Back in the Spring, we gave a brief overview of the 2022 Release wave 1 plans, with a strong theme on collaboration and personalisation across all three suits; sales, marketing and customer service. AI-powered technology is really delivering in this second wave and used to enhance the buyer journey and customer experience.
And we’re pleased to announce that the 2022 release wave 2 plans for Dynamics 365 have now been released – Woohoo! Though these won’t begin to come through until October of this year, the changes will last until March.
Dynamics 365 Release Wave 2 highlights
Dynamics 365 Marketing
As any marketer knows, hyper-personalisation is a big deal and aligning your content to the buyer journey is a sure way to create high-value customer experiences and enhanced buyer journeys. There is a whole host of new features coming that will enable users to do just this. Including intuitive lead capture forms, hands-off automation for lead nurturing, and a new analytics dashboard will plug that gap between sales and marketing and ensure alignment and collaboration between teams. Not only that, but AI-powered content selection will enable marketers to take content distribution to a new level.
Dynamics 365 Sales
The Sales module continues to optimize the seller experience using data and AI. So that sellers can prioritise work, collaborate effectively with colleagues and engage with customers in an effective and productive manner.
Dynamics 365 Customer Service
The changes in Customer Service are around helping contact centres operate optimally with new features that route calls to agents more efficiently. And in Teams, ‘customer support swarming’ will help agents resolve complex cases through collaboration. An enhanced conversation timeline, AI-powered conversation summary and other features will improve and modernize the agent experience.
We’ll be sharing further updates in time, so watch this space. To dive into more detail, check out these Microsoft links:
Or read the full release wave 2 two article:
About Rocket CRM
Rocket CRM is a Microsoft Dynamics 365 and a Platinum ClickDimensions accredited partner, helping small to medium-sized businesses and charities harness the power of scalable CRM technology. Our mission is to make powerful CRM software simple with custom-built, user-focused solutions.