Introducing Microsoft Dynamics 365 Copilot

Introducing Microsoft Dynamics 365 Copilot

Dynamics and Power Platform

Revolutionizing Business Processes with
Next-Gen AI: Introducing
Microsoft Dynamics 365 Copilot

The CRM Team
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March 28, 2023
7 Mins Read

# Dynamics 365, Microsoft D365, Dynamics CRM, Next-gen AI, Microsoft Dynamics 365 Copilot, AI-powered business processes

Microsoft Dynamics 365 Copilot: A Game-Changer in CRM

The world of customer relationship management (CRM) is always evolving. As businesses compete for customer loyalty and attention, they seek new ways to engage, delight, and retain customers. In recent years, artificial intelligence (AI) has emerged as a powerful tool for improving customer experiences and driving growth. Microsoft Dynamics 365 Copilot is the latest and most advanced solution in this space, providing from sales to customer service professionals with personalized recommendations, streamlined workflows, and valuable insights into customer interactions and behaviors.

What is Dynamics 365 Copilot?

Microsoft Dynamics 365 Copilot is a groundbreaking AI-powered solution that offers a wide range of features to streamline and automate various business processes.

Microsoft’s CVP of Business Apps and Platform, Charles Lamanna, recently revealed the release of Dynamics 365 Copilot on March 6, 2023. This revolutionary AI-powered solution is designed to optimize and automate an array of business processes, ranging from financial management and supply chain operations to customer service and sales.

In this article, we’ll delve into the essential features of Dynamics 365 Copilot, uncover the advantages it offers to businesses of all sizes

Let’s take a closer look at some of its key features:

 

Natural Language Processing (NLP)

Dynamics 365 Copilot has the unique ability to understand and respond to natural language queries, making it easier for users to interact with the system using everyday language. This feature eliminates the need for complex commands or programming, allowing users to perform tasks efficiently. For instance, users can simply ask Copilot to create a new invoice for a customer, and the system will automatically generate the relevant document based on data in the chosen ERP system.

 

Predictive Analytics

Another standout feature of Dynamics 365 Copilot is its advanced analytics capabilities. The solution employs machine learning algorithms to analyze vast amounts of data from multiple sources, including transactional data, customer feedback, and social media. With this, Copilot can provide insights and recommendations to help improve decision-making and drive better business outcomes. For instance, Copilot can identify customer complaints’ trends about a particular product, prompting companies to investigate and resolve the issue before it escalates.

 

Customizable Workflows

Dynamics 365 Copilot also allows users to create and customize workflows that align with their specific business processes and requirements. This means that companies can tailor their CRM/ERP systems to their unique needs instead of relying on a one-size-fits-all solution. For example, a manufacturing company could create a workflow that automates the process of scheduling production runs based on demand forecasts and inventory levels. This would help to minimize waste and optimize production efficiency.

When it comes to business success, few things are as important as efficiency, customer experience, data insights, and flexibility. That’s where Microsoft Dynamics 365 Copilot comes in. This AI-powered solution promises to streamline and automate a variety of business processes, making it a powerful tool for companies of all sizes.

 

Let’s take a closer look at the benefits of Dynamics 365 Copilot for your business:

Increased Efficiency

By automating routine tasks and providing insights, Dynamics 365 Copilot can free up your workforce’s valuable time and optimize resources that can be redirected to more strategic activities. This can lead to increased efficiency and productivity across the organization.

 

Improved Customer Experience

Dynamics 365 Copilot can analyze customer feedback and identify trends to help you address issues proactively and improve your overall customer service. This can lead to higher customer satisfaction, increased brand loyalty, and increased revenue and profitability. Additionally, Microsoft is simplifying virtual agent creation for customer service departments using Power Virtual Agents with conversation boosters, which can help customers get fast access to answers from company websites and internal knowledge bases through Azure OpenAI Service and Bing.

 

Enhanced Data Insights

With Copilot’s advanced analytics capabilities, Dynamics 365 Copilot can help companies gain deeper insights into daily business operations and what customers are looking for. This can provide valuable intelligence that can be used to identify new opportunities, optimize processes, and keep you in the know.

 

Greater Flexibility

Microsoft Dynamics 365 Copilot’s customizable workflows and its functionality to integrate with different Microsoft products give businesses greater flexibility and agility in responding to evolving business requirements. This can help organizations future-proof their operations and ensure they enjoy long-term success.

 

Overall, Dynamics 365 Copilot empowers businesses with the latest advancements in AI technology, making it possible to automate tedious tasks and unlock the full potential of the workforce. The solution promises to accelerate innovation, improve business outcomes, and transform the way organizations operate in every line of business.

Connect with Solution Sales Professionals at The CRM Team to understand how you can utilize the power of Dynamics 365 Copilot like many organizations that are taking advantage of OpenAI’s ChatGPT.

 

Learn more about D365 Copilot

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Are you delivering a connected customer experience?

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Customer Engagement Trends

Customer Engagement Trends

Digital Transformation

Customer Engagement Trends

Brands are built on the success of their customer service. Instead of it being a responsive measure to deal with complaints, companies are learning to take personalised, empathetic customer care right to the heart of everything they do. This comes at the right time because customer expectations for hyper-personalised service from businesses continue to increase.

 

Winning the trust and loyalty of customers depends on how well businesses across every industry utilise their customer data and empower their teams to make every digital and physical engagement matter.

 

We are here to help you explore the art of customer service and engagement. We understand the importance of creating a more unified, intelligent data ecosystem to spark innovation across customer service teams. As your customers’ needs evolve, we can partner with you to turn every customer interaction into an opportunity to delight.

 

Create outstanding experiences in the moments that matter

Gaining a customer for life happens when organisations make every interaction matter. Whether that is reacting efficiently to a customer query, complaint, or need, or proactively taking steps to offer a new product or service. The key is to personalise the experience. Better understand your customers to create personalised journeys and lasting brand loyalty.

 

Demand for this bespoke treatment has increased. Today’s expectations are for hyper-personalisation across all channels of engagement between the customer and organisation. This move towards an omnichannel model has increased the scope in which companies can reach customers in new ways.

 

Where should a business start in this vast landscape of customer touchpoints to craft a personalisation strategy that leads to customer delight and long-term loyalty? Let us examine this now.

 

Understand your customers

It takes 12 positive customer experiences to negate the poor impression left behind from a single unpleasant experience. There is no margin for error when it comes to delivering customer care. A crowded marketplace of competitors, coupled with the number of digital channels open to consumers to voice their opinions and experiences with brands (both positive and negative) means that a single missed opportunity to delight a customer can have a significant impact on your brand reputation.

 

Employees use data to personalise the experience of the customer. The goal is to make every customer feel that the service they are receiving is 100 percent customised to them. However, this is not always achievable due to time and budget constraints.

 

Instead, a crucial step is to analyse your own data estate. From your customer relationship management (CRM) system to social channels and customer engagement (CE) platforms. Integrating this data for analysis with a Customer Data Platform (CDP) can help to surface rich insight by creating a single customer view that generates individualised personas.

 

Predicting customer behaviours using these data-driven personas can allow businesses to segment their customers more effectively in order to better align customer treatment strategies.

 

Embrace omnichannel experiences

The ways that customers engage with your business continue to expand. This offers a huge opportunity to benefit from the increased customer data flowing into your business.

 

Unifying this data into a consolidated customer profile that can carry across any customer touchpoint is fundamental to business personalisation efforts. As a result, conversations are more targeted and relevant. Additionally, customer service agents gain a greater understanding of the events leading up to a customer interaction if this unified omnichannel profile is accessible and properly collated.

 

Make the most of innovation to personalise

AI adoption for customer service has been widespread. However, its full potential to drive personalisation lies beyond the simple Q&A functionality that has become a popular standard.

 

Conversational AI’s ability to learn about customer interests and preferences, and then re-engage with personalised product recommendations at key stages of the buying process has become a key personalisation capability for companies to adopt.

 

The more simplistic virtual assistant functionality also has its place. For example, where customers need to action more simple tasks, such as getting an update on an order status. These systems complement the more complex analytical use cases. AI should be thought of as augmenting existing processes that extend the consistency of your company identity.

 

Personalise – but do not overdo it

 

It can be a fine line to tread between providing a customer with bespoke service and appearing to be compromising their privacy. Location-based personalisation techniques such as offers/greetings sent to apps on consumers’ phones when they pass by a store can come off as invasive.

 

At the same time, be as transparent as possible when it comes to informing consumers about how and why their data is used. Regulations like GDPR (General Data Protection Regulation) have helped created industry standards for this. However, companies can always look to bolster trust with their own in-house messaging and policy statements.

 

Do not lose the human touch

The capabilities of AI and data analytics are crucial to developing the insights necessary for understanding customers, building profiles, and offering bespoke offers and interactions.

 

However, businesses should not over-rely on these automated capabilities. The moments that matter are often those of one-on-one human connection. Take time to establish a comprehensive culture of communication that is agile to change. This is essential to empower your customer service agents with the empathetic skills they need to help find resolutions for customers that are personal and valued.

 

Personalise your customer’s experiences

The ways that personalisation will be felt across customer service will continue to evolve. Either from ongoing trends of increasing digital touchpoints or unexpected factors. Being agile to change is key.

 

We work with customers across industries to implement modular solutions that fit into existing customer service ecosystems to unlock new personalisation capabilities.

Why use Dynamics 365?

 

Align sales and marketing

Sales and marketing components can work together to help you better understand a customer’s needs and address those needs through the right marketing channels. Some of the ways these two functions can work together to help you are:

  • Connecting with buyers at the right time and through their preferred channels
  • Determining what types of messages to send to customers and when to deliver them.
  • Prioritising and nurturing the right leads, ensuring a smooth hand-off from marketing to sales.

 

Increase sales productivity

The right CRM software allows your sales team to find, prioritise the right leads, and deliver insights on when and where your sales teams engage with customers. These systems can work together to:

  • Predict future sales and budgets so you can plan accordingly.
  • Help your agents streamline the sales process—from initial contact to closing the deal.
  • Have client data centralised so that agents have access to real-time information and can deliver solutions quicker.
  • Offer your sales staff mobility options that work across browsers and devices.

 

Build better customer relationships

Bringing customer service and sales together helps you determine and predict your customers’ preferences and makes it easier for your buyers to interact and trust doing business with you. When these two solutions combine, they can help you:

  • Get insights into your customers’ journey so you can meet their expectations.
  • Provide mobile applications for your clients and staff no matter what device they are using.
  • Offer customers an easy-to-use, self-service portal so they can be in control of their data and quickly find answers to their questions.

 

Get an end-to-end view of your customers

Turn data into insights to keep your current customers happy or connect with new prospects. Other benefits include the ability to:

  • Track past customer sales and purchase history.
  • Offer benefits to loyal customers.
  • Identify future leads.

 

Use a common platform

CRM takes disparate customer relationship software functions and brings them all together for seamless management. Other common platform benefits are:

  • Customisable dashboards that offer up-to-date business intelligence.
  • Centralised customer data, whether it is on-premises or in the cloud.
  • Options that enable growth into other global markets.
  • Easy integration with other software solutions.

 

Get visibility into customers

The more you know your customer’s preferences, the more likely you are to gain their trust and, eventually, their loyalty. Giving your team visibility into what makes customers tick will give you the inside edge over the competition. Put the customer at the centre of your business with CRM software that helps you:

  • Create customised messages for customers according to their needs.
  • Set up prompts so agents (in the office and field) know how often a customer has been contacted and what information they have received.
  • Learn about how customers prefer to be contacted: social, email, text, or phone.

 

Offer customer portals

Online self-service portals put customers in control of their data, help them learn about product information, and let them track account activity. Companies have grown to realise that as vital as it is to provide their staff with an online company portal, offering it to clients makes it easier to engage with them as well. Here are three other reasons why customer portals for clients make sense:

  • Clients can create and review requests. Whether it is a request for support or order information, you can set up your client portal, so your customers get quick and easy answers. It also cuts down on the number of times that they have to reach out to you to troubleshoot issues.
  • Your customers take charge of their data. Put your customers in charge of updating their own information. Not only will their data be more accurate, but you will also be able to take client data management off your staff’s to-do list.
  • Automated contact. Contact form information used to be dumped into a database, waiting to be accessed by staff when they needed it. You can now automate contact forms for quick customer response, and to kick off nurture campaigns and workflows, too.

 

Marketing: Improve your customers’ journey

Generate multichannel marketing campaigns, nurture sales-ready leads, and align your sales and marketing teams with planning and tracking tools that integrate with your existing apps and services.

 

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2023 release wave 1 plans for Microsoft Dynamics 365 and Power Platform

2023 release wave 1 plans for Microsoft Dynamics 365 and Power Platform

Dynamics and Power Platform

2023 Release Wave 1 Plans for
Microsoft Dynamics 365 and Power Platform

Dynamics 365 and Power Platform 2023 Release Wave 1.

Microsoft published its 2023 release wave 1 plans for Microsoft Dynamics 365 and Microsoft Power Platform on January 25. They comprise a compilation of enhanced capabilities planned to be released between April 2023 and September 2023. The first release wave of this year includes hundreds of updates and enhancements, which demonstrate Microsoft’s continued commitment to empowering digital transformation.

By bridging data, insights, and people silos, this release wave adds value to every role. By enabling AI-guided insights and suggested actions, automating tasks and processes, integrating collaboration into workflows seamlessly, and building low-code solutions, new capabilities empower informed decisions.

A review of Dynamics 365 updates

Dynamics 365 Marketing integrates sales and marketing capabilities to enable marketers and sellers to operate together as a unified team. This wave of features includes new features such as a business-to-business (B2B) analytics dashboard, frequency capping, multiple activation of email recipients, timelines, customizable preference centres, and Urchin Tracking Module (UTM) marketing tagging, so businesses can reach higher levels of marketing maturity by increasing output, improving organizational efficiency, and analysing the impact of their campaigns.
New features in Dynamics 365 Sales include enhanced sequence capabilities that support personalized and account-based engagement, actionable AI-powered suggestions to improve seller workflows, and an opportunity management workspace. Additionally, this wave will include enhanced email templates, content suggestions and text message capabilities, as well as several new abilities for creating, looping, and optimizing sales sequences.
customer service logo
Dynamics 365 Customer Service provides agents with the tools they need to work more efficiently. As a result, voice capabilities have been enhanced, unified routing has been implemented, Microsoft Teams collaboration has been embedded, as well as enhanced elements of the agent workspace such as a case form, timeline, and conversation control. With intelligently suggested replies and robust real-time analytics customized to each contact center, Microsoft will continue to invest in AI throughout this wave.
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This wave of Dynamics 365 Field Service continues to improve the updated schedule board for dispatchers. In addition to that, Microsoft also makes it easy for frontline workers to access their appointments through Outlook. With improved global search capabilities and improved performance and reliability on the mobile app, they can find information faster.
Dynamics 365 Customer Voice invests in functionalities to remove obstacles for customers and focuses on improving the overall usage experience, along with architecture development and stability fixes for survey owners and respondents. A key feature will be enabling employees to record partial survey responses, for example, if a project owner leaves the organization.
With Dynamics 365 Customer Insights, improved data interoperability and governance features will be available, which will allow users to control and restrict access to data, configurations, and actions; enhanced application and enterprise lifecycle management maturity; activation capabilities will be improved with tighter integration with Microsoft Dataverse, and they will receive navigational guidance, AI-powered suggestions, and task assistance, increasing the depth of insight they can gain from the product.
As part of the Dynamics 365 Finance solution, organizations will be able to gain a deeper understanding of their data, continue finance automation, and expand functions into Latin America. As part of the release, additional enhancements will be added to the system, such as further automation of complex tax scenarios and full end-to-end automation of accounts payable and ledger settlements to expedite the close and allow talented finance users to devote more time to value-added activities.
With improvements to omnichannel sales strategies, Dynamics 365 Supply Chain Management continues to deliver increased agility and resilience throughout the supply chain. Dynamics 365 Sales and Supply Chain Management has improved the ways in which attribute-based pricing can be managed, integrated soft reservations can be managed, and end-to-end processes can be integrated more effectively. This wave will focus on investments to increase agility and efficiency for discrete manufacturers, maintenance workers, and warehouse workers as well.
As part of its ongoing investment in capabilities, Dynamics 365 Project Operations is empowering project managers and teams with new features that include extending budgeting and time-phased forecasting to resource/non-stocked deployments and enhancing expense management’s core experiences across the web and mobile devices. In addition to performance and usability improvements, this release wave aims to incorporate modern and fluid controls in sales, billing and pricing, and subcontracting.
Dynamics 365 Guides will continue to invest in technologies to improve the experience of collaboration for HoloLens 2 users. This wave of updates will include improvements in handling incoming calls, join settings, and more accurate mixed reality annotations. Also coming soon will be holographic workflows and features like manipulating a hologram as an operator and taking a photo while in the guide.
With Dynamics 365 Commerce, B2B experiences are being updated and enriched, including the ability to model distributors as sellers, introducing distributor fulfilment dashboards, and improving the out-of-the-box B2B registration flow. Payment flows will be revised and improved, and network health checks will be implemented to diagnose network-related issues that can affect POS and Store Commerce uptime. Asynchronous payment capabilities will also be developed to support Klarna and other “buy now, pay later” methods, as well as real-time ACH banking.
In 2023 release wave 1, Dynamics 365 Fraud Protection will introduce Assessments API, which will allow customers to define their own fraud events (in addition to those covered by Fraud Protection such as Purchase Protection and Account Protection). Through this functionality, customers will be able to configure Fraud Protection to protect against fraud events specific to their business.
Dynamics 365 Business Central will continue to develop enhanced finance capabilities for intercompany transactions as well as several improvements to the management of warehouses for improved customer efficiency. This wave will also provide more default setup data to expedite the onboarding process for customers. Additionally, Microsoft Power Platform and Microsoft 365, including Teams, capabilities will be enhanced to facilitate better reporting, automation, and collaboration.
With Dynamics 365 Connected Spaces, the AI skills detect actionable patterns within a space containing vehicles, whether stationary or mobile, and send alerts and notifications via Teams or Outlook. Microsoft Azure Stack HCI devices will also be released for configuring Connected Spaces for AI models to run at the edge during this wave. This is in addition to the existing Microsoft Azure Stack Edge devices.
Organizations can benefit from Microsoft Supply Chain Center by improving their end-to-end visibility of their supply chain, enhancing AI-based recommendations, and enabling them to collaborate seamlessly with their teams and suppliers on the workflow, resulting in better business processes.

Microsoft Power Platform Updates

As part of Power BI‘s commitment to drive a data culture, it continues to invest in empowering individuals, teams, and organizations. Individual users can easily create their own reports, gain more web parity, and use the Power Query diagram view into BI. Professional teams can take advantage of enhanced meetings and multitasking to work seamlessly.
power apps logo
Power Apps aims to reduce risk for organizations using advanced governance capabilities, ensuring easy onboarding, and using low-code capabilities in a manageable way to scale. With modern experiences for building apps, managing data, and coding logic, makers and developers of all skill levels will be more productive. As a result of modernizing web and mobile experiences, customers will have a fast and enjoyable experience across apps.
power apps logo
Power Pages continues to invest in offering both low-code and no-code development tools as well as professional developer tools. As a result of the new features in this release, designers will be able to have greater flexibility when creating their solutions. Through the Microsoft Power Platform CLI tool and Microsoft Visual Studio Code, professional developers will be able to carry out additional actions and work with code more productively. Meanwhile, administrators will be able to better manage and govern their Power Pages sites.
power apps logo
With Power Automate, the creation of new flows is made easier by using natural language descriptions. The combination of these improvements and other improvements to the user experience means it’ll be easier than ever for new users to get started creating and authoring flows. Among these improvements are the introduction of work queues where automatable tasks can be viewed and managed together, as well as the provision of simplified connection to a machine for desktop flows, eliminating the need for additional installs and password management.
power apps logo
Power Virtual Agents offers a comprehensive unified authoring canvas that Microsoft has designed as its one-stop shop for all bot-building needs. Developers and subject matter experts alike now have the capability to begin building bots today with the public preview. This is thanks to the continued integration with Microsoft Bot Framework and Microsoft Azure Cognitive Services. In this wave, advanced authoring will become generally available.
power apps logo
AI Builder will improve document processing by adding more prebuilt model features like contract processing, personal identification, and the ability to extract fields from documents. Besides offering model governance and licensing, Microsoft is also making it easier to govern the use of AI Builder credits across environments, apps, and flows by improving their admin interface.

Here are the key dates for the 2023 release wave 1.

Milestone Date Description
Release plans available January 25, 2023 Learn about the new capabilities coming in the 2023 release wave 1 (April 2023 – September 2023) across Microsoft Power Platform, Dynamics 365, and Microsoft Cloud for Industry.
Early access available January 30, 2023 Test and validate new features and capabilities that will be a part of the 2023 release wave 1, coming in April, before they get enabled automatically for your users. You can view the Microsoft Power Platform 2023 release wave 1 early access features now.
Release plans available in 11 additional languages February 21, 2023 The Microsoft Power Platform, Dynamics 365, and Microsoft Cloud for Industry release plans are published in Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Portuguese (Brazilian), Spanish, and Swedish.
General availability April 1, 2023 Production deployment for the 2023 release wave 1 begins. Regional deployments will start on April 1, 2023.
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Are you delivering a connected customer experience?

Are you delivering a connected customer experience?

Customer Engagement TrendsThe customer is the centre of every successful business, and digital technology allows you to interact with them in more ways than ever before. It is also important to remember that customers expect more as well. A lot more. Create a bad...

Top ecommerce trends for 2023

Top ecommerce trends for 2023

Digital Transformation

Top ecommerce trends for 2023

ECommerce is one of the most rapidly evolving industries in the world. In order to remain relevant and competitive, businesses must stay up to date with the latest eCommerce trends as well as the ever-changing expectations of their customers. You risk losing sales if you fall behind.

A revolution has taken place in retail because of e-commerce. With its evolution, online shopping has become easier for modern-day consumers and has met their changing needs.

In its early years, ecommerce had relatively limited capabilities. Those days are over. Whether it is customied products, improved return policies, or improved integration, all these changes (among others) have revolutionized ecommerce. And the ecommerce industry will only continue to evolve in 2023.

 

In 2023, take advantage of these emerging trends in ecommerce to take your business to the next level.

Personalisation is essential

In any industry, whether it is business-to-business or business-to-consumer, you need to personalize your communications. No matter how you use it, whether in marketing or on your eCommerce site, it can result in more sales. It is expected that eCommerce brands will leverage data for more than just insights in the next few years. Online stores will use customer data to expand their product range and to see where and how they can improve the customer experience.

Artificial Intelligence adoption

The concept of artificial intelligence (AI) refers to the development of technology that mimics human intelligence. By learning and adapting to consumer behaviour, it can produce more accurate and valuable results. The adoption of AI technology can enhance the buying experience for customers. It is predicted that AI will be a major player in eCommerce in the future. Many leading brands and companies invest continuously in artificial intelligence.

A significant percentage of businesses use AI for personalization (70%) and site search (54%).

It is evident that personalization is a trend that’s gaining traction steadily. Through personalization, users can receive suggestions for products and targeted emails based on previous activities. Personalized customer experiences help businesses attract and retain customers without using additional marketing techniques.

Site search powered by AI utilizes machine learning and natural language processing (NLP) to determine the intent behind the search query and to provide the most relevant results.

Thanks to the advancement of artificial intelligence, shoppers can conduct searches using images instead of typing keywords.

 

The evolving role of social media in ecommerce

A rapid rise in social shoppers is also evident. Ecommerce has taken off with the introduction of Facebook and Instagram Checkout’s Buy button. The use of social media has transformed the way we live our daily lives, including how we shop. For brands, this is an opportunity to improve their social media presence, which is an excellent platform for brand discovery.

Through these social media platforms, brands can gain visibility and inspire people while scrolling through their feeds. The power of social media to influence ecommerce trends will only increase as it becomes a regular feature of our lives. As a result, brands need to adopt a social media strategy that focuses on the shopping experience.

The importance of omnichannel selling cannot be overstated

Multichannel sales are no longer a luxury – they are a necessity in today’s business world. The fact is consumers purchase products through a variety of channels. It is vital that businesses reach their customers where they are.

As increasingly new selling channels emerge, omnichannel selling has dominated eCommerce since 2022 and will continue to do so in 2023 and beyond. Retailers are challenged to provide a consistent yet diversified shopping experience across all channels, whether in-person, online, or via a mobile app.

 

The future of shopping is virtual reality (VR)

Ecommerce storefronts that offer creative and innovative VR experiences will drive consumer adoption. To make an informed purchasing decision, people are concerned about the inability to physically see the products This gap can be bridged by virtual reality technology, which allows online shoppers to better visualize the products in which they are interested.

The impact of this could be profound for ecommerce businesses. A VR/AR experience can shift the perception of products online customers intend to purchase. With virtual reality, you can help your customers better understand if your products meet their needs.

The use of virtual reality is not only enhancing the customer experience, but also allowing shoppers to evaluate and explore products in the same way they would during an in-person shopping experience.

Conversion Rate Optimization

One of the essential tasks when running an eCommerce website is to convert your traffic into purchasing customers. Applying conversion rate optimization (CRO) encourages site visitors to buy your products or sign up for your newsletter.

The future of CRO is customer centric. More marketers will focus on discovering what attracts visitors and what prevents them from taking action, guaranteeing the best user experience possible.

Optimizing the eCommerce site’s performance is a great starting point. Business owners should strategize their eCommerce developments and optimise every customer touchpoint.

Support when not online with a chatbot

Recently, chatbots have gained popularity for their ability to communicate effectively and quickly with people as well as their ability to provide businesses with time and resource savings.

HubSpot’s survey found that 90% of customers prefer “immediate” responses to marketing and sales questions. And 60% of customers defined “immediate” as 10 minutes or less. You know what this means – If you don’t respond to your customers’ queries quicker than your competitors, you might lose a chance to sell.

Because of that, increased store owners are using chatbots as “assistants” for their customer support team. The bot is online 24/7 and can be set up to answer present and frequently asked questions from your customers.

Thanks to technological advances, chatbots can provide more tailored service and product recommendations, making the shopping process more efficient and more enjoyable. This is a promising eCommerce trend that will explore in 2023!

 

With the advancement of technology and changes in consumer behaviour, one must keep an eye out for these ecommerce trends in 2023. Whichever ecommerce trend you decide to adopt, do it with the aim of improving the shopping experience for your customers and building a long-lasting relationship with them.

Take your ecommerce evolution to the next level by evolving with it side-by-side and taking advantage of these ecommerce trends.

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Are you delivering a connected customer experience?

Are you delivering a connected customer experience?

Customer Engagement TrendsThe customer is the centre of every successful business, and digital technology allows you to interact with them in more ways than ever before. It is also important to remember that customers expect more as well. A lot more. Create a bad...

Artificial Intelligence (AI): 6 trends to watch for in 2023

Artificial Intelligence (AI): 6 trends to watch for in 2023

AI & Data Analytics

Artificial Intelligence (AI):
6 trends to watch for in 2023

In 2023, some fascinating artificial intelligence trends may be able to show tangible growth, according to artificial intelligence trendsetters.

 

IoT and AI will lead to more advanced devices

2022 was a year of tremendous interest in the subject. There will be no difference in 2023; the world will be more reliant on smart devices.

While artificial intelligence and the Internet of Things (IoT) appear to be separate topics, combined, they can significantly enhance business outcomes. Technology experts consider both technologies an opportunity for innovation, product improvement, and competitive advantage.

 

An Insight into 2023’s AI Technology Transformations

AI technology trends in 2023 will leave both industry and consumers intrigued. One thing is certain: artificial intelligence has limitless potential. According to Sundar Pichai, the CEO of Alphabet (Google), “AI will have a greater impact on humanity than fire, electricity, and the internet.” The possibilities are endless, from personalized marketing to remote documentation.

In the midst of the technological revolution, industries worldwide are undergoing digital transformations. According to International Data Corporation (IDC) research, artificial intelligence spending will surpass $500 billion globally by 2023. Every sector and the world at large will be reshaped by AI’s widespread applications.

Below are some major trends in 2023 that will have a lasting impact:

1. The intersection of artificial intelligence and cybersecurity

With the growing use of AI in security operations, automated defences against cyber threats will continue to develop naturally.

The use of artificial intelligence (AI) in cybersecurity extends far beyond its predecessor, automation, and is used to perform routine data storage and protection functions. Cybersecurity artificial intelligence, however, goes beyond this and supports more complex tasks.

An example of an application of advanced analytics is the detection of ongoing threats or suspicious trends. Despite this, not all news is good. It will be a never-ending game of cat and mouse between cybercriminals and organisations as AI becomes more prevalent. Therefore, firms who are concerned about staying in business must begin integrating AI into their cybersecurity as soon as possible.

2. Natural Language Processing (NLP) Will Replace Typological Methods

At present, natural language processing is the most widely used AI mechanic because it comprehends human speech without requiring text input. Additionally, this technology analyses and converts different languages into computer codes that enable apps and websites to run efficiently. YouTube has adopted this AI-powered NLP technology to allow users to search, play, and access other controls via voice commands.

3. The popularity of Predictive Analysis

One of the most fascinating areas of artificial intelligence is improving predictive analytics, which has applications across a variety of academic sectors. It makes predictions about the future based on previous data using data, statistical algorithms, and machine learning techniques. The goal is to accurately anticipate the future using data from the past. The rise of predictive analytics is not something that happened overnight; rather, its history shows that it has only recently been gaining traction.

4. Enhanced working conditions

Our jobs will become more efficient and more effective with the help of robots and smart machines in 2023. This could be in the form of smart devices providing access to data and analytics instantly. Both retail and industrial workplaces are increasingly using this type of technology. AR-enabled headsets could overlay digital information on the world around us. As an example, real-time information could be provided to assist us with identifying hazardous conditions in maintenance or manufacturing – such as showing when a component is hot or a wire is likely to be live. In the future, management and leadership teams will have access to real-time dashboards and reporting, which will allow them to keep track of operational efficiency in real time. As AI-powered virtual assistants gain prominence in the workplace, they will be able to answer questions quickly as well as suggest more efficient methods of accomplishing tasks. As a result, developing the ability to work with and alongside intelligent, smart machines will become increasingly necessary to succeed in the workplace.

5. Adaptive AI Sharpens and Elevates Customer and Brand Experiences

With the aid of artificial intelligence, leading retailers are improving operational efficiency and customer service. Instead of being just transaction centres, retail stores are increasingly becoming focal points for brand awareness and customer experience. Adaptive AI will drive this transformation. One of the biggest growth areas will be frictionless shopping with computer vision and edge-based AI systems that will reduce wait times and ease hassle. With on-premises infrastructure, future retail stores will also be able to tailor seamless customer journeys and deliver hyper-personalized recommendations.

A physical store’s in-store analytics will provide intelligent insights based on dwell time across different aisles. The integration of past shopping histories across multiple channels and factoring in demographic profiles will enhance the customer experience and make experiential shopping highly immersive and enjoyable for them. In addition to omnichannel management, adaptive AI will provide highly contextual assistance. Conversational AI, coupled with emerging technologies like AR and VR, will augment the capability of store employees to redefine the shopping experience entirely in brick-and-mortar stores.

6. Ethical and Explainable AI

The growth of more ethical and explainable AI versions is fundamental for a number of reasons. AI requires information to acquire, which repeatedly requires private information. For countless of the potentially more useful and significant AI use cases, this may be extremely sensitive information like health or financial details. If we, as a society, don’t believe in AI or can’t figure out how it makes decisions, we simply won’t feel really safe handing over our details. The entire system will come to an end. In 2023, AI will make strides to overcome the “black box” issue of AI.

The people responsible for putting AI systems in place will work more vigorously to ensure they have the ability to clarify how decisions are formulated. This will enable them to clarify what details have been used to reach those conclusions. The part of AI ethics will become more prominent, too, as organizations get to grips with eliminating bias and unfairness from their automated decision-making systems. Biased information has already been displayed to lead to prejudice in automated results. This can potentially lead to discrimination and unfair treatment. This simply won’t be acceptable in a world where AI plays a significant role in decisions entailing employment and access to justice or healthcare.

It’s an exciting time to be in AI, and 2023 will be no different. As responsible AI makes its way into practice and generative AI continues to grow, we can expect many new interesting and innovative use cases soon. As a society, we’ll need to pick between the good and bad ones and help people adjust to this fast-changing world.

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