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Sponsored By: Microsoft


This year, Microsoft’s customer service preferences and expectations survey polled 5,000 consumers across Brazil, Germany, Japan, the United Kingdom and the United States and found some interesting commonalities, as well as distinct differences between locations. As a bonus to our polling, we also found some fascinating trends related to age groups, and we’re excited to share those with you as part of this year’s State of Global Customer Service Report.

As customer service and the customer experience become key differentiators for brands and organizations across all industries around the world, it has never been more important to know as much as you can about these expectations, perceptions, preferences and trends so that your organization can not only move forward, but ahead when it comes to customer service and engagement.

Our 2016 Microsoft State of Global Customer Service Report shows that 61% of consumers now view customer service as “very important” in their choice of and loyalty to a brand. As a key stakeholder in driving the customer experience, brands can no longer afford to view customer service as a cost center. Customer service must be viewed as a value and moment of truth center when a brand’s commitment to customer-centricity and the customer experience is tested every hour of every day.

We hope you’ll find the data and insights delivered in this report beneficial in improving and innovating for today and the future.

Sponsored By: Microsoft

Kevin Ashton founded the Auto-ID Center at the Massachusetts Institute of Technology, and has done pioneering work in radio-frequency identification and sensor technology.

Ashton is known for coining the term “the Internet of Things” to describe a system where the Internet is connected to the physical world via ubiquitous sensors. In 2015, he spoke at a European customer service conference and noted that field service management is the first industry being transformed by IoT.

Some people in the industry have noted that the entire IoT concept came from trying to solve field service problems in 1999. IoT’s origin story lies in field service management. Clearly, field service management and IoT are deeply intertwined. But how are the changes being implemented? And how can you benefit from them?

Sponsored By: Microsoft

Replacing your accounting software is easier and more affordable than you may think. Use this guide to learn about the benefits of a modern technology platform, better understand the advantages of a cloud-based solution, and know what questions to ask when evaluating your options.

Keep pace with evolving customer demands and business requirements

Understand the signs your basic accounting software or legacy systems are putting your business at risk

The signs are clear, now what?

Sponsored By: Microsoft

In the last decade, few industries have been impacted by rapid advancements in technology quite like manufacturing. Manufacturers have been faced with an
“evolve-or-die” ultimatum as customers expect faster rates of innovation. A lower cost of entry has introduced a seemingly
endless flow of new competitors, and new technology has transformed the modern shop floor. The proliferation of smart sensors is changing R&D
and operations, providing manufacturers with massive amounts of data that presents both a great risk and a great opportunity.

As manufacturers look to manage the opportunities and challenges that technology has delivered, many are looking back to the source to help them thrive
in this new environment. With the tools available in Microsoft Dynamics 365 for Operations, manufacturers are able to accelerate product introductions, have
more agile shop floor execution, and deliver more intelligent order fulfillment. In this modern era of manufacturing, Microsoft is empowering manufacturers
to improve their speed of doing business through connected operations, driving business success today and into the future.

Sponsored By: Microsoft

The transition to "cloud also" or "cloud first" is well under way for manufacturers around the globe. The advantages are significant as line-of-business (LOB) leaders and their IT organizations increasingly rely on cloud to flexibly deliver IT resources at the cost and speed the business requires.

Traditional IT spend is clearly on the decline, and manufacturers must update their cloud road maps to ensure their investments benefit the business.

The following paper is a series of questions posed by Microsoft's manufacturing team to Robert Parker, group vice president at IDC Manufacturing Insights, and Kimberly Knickle, research vice president at IDC Manufacturing Insights, on behalf of Microsoft's customers.

New Gartner Report from Microsoft


The sales force automation market grew 9.8% in 2015, to almost $6 billion. IT leaders supporting sales have new mobile, business process modeling, and predictive analytics options. Our evaluation of 19 products from 17 vendors will help them to choose the solution that best fits their requirements.
Strategic Planning Assumptions

  • By 2018, manual data entry by salespeople for sales force automation systems will be reduced by 50% due to adoption of mobile sales productivity tools.
  • By 2018, 20% of large B2B organizations will build business graphs of their sales processes to improve their sales execution.
  • By 2018, 20% of B2B organizations will have changed their indirect channel sales approach by focusing on commercially available partner relationship management applications.

Transform business process automation and people productivity with Microsoft Dynamics 365 and the Microsoft Cloud

No matter how you access and use your systems—anywhere, anytime, across your devices—you will receive the same seamless experience and enterprisegrade security to protect your business and customers. Microsoft business solutions are designed to get you up and running quickly and help you grow efficiently as your needs change.

Businesses around the world are seeing the benefits of helping employees work smarter together, automating cumbersome manual tasks, and using customer data as a factor in deciding what to offer. Cloud and mobile solutions are becoming a means of transforming business processes and enabling new work flows.

Replacing existing systems may seem daunting, complex, and too significant an interruption. With today’s modern applications in the cloud, the rewards far outweigh the risks. Increased efficiency, enterprise-grade security, and increased mobility—all without up-front capital expenses and with less dependency on IT infrastructure—make it easier for businesses of all sizes to use technology
as a competitive advantage.

Sponsored By: Microsoft

Breakthroughs in and the exponential pace of disruptive innovation are fundamentally changing the way we live, interact, and do business. In response, companies are looking to digital transformation as the key to innovation, growth, and the discovery and creation of new business opportunities. So while the “why” of digital transformation may seem obvious, it’s the “how” that isn’t always as clear.

That’s where Ray Wang comes in, Principal Analyst, Founder, and Chairman of Constellation Research, and author of the best-selling book, Disrupting Digital Business. Microsoft sat down with Wang to get his insights on the impact of digital transformation on business processes and the keys to successfully navigating digital transformation.

Sponsored By: PowerObjects

Today’s customers are more informed and connected than ever before, and the balance of power has shifted. When it comes to relationships between customers and businesses—the customer is in control and the number of channels that customers use to engage with businesses is increasing.

Providing top-notch customer service is more important than ever. According to Microsoft’s annual U.S. State of Multichannel Customer Service Report, 98% of U.S. consumers say customer service is very important or somewhat important in their choice of or loyalty to a brand, and 68% say they have stopped doing business with a brand due to a poor customer service experience. It is critical for businesses to continue down a path of service innovation in order to stay competitive.

Read Improving the Customer Experience through Service Innovation to learn how consumer behavior is driving organizations to find new ways to improve their customer service experience and which areas of your customer service you should focus your innovation. 

Sponsored By: BroadSoft

The Office Depot® North American Business Solutions Division manages over 20 million customer interactions annually across 34 contact centers, on four continents, with more than 3,000 agents providing customer service to their business customers.  Due to their size and global distributed structure, Office Depot struggled with a lack of  visibility into their contact center operations leading to inconsistent performance management and reporting from site to site.

BroadSoft provided Office Depot® with global contact center performance management with centralized analytics, queuing, routing, recording, and monitoring across all customer service centers. Rolled out in less than 90 days, BroadSoft was able to help Office Depot achieve a dramatic reduction of call abandons, considerably lower the speed of answer, and continue to deliver significant cost savings.


From Genesys

Integrating your contact center with your CRM enables every employee to have a holistic view of the customer.  Every employee becomes an expert with customer journey context. Learn how to optimize your customer experiences with this Frost & Sullivan infographic.

Get the Infographic Now!

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