Out of the box, Dynamics 365 can help organizations of various sizes across different industries solve business problems with technology. Whether that's improving seller efficiency and pipeline accuracy, or boosting CSAT by solving your customer service problems more quickly, or it's ensuring your field agents are better equipped to complete their work orders with a true customer 360 view, Dynamics 365 can help.

Another powerful aspect of the platform is its ability to integrate with Partner solutions that help augment dynamics 365 processes and workflows. For example, you can integrate Docusign with your existing D365 ecosystem to ensure more intelligent and automated document management

In this episode, we interview Suresh Jeevanani, senior director of Strategic Partnerships at Docusign to highlight the value of the D365 and Docusign integration and how organizations can use it today.

• What do you do at Docusign do?
• What is the value of a Docusign and D365 integration?
• What does the Docusign integration feature within Copilot for Sales entail?
• How can a customer get started?

• Dynamics 365 Integrations | Docusign
• DocuSign for Dynamics (microsoft.com)
• Sign up for Copilot for Sales Extensibility Preview (microsoft.com)

Suresh Jeevanani is Senior Director, Strategic Partnerships at Docusign. He has over 2 decades of experience in the high-tech industry. He is passionate about bringing power to technology & technology ecosystems to help customers transform their businesses. He lives in San Francisco Bay Area with his wife and daughter. In his spare time, Suresh likes to play tennis and go road-biking.

Connect with Suresh - Suresh Jeevanani | LinkedIn

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Customer service agents face challenges such as access to relevant data and the right technological tools, with some juggling up to 10 different systems to address a single issue. Each step in the process of resolving customer issues is time-consuming and complex, with agents spending significant time researching cases and seeking out solutions. As customer inquiries increase in volume and complexity, organizations must find ways to streamline processes, reduce the workload on agents, and improve the overall customer experience.

This week on the podcast, we have Edgar Wilson II, Principal Program Manager for Customer Service Business Applications to highlight what Copilot for Service is and how customers can extract value from it.

• What is Copilot for Service?
• How is this different than D365 CS?
• How can a customer get started?

• Official Microsoft Copilot for Service documentation - Copilot for Service | Microsoft Learn
• Quickstart—create and deploy Copilot for Service - Copilot for Service | Microsoft Learn
• Get started with Microsoft Copilot for Service - Training | Microsoft Learn

"Hi, my name is Edgar Wilson, Principal Program Manager in the Dynamics 365 Customer Service group. I hold over 15 years of Dynamics experience having spent 7 years with prestigious implementation partners including Aderant, Customer Effective and Hitachi. During this time I worked as an architect and technical consultant implementing Dynamics in a variety of industries including Financial Services, Healthcare and manufacturing. I’ve been at Microsoft 8 years, holding a variety of roles in sales and engineering in the business applications group."

Connect with Edgar - Edgar Wilson II | LinkedIn

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What was your first interaction with technology? For our Guest, Greg Williams, VP of Strategy at Western Computer, it involved a green screen. Fast forward to the present, and he's helping organizations of various sizes implement business applications and AI technologies into their business processes to make drive growth, improve efficiency and enhance the employee experience.

• Given your extensive history and experience with Technology and business applications, how have they transformed since you started working with them?
• Can you help our listeners understand how they should think about technology in the context of their existing business strategies?
• What are the strategy pitfalls companies make when in regards to investing into a technology solution?

• Western Computer | Microsoft Dynamics 365 Gold ERP Partner
• Copilot for Dynamics 365 | Microsoft Learn

About Greg Williams

With over two decades of experience in the realm of Microsoft Dynamics, I’ve been a trusted partner for businesses seeking streamlined operations. My expertise lies in the intricate dance of manufacturing and distribution, where I’ve orchestrated solutions that drive efficiency and growth.

Microsoft Dynamics Advocate: Since the late '90s, I’ve been in the trenches, unraveling complexities and optimizing processes for organizations.

Digital Transformation Enthusiast: My passion lies in guiding businesses toward a future where technology empowers them. Whether it’s automating workflows or embracing cloud solutions, count me in!

Microsoft Dynamics: From configuration to customization, I’ve navigated the Dynamics landscape.

Process Optimization: I thrive on untangling operational knots and making systems hum.

Distribution Excellence: Supply chains, logistics, and inventory management—my playground.

Connect with Greg - Greg Williams | LinkedIn

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Within Dynamics 365 Sales, Customer Service, Customer Insights Journeys, Field Service, Power Platform and Finance, users can utilize Copilot within their flow of work in each of the respective solutions. A seller can use Copilot to summarize an opportunity with D365 Sales. A customer service agent can ask Copilot a technical question about troubleshooting a product and Copilot will answer it because it is connected to an existing knowledge base. But what if the user is using Outlook or Teams? Well thanks to the Copilot integration with M365, users can access Copilot that's connected to their CRM within Outlook or Teams to update records, access business-critical information, and more. Copilot meets the end users wherever they are to ensure it can empower them right from their flow of work.

• How can users take advantage of D365 Copilot and M365 Copilot together?
• What will the cost be, and will users need a M365 copilot license in lieu of the D365 Copilot license?
• What new advancements does D365 have coming that you can share?

• Microsoft Copilot for Microsoft 365 | Microsoft 365
• Introducing Microsoft 365 Copilot | Microsoft 365 Blog
• Microsoft Copilot for Microsoft 365 overview | Microsoft Learn

Here's how Chris describes himself - "I am a Sales fanatic. With over 3 decades of experience in sales, sales operations, sales coaching, and sales strategy, I live for sales engagements and conversations! I am extremely passionate about the art of sales and the science of sales operations. Currently, as the Director of GTM strategy and motions for Business Applications at Microsoft, I focus on seller excellence, customer experience, and sales programs and automation. I reside in the great state of Minnesota, with my wife and two children. When I'm not selling or coaching, I enjoy MN Vikings football, Arsenal soccer, poker, golf, and hanging out at the lake. Please connect with me on LinkedIn!"

Connect with Chris - Chris Stedman | LinkedIn

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Technology innovation involves harnessing knowledge, expertise, and resources to develop innovative solutions that solve problems, improve efficiency, drive progress, and deliver value. Technology innovation can have various impacts, such as improving the quality of life, fostering economic growth and competitiveness, enhancing efficiency and productivity, addressing societal challenges, fueling scientific and technological advancement, and empowering and engaging users. This week, we have the opportunity to discuss how an enterprise organization thinks about and executes on innovation at ServiceNow with their Deputy Chief Innovation Officer, Kevin Barnard.

• What does a Chief Innovation Officer do? 
• How does ServiceNow drive innovation, and what role does Microsoft have in supporting it?
• How can ServiceNow and Microsoft partner to drive innovation in the customer relationship management space?

Kevin is the Deputy Chief Innovation Officer of ServiceNow.

In his role, Kevin drives thought leadership and innovation, communicates ServiceNow’s vision and strategy, helps customers and partners see the art of the possible, and shares how ServiceNow can help the world work better for everyone. Kevin prides himself on being a technology innovator and digital transformation catalyst. 

Prior to joining ServiceNow in 2017, Kevin spent 14 years in various technology leadership roles at General Electric Company. He started his professional life as a journalist before taking his interview and design skills to the IT world right around the time of Y2K. He has worked in startups, e-commerce and other web-based organizations.

Kevin enjoys coaching and mentoring developing leaders. He is also a 200-hr. certified yoga instructor.

Connect with Kevin - Kevin Barnard | LinkedIn

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The gaming industry is a $200+ billion industry, with tremendous opportunity to grow. Being such a massive industry means plenty of customers. As such, it is hugely important for the customer experience to be optimized from the purchase, support and playing of a game. This week, we have a D365 and Gaming industry expert discussing how gaming companies are using D365 and realizing its value.

• What are some top digital transformation trends happening in the Gaming industry?
• How are gaming companies using D365 today?
• Can you please share a customer success story around a Gaming company using D365?

• Business Applications | Microsoft Dynamics 365
• Microsoft Power Virtual Agents, now part of Microsoft Copilot Studio | Microsoft Power Virtual Agents

Justin is a sales leader in the mighty West-Midwest OU in the Business Applications STU focused on West coast (+Colorado, Nevada, etc). He's been at Microsoft for 11 years, starting in support (TAM, Support Seller, Support Sales Manager) for 6 years. He lives in Tacoma, WA and currently lives, breathes, and eats all things BizApps (in addition to having a vibrant family, a passion for triathlon training, and hustling his kids to various after school activities).

Connect with Justin - Justin Raphael | LinkedIn

Don't hesitate to reach out with any questions, comments, suggestions or feedback! We'd love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com

Discover and follow other Microsoft podcasts at microsoft.com/podcasts 

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Without user adoption, the perfect piece of technology is worthless. No matter what the analysts say about a platform, or how much AI is infused into it, if your end users are not utilizing a company's investment into a technology platform, like Dynamics 365, then they're just bleeding money. This week, our guest, Kayla Rohde, Solution Architect at Western Computer highlights some technology and user adoption best practices all organizations can implement today.

• Can you describe your role at Western Computer and provide an overview of what Western Computer specializes in?
• In the context of Dynamics, how are your customers incorporating Artificial Intelligence (AI), considering its growing importance?
• Could you identify common challenges customers face when implementing Customer Engagement (CE) and Field Service (FS) solutions?

• Dynamics 365 reference architectures - Dynamics 365 | Microsoft Learn
• Dynamics 365 Field Service documentation - Dynamics 365 Field Service | Microsoft Learn
• Western Computer | Microsoft Dynamics 365 Gold ERP Partner

"Greetings! I’m Kayla Rohde, a D365 Solution Architect. I've been on an incredible journey working with D365 Applications for the last 8 years. I'm passionate about designing business systems that are efficient, user friendly, and scalable. My best work happens in a team environment where I can collaborate with other creative minds to come up with innovative solutions. Beyond my professional life, I embrace the joys (and dog fur) that come with being a dog mom to Diesel (German Shepherd -11) and Xena Warrior Princess (Aussie Doodle -3). In my free time, I enjoy running around with my dogs, yoga, reading, writing, sharing dad jokes and savoring life's little moments."

Connect with Kayla - Kayla Rohde | LinkedIn

We'd love to hear from you!Don't hesitate to reach out with any questions, comments, suggestions or feedback! We'd love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com

Discover and follow other Microsoft podcasts at microsoft.com/podcasts

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One of the industry clouds supported by the Microsoft Cloud is Healthcare. Within the USA, the US Healthcare expenditure reached $4.3 trillion in 2021 supporting the 304 million people who have healthcare.

It's undoubtedly a massive industry, and in today's market, technology is pivotal to an optimal provider and patient experience. 

Some customers choose to build solutions, while others purchase solutions to help them improve their processes, regulation and overall patient experience. Today, we're going to be interviewing Riann from Neudesic who will educate us on NeuCare, a healthcare industry solution.

• What is the Care Management Platform by Neudesic?
• What are the customer benefits of using this platform?
• Which D365 solutions are used to create this platform?
• Benefits of buying vs building a solution

• Official Microsoft Cloud for Healthcare documentation - Microsoft Cloud for Healthcare | Microsoft Learn
• Reimagining Business In The Digital Age - We accelerate your journey to the cloud and help deliver real digital business transformation (neudesic.com)
• Healthcare & Life Sciences: Managing Data at the Heart of Healthcare (neudesic.com)

Riaan is a Senior Director in Neudesic's Business Application Practice, where he specializes in large scale deployment architecture and industry verticals. He has extensive experience in the healthcare and life sciences, hospitality, real-estate and financial service sectors, and is currently leading the development of Neudesic's community care management and credentialling solutions.

Riaan is passionate about interoperability, platform architectures and whole person care.

Connect with Riaan - Riaan van der Merwe | LinkedIn

Don't hesitate to reach out with any questions, comments, suggestions or feedback! We'd love to hear from you. Send your hosts an email at digestibledynamics@microsoft.com

Discover and follow other Microsoft podcasts at microsoft.com/podcasts 

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