Modern Business Applications Bootcamp

Get your inside look at the latest trends and best practices shaping Customer Experience (CX) today — and tomorrow.

Recorded live from Sydney at the Customer Experience Reimagined event, join us to learn the latest trends, best practices, and essential insights shaping customer experience.

You’ll hear from Emily He, Chief Vice President, Business Applications Marketing about the latest technology trends businesses are wrestling with, the role of Data and AI in elevating customer experiences and how to fill your pipeline with stronger leads to drive more predictable revenue.

Highlights include:

• Christopher Sozou, Digital Transformation General Manager from Bank of Queensland discusses real world strategies and key learnings on their CX journey
• Jim Nakashima, Partner Head of Product – Dynamics 365 Marketing talks us through the latest capability from Microsoft’s Customer Experience platform including the exciting new ChatGPT integration with Viva Sales

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Find out about our new capabilities, and best practices to deliver exceptional customer experiences and collaboration using generative AI — building towards future growth with today’s leading technology.

Microsoft Technical Specialist Dinesh Pillay will guide you through the latest D365 Copilot Customer Experience capability to help fuel CX transformation, and how these advancements will help you:

• Communicate with customers more effectively with generative-AI
• Get to data insights faster and easier with natural language
• Create relevant, compelling, and personalized marketing content faster

You’ll also have the chance to have your questions answered by Microsoft specialists during the live Q&A session.

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Sellers like to focus on the activities they value most—setting goals, connecting with customers, and building strong relationships. But, too often, they’re caught up in administrative tasks like data collection and entry. To be their best—and to help their sales organization succeed—sellers need to capture and keep up with customer engagement data, all while staying in the flow of work.

Viva Sales revolutionises the way sellers work by allowing them to work in familiar tools like Microsoft Outlook and Teams yet still seeing the value of their CRM data and bringing AI intelligent insight to their door. It automatically captures data and imports it into any CRM system, eliminating manual data entry and giving sellers more time to focus on selling.

Join this session to find out more about Viva Sales and learn how it can help sales teams focus on building relationships by automating and simplifying tasks with AI generated emails, data collection and entry.

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We’re entering the era of next-generation AI that is driving new levels of productivity and efficiency, unleashing new innovations in the customer service space.

More than ever, customers expect fast, accurate answers to their questions, and personalised help right when they need it. Meanwhile, businesses are under pressure to provide exceptional customer service with fewer resources. In this session, you’ll learn how Copilot in Dynamics 365 Customer Service serves as an AI-powered assistant, enabling agents to:

• Resolve issues faster with AI-powered Copilot to diagnose issues, ask follow-up questions, and discover solutions.
• Automate time-consuming tasks with personalised chat or email customer responses with the right tone.
• Generate rich, creative content in context with live conversation and trusted support resources.

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Making an emotional connection with your customer is critical to building loyalty and increasing retention, and your service and support teams sit in a prime spot to enhance that connection for your company—even when things go wrong, and customers need help. Customers today expect a seamless experience:

• 80% of people are more likely to purchase from a company they feel engages with them in a personal way.
• 60% of consumers will sever their relationship if customer service is poor.
• Customers who identify as loyal customers are 5 times as likely to make repeat purchases and 4 times as likely to refer a friend as those who do not.

Microsoft understands the pivotal role service plays for your business. In this webinar you will learn how transforming your field operations by using data and intelligence delivers a seamless customer experience and increases satisfaction.

Join us as we help you reimagine the way you deliver service by framing your entire approach around knowing your customer better to build loyalty and increase retention by unlocking real-time data and customer insights.

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Are you looking to create an empathetic relationship with your customers to leave them feeling special and understood while quickly resolving their issues?

The agent experience is at the heart of Dynamics 365 Customer Service. By providing intuitive collaboration capabilities in a customisable workplace, the agent experience enables you to elevate your team’s effectiveness with productivity tools that deliver seamless, personalised customer experiences across any channel.

Join this session to:

• Learn how to create a deeper understanding of customers and their behaviours and preferences across all touchpoints.
• Hear advice for implementation planning to optimise customer service business processes.
• Maintain your competitive edge, learn how to increase your win rate of offers and lower service costs.

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Are you considering migrating your on-premises Dynamics AX environment to the cloud on Dynamics 365?

In this session, our experts will share their insights and best practices to help you plan effectively and manage your organisational requirements throughout your migration journey to the cloud.

You’ll learn:

• The business value and technology advantage of migrating to the cloud on Dynamics 365.
• How to build an action plan and framework for your organisation, focused on the migration approach, objectives, and crticial project activities to consider for a successful migration journey.
• The technical requirements, migration pathways and tooling to help you move from AX to the cloud.
• How to assess your organisation’s maturity and readiness to create a robust success plan and manage your organisation's migration journey.

You will also hear some customer migration success stories and have the opportunity to get your questions answered.

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Subscription models deliver convenience and personalisation, as well as linking value propositions and pricing to customer usage and outcomes. By focusing on how your customers use your products and responding to that through your updates, releases, value-based pricing, and support, businesses create predictable recurring revenue, ongoing value, and better customer relationships. With constantly changing consumer needs and expectations, there’s an increase in demand for hassle-free experiences.

Join Lak Chahal, President and CEO of Binary Stream Software and Microsoft leaders for this webinar where CFOs and financial leaders can understand the shift in mentality within consumers and organisations going from ownership to access because of the continued momentum of the subscription-based economy.

You’ll learn:

• How to better understand the growth opportunities of subscription models.
• How customers are modernising their financial operations, preventing revenue leakage, and providing access to new business models
• How to take advantage of subscription billing in Dynamics 365 Finance to enable complex billing and pricing scenarios, gain actionable insights, and automate reporting for recurring revenue streams.

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With the critical need for agility and cross-functional collaboration, organisations can gain a competitive edge by utilising the advancements of technology to maximise financial visibility and profitability.

Microsoft Dynamics 365 Finance uses embedded AI and machine learning to unify and automate business processes and improve financial controls to enhance financial decision making. Alongside Microsoft's investments in AI via Copilot across Dynamics 365 and Microsoft 365, explore how our collaborative applications can help turbocharge your finance teams and processes.

Please join us for this session to learn how analytics, automation, and AI can help you achieve next-generational financial dexterity.

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Traditional enterprise resource planning (ERP) is hampering the business success of service-centric organisations, especially with today’s dynamic market environment and business trends. As project-centric business teams are being tasked with improving customer outcomes, service quality, and profitability they are struggling with disparate systems and data silos.

Join this webinar to glean insights from Forrester guest speaker, Margo Visitacion on the Microsoft commissioned study conducted by Forrester Consulting of over 500 respondents across the globe that are adopting new service business models.

Delve into the study results with us, where we will uncover top service-centric trends around:

• Business, societal, and technology disruptions
• Top challenges impacting growth
• Business model innovation
• Technology investments

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Circular supply chains reduce environmental impact while also facilitating economic growth and are one of the top sustainability trends for Chief Supply Chain Officers. Microsoft Dynamics 365 Supply Chain Management enables organisations to design for reuse, minimize waste, and introduce new revenue streams like subscriptions and buyback programs.

Join this session to learn how to design sustainable supply chain operations by leveraging circular economy principles, and how it can benefit your organisation.

You’ll discover:

• The benefits of operating in a circular economy
• Strategies for building a circular supply chain
• The Gartner® Power of the Profession™ Supply Chain Award- winning Microsoft Circular Centers solution, built on Dynamics 365

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Dynamics 365 Finance enables true agility, rapid innovation, and collaboration. To discover firsthand how Dynamics 365 Finance can support the key priorities and processes for finance professionals and functions across your organisation, join our local experts for this live and immersive session.

You’ll have the opportunity to see the solution in action and experience a day-in-the-life showcase, as MSFT and partner experts highlight how Dynamics 365 can optimise key processes that are top of mind for finance stakeholders. The persona-focussed demos will include:

• The Financial Controller focussed optimising business models for growth with agility and speed to insights.
• The Finance Manager focussed the automation of financial operations to expediate daily operations and simplify processes.
• The Practice Manager focussed building and ensuring profitability in a project and services-based business model and organisation.

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Are you interested in learning how to expand your automation capabilities? This beginner session is the perfect place to start.

Whether you’re looking to solve a problem, remove a repetitive task or streamline a manual process, automation can be the low code answer to many organisational headaches.

In this live session, Futureability Director Tony Brooks will take the guesswork out of automation by deep diving on cloud and desktop flows. You’ll learn the differences between them and when to use them. Tony will also explore the role of connectors, APIs, and robots to help you automate quickly, securely and confidently.

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Low code development platforms empower everyone within your organisation to innovate. With drag-and-drop functionality and visual guidance, a few clicks of the mouse are all that stands between you and the creation of an enterprise-grade business app.

But how can you harness this to deliver measurable, meaningful business impact?

Join Matt Noble from Eighty20 Solutions as he explores everything you need to get started with low-code. In this live, interactive session he’ll share:

• An overview of low code and the Power Platform.
• What is a low code platform strategy and why should every company have one.
• How to position the value of a low code platform as part of your IT stack.
• Best practices around applying governance to empower – not stifle – employee innovation.

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Please join us at the June edition of our monthly Power Hour series coming to you live from the Modern Business Applications Bootcamp.

We’ll be joined by special guest Kimberley Morrison, Automation and Platforms Leader at Design, Engineering, and Advisory firm, Aurecon.

Kimberley will share Aurecon’s low-code journey from building their strategy through to realising business value – and the key learnings that can help you get started too.

You’ll have the opportunity to find out:

• How Aurecon got started with low-code.
• Learnings from developing Aurecon’s first low-code apps.
• The approach taken to build the strategy, teams, and skills necessary to create the Aurecon Centre of Excellence.
• Aurecon’s strategy for measuring business benefits and value – from time savings to employee satisfaction levels.

Plus, you’ll have the chance to ask Kimberley all your questions during the live Q&A.

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The creation of business applications by the employees who use them can reap impressive rewards for your organisation.

But it can be tricky to know where to start and how to remain protected on your low code / no code journey.

Join us in this session to discover how to nurture and guide your community of makers, ensuring they're using the tools you've invested in to further the goals of your organisation.

Three reasons to attend this session:

• Learn how to take active steps to nurture and grow a community of low-code developers in your organisation.
• Understand the roles of Microsoft Power Platform, Microsoft Dataverse, managed environments, and other key tools.
• Things you should consider to ensure optimal governance and security.

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Pro-code, low-code or fusion development?

These are three key paths to consider when developing apps, but how do they differ? And how do you determine the best approach for each app?

Join our App Innovation and Power Platform Global Black Belts as they explore the considerations and questions you should ask yourself before getting started on your app development journey. You’ll have the opportunity to ask your burning questions in this live session as our experts share guidance on the key elements of rapid app development, including:

• The role of organisational strategy and investment priorities.
• How to deliver the best possible user experience.
• The important operations considerations to keep in mind.

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Prior planning prevents poor performance, as the saying goes.

Join this session to learn how Microsoft's success planning can help you ensure the successful deployment and adoption of your Microsoft Business Applications. Kelly LaCross, Senior Customer Success Manager, Microsoft, will explore how you can:

• Identify and develop benchmarks against which to measure progress toward the project goals,
• Focus on your company's readiness to transform,
• And learn how to create a working success plan that includes recommendations, specific actions, change management guidance, benefits realisation, and program plan best practices.

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“Price is what you pay. Value is what you get.” Warren Buffet, Investor, Philanthropist.

And value is at the core of the customer journey.

Things change so fast that it’s always a good idea to invest the time to checkpoint that you’re focussed on the right things and zeroing in on the highest value.

Join us in this session if you are interested to assess the usage and value of digital solutions based on your business goals. You will complete the session with a clear understanding of what is value realisation, the building blocks of value, how to create a roadmap to value and how to approach and achieve value realisation.

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Low-code technology is rapidly changing the traditional development landscape.

And the combination of the low-code Microsoft Power Platform and the advanced AI of ChatGPT results in a powerful tool that organisations can leverage to improve efficiency, automate processes, and provide better support to employees and customers.

In this session, we will explore how Citizen Developers can take advantage of both In-Product and ChatGPT AI to enhance the experience of creating solutions.

Three reasons to attend this session:

• You are interested in creating new ways for your team to solve business problems.
• You are searching to enable new ways for end users to interact in a conversational way by using AI in the flow of work.
• To learn how to create apps and automations using natural language.

Plus, you’ll have the chance to ask Kimberley all your questions during the live Q&A.

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Change Management is an essential component of successful organisational change. This critical component helps to minimise disruption, increase adoption, improve communication, mitigate resistance, ensure sustainability, and meet goals and objectives.

In this 45-minute session, we will explore some of the myths that surround Change Management including that it is often perceived as being just about communications and training, that it only involves top-level executives, is done by a single person, and is only for large projects.

Three reasons to attend this session:

• You are interested to develop your knowledge and skills around how to change.
• You would like guidance around the ability to implement desired skills and behaviour.
• You would like the support tools to reinforce the changes implemented.

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Leveraging the right Microsoft Partners for your project is like having a customised blueprint for proven success. The right Partner will bring their knowledge and experience to your project to help guide you through each phase of your journey and help you reach your objectives.

In this panel discussion, we will interview a panel of Experts from the Microsoft Business Applications Community to get their insights on how you can Partner for your Digital Transformation Success. In this business discussion, we will be gaining insights about:

• Where to find the right Partner to best fit with your organisation
• The role of the Microsoft Cloud Partner throughout your journey
• Project planning & budgeting
• Design & implementation
• Training and user adoption
• Planning for the future
• Working with ISV Partners

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