with AI-enhanced tools.

4. Reimagine contact center operations with innovative solutions.¶

Reimagine the Sales Experience with Microsoft 365 Copilot for Sales¶

Speaker¶

Navid Alzimi – Partner Director of Engineering, Copilot Apps

Copilot(s) Overview¶

Microsoft Copilot:¶

Utilizes Large Language Models (LLMs).
Grounded in web data for insights.
Ensures commercial data protection.
Accesses the internet for real-time context.

Microsoft 365 Copilot:¶

Includes all features of Microsoft Copilot, plus:
- Integration with Microsoft Graph for context.
- Embedding into Microsoft 365 apps.
- Enterprise-grade data protection standards.

Copilot App Experiences:¶

App Chat for interactive Q&A.
Embedded AI within workflows.
Contextual Sidecar providing dynamic assistance.
Microsoft 365 Chat for streamlined collaboration.

Role-Based Copilots:¶

Copilot for Sales: Empower sales teams with data-driven insights and recommendations.
Copilot for Service: Enhance customer service processes.
Copilot for Finance: Support finance operations and analytics.

Differentiating Dynamics 365 Sales & Copilot for Sales¶

Dynamics 365 Sales: A core CRM offering focused on managing the sales process.
Copilot for Sales: An AI-driven assistant providing insights, recommendations, and actionable tasks to optimize seller effectiveness.

Microsoft Copilot for Sales Capabilities¶

Summarize opportunities.
Analyze sales conversations.
Draft proposals and pitch presentations.
Generate revenue data charts.
Automate CRM task creation from meeting insights.
Update opportunities with real-time data.
Show conversion rates for deals.

"Make sellers more effective."

Copilot for Sales Architecture¶

Components:¶

Applications: Embedded across Microsoft 365 and other tools.
Experiences: Leveraging capabilities like app chat, sidecar, and contextual AI (as mentioned above).
Trust Framework:
- Backed by Azure OpenAI Service.
- Microsoft Graph integration.
- CRM functionality with Copilot Studio.

Expanding Capabilities:¶

Configuration: Seamless CRM data integration.
Extensions: Options to build custom extensions or incorporate third-party solutions.

Roadmap for Copilot for Sales¶

Assistive (Current):
- Email Productivity: Automatic summaries and action insights.
- Effective Meetings: Tailored recaps, next steps, and key sales terms.
Conversational (Next):
- Enable natural language queries to trigger sales actions or retrieve specific insights.
Agentic (Future):
- Transition to a fully autonomous system:
  - Insights Agents to derive actionable insights.
  - Integrated Customer Copilot Databases.
  - Notification and Action Agents for proactive engagement.

Agent Types¶

User-Defined Agents:
- Personalized tools to automate repetitive tasks and improve efficiency.
System-Defined Agents:
- Pre-configured workflows shipped out of the box, adaptable for specific needs.