A great service experience makes a customer for life. A bad one risks churn towards the competition. 83% of customers agree that a good experience turns them into life-time customers. 96% will leave your business if you deliver poor customer service.
But is your service team equipped to make the right business impact?
Do you offer personalized self-service options? Are your call agents set up to offer a fix on first contact? Are your technicians in the field optimally scheduled and on top of their game?
| 13:00 | Welcome |
| 13:30
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Microsoft Keynote: Modernize operations with AI-powered solutions
Transform the way you serve customers through AI-powered solutions that personalize engagement across every touch point, help service teams work smarter, and drive operational efficiency. |
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Deep dive in Dynamics 365 Customer service & Field Service
Our experts will show you how you can personalize the service experience for your customer by smart applications that are aware of the user’s context. You’ll learn Dynamics 365 makes your service business fast and lean. You’ll discover how to switch from expensive reactive service delivery to a pro-active data-driven model.
Kevin Aelbrecht – Net IT Dynamics 365 Service specialist & Jonathan D’Haene – Microsoft |
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Successful Dynamics 365 deployment through co-creation approach
At Net IT we successfully launched many customer service and field service projects for corporate and enterprise customers. We’ll let you in on our unique approach of design thinking and co creation and give examples of projects at companies such as Niko, Infrabel, De Vlaamse Waterweg, Automatic systems etc.
Kristof D’Hoosche – Net IT Strategic Partner Manager |
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Business Case: Agfa streamlines service operations with Dynamics 365
Agfa is a Belgian international company that develops, manufactures, and distributes analogue and digital imaging products, software, and systems globally. Alex will share his experience on the Net IT co-creation process and how Dynamics 365 improved customer service.
Alex Fedanov – Head of IT Agfa |
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Copilot for Service & Custom Copilot development
Dynamics 365 Service has embedded generative AI features but what about your users who don’t need access to Dynamics 365 as such but are in a service role? Here the Copilot for Service assistant can offer an intelligent solution to disclose information and if that’s not enough you can develop your own custom GenAI Copilot to loop in other third party information sources. |
| 17:00
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Network drink & tapas
Yes, it will have been a lot to take in. That’s a promise! And although you’ll have learned a lot of new things you’ll also have a question or two for our experts and speakers. We suggest you chat them up during some nice food and drinks. |
All sessions wil be given in English
🗓️ Tuesday 19 november 2024
🕟 13:00 tot 17:00
📍 Microsoft Belux – Luchthaven Nationaal 1k, 1930 Zaventem (Maps)
👪 Intended audience: CIO, COO, Chief Service, CFO, CEO
🏢 The demo’s and business processes in this event are focused towards the challenges and needs of large and enterprise size corporations.