The Record - Issue 18: Autumn 2020

39 For many business leaders, technology such as AI, robotic process automation and machine learning are hot topics which, in reality, they are still struggling to position within their organisation – despite understanding the potential benefits. How is Dynamics 365 con- necting customers with these new forms of disruptive technology and where are those cus- tomers seeing the biggest wins when it comes to improved customer service, increased sales and greater cost efficiency? Our aim with Dynamics 365 is to help our customers solve business problems and address needs that unlock significant value. That requires, as we discussed, this new class of data- first app. We bring the right technology for the right problem, seamlessly embedded within the business application, ready to configure or use directly in some cases. For instance, we have deep AI models infused across our applications, such as conversation intelligence in customer service. We have easy- to-use IoT scenarios in our Supply Chain and Field Service applications to allow organisations to detect anomalies. We have world class com- puter vision models in our Connected Store app, enabling customers to leverage in-store cameras for insights into foot traffic, shelf void detection, and Covid-19 scenarios such as social distanc- ing. Enabling organisations to transform with easy-to-set up, high value scenarios is a core promise of Dynamics 365. 2020 has seen Covid-19 impact commercial and civic delivery at the most fundamental levels. At a time when business and community lead- ers worldwide are responding to the pandemic, recovering ground lost to enforced lockdown and looking at ways to reimagine their activities to succeed in this emerging ‘new normal’, where will Dynamics 365 offer the greatest gains? Our customers are leveraging Dynamics 365 and Power Platform to solve immediate chal- lenges and to rethink fundamental infrastructure, business models and processes to infuse more resiliency into every layer of the organisation. Right now, the Dynamics 365 and Power Platform teams are working closely with “Our goal is to help organisations democratise innovation and workflows that accelerate transformative experiences”