The Record - Issue 20: Spring 2021

29 Flight Centre Travel Group has implemented Nintex K2 Cloud, a digital process automation platform, to improve operational efficiencies and digitally transform its customer experience. Using K2 Cloud the organisation launched numerous automated solutions to improve internal operations and customer-facing processes, including a digital form to help manage the overwhelming cancellation requests received in 2020 due to Covid-19. Leveraged over 60,000 times, the form has helped reduce customer hold times and potential frustrations. Learn how Flight Centre Travel Group transformed its business in the case study on nintex.com . Flight Centre Travel Group uses Nintex K2 Cloud for digital customer experiences At NRF 2021, Microsoft previewed its new Microsoft Cloud for Retail platform. The service is designed to help retailers address business needs by turning data into insights, by connecting experiences across the shopper journey with integrated and intelligent capabilities from Microsoft Azure, the Power Platform, Microsoft 365, Dynamics 365 and Microsoft Advertising. “We’re designing Microsoft Cloud for Retail to give you the flexibility to adopt the capabilities you need to address your most pressing business needs be it better knowing your customers, empowering your employees, creating an intelligent supply chain, or reimagining your business model,” said Shelley Bransten, corporate vice president of worldwide retail and consumer goods at Microsoft. At January’s virtual event, Microsoft also introduced new capabilities in Dynamics 365 to help retailers engage with customers and personalise experiences across digital and physical channels. Alysa Taylor, corporate vice president of business applications and industry at Microsoft, said that the new e-commerce functionality makes Microsoft Dynamics 365 Commerce “the optimal solution for B2B and B2C e-commerce on a single, holistic retail and commerce platform”. Microsoft launches new Cloud for Retail platform Davyn, a Trinidad and Tobago-based Microsoft Dynamics expert, has developed its Social Security Platform to sup- port the evolving needs of Caribbean social security boards. The solution – which is built on Microsoft Dynamics 365 Customer Service, Azure and the Power Platform – provides a full view of each citizen, eliminating siloed processes by having one fully integrated and connected system. Davyn is currently implementing a citizen portal for the Belize Social Security board that will enable online registra- tion, change management, customer service and, in the near future, online claims processing. Davyn transforms Caribbean social security