>> THANK YOU FOR JOINING US.
ACTUALLY IT'S A BIG DAY FOR DYNAMICS 365.
WE ANNOUNCED THIS MORNING A NUMBER OF NEW PRODUCTS.
HUNDREDS OF NEW CAPABILITIES FOR DYNAMICS 365.
AND SO WE'RE GOING TO SHARE SOME OF THAT WITH YOU
BRING TO LIFE IN TERMS OF OUR PRODUCTS SOME OF
SOLAR ENERGY AND CONTAINERS.
AND SO A LOT TO SHOW YOU AND A LOT TO TELL YOU.
I DON'T WANT TO REVISIT WHAT JEAN-PHILIPPE SAID
IS REAL ACROSS EVERY SINGLE INDUSTRY THE CHANGES
OUR CUSTOMERS, THE NATURE OF OUR PRODUCTS, IT'S
AND AS COMPANIES DO THAT, INDUSTRIES ARE LITERALLY
YOU LOOK ACROSS JUST ABOUT EVERY INDUSTRY AND THE
BUSINESS IS RUN, THE WAY PRODUCTS ARE DELIVERED,
AND ONE OF THE QUESTIONS THAT WE FREQUENTLY GET
DOES DIGITAL TRANSFORMATION MEAN YOU'LL GET TWO
PEOPLE YOU'LL GET TEN ANSWERS.
ONE OF THE QUESTIONS WE FREQUENTLY GET IS HOW DO
WHAT DO WE DO NEXT?
WHAT'S THE PRESCRIPTION FOR DIGITAL TRANSFORMATION?
HOW DO YOU MAKE IT REAL AND LESS ABSTRACT?
AND SO WE'VE CREATED THIS POINT OF VIEW ABOUT DIGITAL
AND WE'VE SORT OF ORIENTED OUR ENTIRE INNOVATION
SO LET'S GO THROUGH 3 THINGS.
THE WAY THAT YOU ENGAGE YOUR CUSTOMERS, THE NATURE
PEOPLE WE NEED IN OUR COMPANIES AND HOW YOU GO
INSTEAD OF THE COMPETITION AND MAKE THEM SUCCESSFUL
WE'LL GO THROUGH EACH ONE OF THESE IN SUCCESSION.
SO YOU TALK ABOUT DIGITAL TRANSFORMATION AND IT
DATA IS AT THE CENTER.
DATA IS EVERYTHING, FRANKLY, IN DIGITAL TRANSFORMATION.
AND WHAT'S CHANGED IN THE WORLD IS THAT DATA IS
EVERY TIME I TWEET.
EVERY TIME I SHOW UP AT A WEBSITE.
EVERY TIME I WALK INTO A STORE.
EVERY TIME I USE A CONNECTED PRODUCT, THERE'S DATA
AND THAT'S FUEL THAT IF YOU TAKE IT AND ANALYZE
ABOUT IN THIS CASE YOUR CUSTOMER, WHAT ARE THEIR
WHAT'S THEIR INTENT.
AND IF YOU TAKE THAT INTELLIGENCE AND THEN BAKE
THE ABILITY TO ENGAGE FAR MORE INTELLIGENTLY THAN
AND REALLY THAT'S SORT OF THE ESSENCE OF WHAT WE'RE
TO TAKE DATA FROM THESE OBSERVATIONS AND INTERACTIONS,
POWER BUSINESS PROCESSES.
TWO THINGS HAPPENING ON THE CUSTOMER SIDE.
AND, BY THE WAY, THIS WHOLE CUSTOMER ENGAGEMENT
AND HISTORICALLY CRM HAS BEEN AN APPLICATION CATEGORY
YOU ARE IN MY CRM SYSTEM IF I KNEW YOU IF I HAD
OF YOU BUT BACK TO THE TWO THINGS THAT ARE CHANGING,
IN ANONYMOUS FORM.
WHEN YOU SHOW UP TO MY WEBSITE YOU'RE JUST A COOKIE
OR YOU'RE A TWITTER HANDLE TALKING ABOUT MY BRAND
THAT AND ACTUAL IDENTITY.
AND SO THE ABILITY TO ENGAGE OUR CUSTOMERS OR OUR
AND YET STILL RETAINING AND BUILDING A RECORD
THE DIVIDE TO A KNOWN OPPORTUNITY THAT YOU CAN
RELATIONSHIP, CORE TO SORT OF THIS CHANGE IN CUSTOMER
NOW, ON THE PRODUCT SIDE, SAME SORT OF THING IS
AND THIS I WOULD SUGGEST IS LARGELY THE ERP DOMAIN,
CHAIN.
YOU MANUFACTURE.
YOU WAREHOUSE THE PRODUCTS.
YOU DISTRIBUTE THROUGH YOUR DISTRIBUTION CHANNELS,
BUT IN THAT WORLD, IN THE OLD WORLD, OLD AS IN
LEFT YOUR WAREHOUSE AND HIT YOUR DISTRIBUTION
THE ONLY WAY YOU GOT ANY INSIGHT INTO THE USE OR
INSPECTION.
TOTALLY DIFFERENT NOW.
EVERYTHING's CONNECTED.
I'VE GOT A STREAM OF INFORMATION COMING BACK NOW
WHETHER THEY'RE CAPITAL EQUIPMENT, TELLING ME
OF THESE PRODUCTS.
THE SAME THING WITH SERVICES.
YOU KNOW, IF YOU THINK ABOUT THE TAXI INDUSTRY,
ON A STREET CORNER AND HAIL A RIDE AND THAT WAS
FAR AS THE TAXI COMPANY WAS CONCERNED, BETWEEN
NOW I PULL OUT A PHONE AND I ASK FOR A RIDE AND
AND IT KNOWS WHO IS AVAILABLE.
AND IT KEEPS TRACK OF WHERE I GO AND THIS DATA
THAT ARE DIGITALLY INTERMEDIATED.
THAT HAS HUGE, FUNDAMENTAL IMPLICATIONS FOR WHAT'S
YOU CAN LEARN FROM THE ACTUAL USE OF YOUR PRODUCTS
QUALITY ISSUE.
YOU CAN WATCH THE USE OF CONSUMABLES AND PREDICT
WHAT YOU KNOW WILL BE COMING DEMAND.
YOU CAN FIND OUT EARLIER THAN YOU COULD BEFORE.
IN FACT, YOU CAN FIND OUT IN A WAY THAT YOU NEVER
GOING SIDEWAYS ON YOU BEFORE IT ACTUALLY BREAKS
GO DO MAINTENANCE TO KEEP THE CUSTOMER HAPPY.
SO THINKING DIFFERENTLY ABOUT WHAT'S POSSIBLE ON
NOW I'M GOING TO SUGGEST THAT THESE TWO THINGS
IF I'M WATCHING THE USE OF A PRODUCT OR SERVICE
USING THAT PRODUCT OR SERVICE AND SO THESE LOOPS
AND I'M GOING TO GO ONE STEP FURTHER AND SUGGEST
INEXTRICABLY LINKED.
SO THINK ABOUT THE WORLD WE'RE MOVING INTO.
WE'RE ALL COMPETING FOR THE SAME TALENT.
WE'RE LOOKING FOR PEOPLE WHO CAN EMBRACE DIGITAL
CAN INTERACT WITH CUSTOMERS AND INTERACT WITH
BEFORE.
AND SO FINDING THOSE PEOPLE, CONVINCING THEM TO
THEM, CONNECTING THEM THROUGH DIGITAL MEANS WITH
IN ORDER TO BE SUCCESSFUL IN THIS TRANSFORMED
AND I ARGUE THAT THIS, TOO, IS CONNECTED.
I HAD A MEETING WITH THE CEO OF METRO BANK, ONE
SORT OF DROVE THIS HOME FOR ME.
HE HAD JUST COME BACK FROM SORT OF A TOUR OF ALL
AND WAS ASKING EMPLOYEES SORT OF HOW ARE THINGS
THE EMPLOYEES WANTED TO TALK ABOUT THIS THING
GREET.
IT'S A POWER APP.
AND YOU'LL SEE A POWERAPPS TODAY.
IT ALLOWS A GREETER IN THE RETAIL BANKING BRANCH
DOOR.
IT'S A MOBILE APPLICATION THAT GIVES YOU INSIGHT
SUGGESTIONS ON PRODUCTS AND SERVICES THAT MAY BE
YOU CAN DIRECT THEM TO THE RIGHT QUEUES.
YOU CAN TELL THEM HOW LONG IT'S GOING TO TAKE BEFORE
YOU CAN TEXT THEM AND IT'S AVAILABLE ON THE WEB
THIS APPLICATION VERY EXCITING FOR THE EMPLOYEES
BUT THE OTHER THING THAT SORT OF CONNECTS THIS
CUSTOMER AS THEY GO ENGAGE WITH A BANKER, CROSS-SELLING
TAKING TO FILL OUT A MORTGAGE APPLICATION OR SAFETY
AND THIS INSIGHT ALLOWS YOU TO CONNECT THE DOTS
THE EMPLOYEES DELIVERING THOSE CONNECTED SERVICES
AND SO ALL OF THESE PROCESSES ARE CONNECTED.
AND IF YOU LOOK AT DYNAMICS 365, WE HAVE TAKEN
OF SERVICES THAT ARE CONNECTED AND HOLISTIC, YOU'RE
DRIVE A TRUE DIGITAL TRANSFORMATION OF YOUR BUSINESS.
AND SO WE'LL TALK ABOUT DYNAMICS 365 AS IT SPANS
TALENT, RETAIL AND WE'LL TALK ABOUT THE PLATFORM
BUT THE MOST IMPORTANT THING THAT I WANT YOU TO
NOT JUST ABOUT DYNAMICS 365.
IT'S ABOUT THE LARGER MICROSOFT CLOUD.
THAT'S WHAT REALLY SETS US APART FROM EVERYONE
THE ABILITY TO TAKE LINKEDIN AND OFFICE 365 AND
LARGELY BUILT BY THE WAY, A LOT OF THIS IS SORT
BEEN BUILT IN A LAYERED FASHION TO COMPOSE INCREDIBLY
EXPERIENCES THAT ARE SYNERGISTIC AND THAT FEEL
AND SO AS WE GO THROUGH THE DEMOS THAT WE'RE GOING
NOT JUST DYNAMICS, BUT SHOW YOU HOW ALL OF THESE
WAY, OUR PARTNERS, ADOBE, DAVE WELCH IS HERE A
HE'S GOING TO SHOW OFF HOW THEY'RE PART OF THIS
DIGITAL FEEDBACK LOOP CONCEPT.
SO LET'S TALK ABOUT DYNAMICS 365 FOR A MOMENT AND
WE TALK ABOUT FOUR CHARACTERISTICS.
WHAT MAKES DYNAMICS, DYNAMICS, IT'S THESE FOUR
ADAPTABLE.
AND WE'LL GO THROUGH EACH ONE OF THESE AND TALK
NOW, BUSINESS APPLICATIONS I'M GOING TO ARGUE HAVE
YOU GO BACK AND YOU LOOK AT MAINFRAMES, MINI COMPUTERS,
SOLUTIONS AND IT'S THE SAME OLD, SAME OLD.
YOU MAY HAVE BEEN LOOKING AT A GREEN SCREEN OR
AT THE SAME THINGS, FORMS OVER DATA, RECORD-KEEPING
WERE.
THEY WERE RECORD KEEPING SYSTEMS.
PEOPLE CALL CRM.
I'VE GOT A FRIEND WHO LOVES TO TALK ABOUT SYSTEMS
BEEN ABOUT ALLOWING SALESPEOPLE TO GIVE UP INFORMATION
TRACK THEIR PIPELINE AND TO UNDERSTAND A FORECAST
NO ONE LIKES THIS.
I'VE NEVER MET A SALESPERSON WHO WANTS TO OPEN
BUT IT'S TRUE.
WE'RE ON THE VERGE OF SOFTWARE SYSTEMS BUSINESS
FOR THE FIRST TIME.
WHERE YOU'VE GOT CURATED EXPERIENCES THAT ARE MOBILE
INTELLIGENCE THAT ARE CONNECTED TO SOCIAL NETWORKS
ACTUALLY HELP YOU SUCCEED.
THAT YOU WANT TO USE.
NOT BECAUSE THEY'RE MONITORING YOU, BUT BECAUSE
SUCCESS.
THAT'S TRANSFORMATIVE.
AND THAT'S WHAT WE MEAN BY MODERN.
BOTH IN TERMS OF WHAT'S PROVIDED AND HOW IT'S PROVIDED
SOME OF OUR DEMOS.
ONE OF THE THINGS THAT WE SORT OF CALL OUT ABOUT
RIPPING AND REPLACING YOUR CORE SYSTEMS.
DYNAMICS 365 IS MODULAR.
YOU CAN DECIDE THAT YOU WANT TO GO ATTACK YOUR
IN THAT DOES JUST THAT, WORKS WITH WHATEVER ELSE
SERVICE OPERATION OR YOU CAN GO TRANSFORM HOW
YOU CAN START WHERE YOU WANT, BUT THE IMPORTANT
THE MORE YOU USE, THE MORE SYNERGISTIC VALUE YOU
DATA SUBSTRATE.
AND ONE OF THE ANNOUNCEMENTS THAT WE MADE TODAY
DATA SERVICE FOR APPS AND THE COMMON DATA SERVICE
AND TIES THEM TOGETHER SEAMLESSLY AND WITHOUT
SO IF YOU'RE MAKING A SALE OUT OF DYNAMICS 365
GOING TO DELIVER A PIECE OF FACTORY EQUIPMENT
AND YOU'RE NOT MAKING THINGS UP.
SO CONNECTING THESE SYSTEMS TOGETHER ON TOP OF
IS SORT OF CORE TO THE SYSTEM.
NOW, IT'S NOT JUST DYNAMICS THOUGH.
OFFICE 365 ALSO BUILT ATOP THIS COMMON DATA PLATFORM
STRUCTURED BUSINESS PROCESSES, BUT YOUR COMMUNICATION
E-MAILS.
MEETINGS.
DOCUMENTS.
INTERACTIONS AND COLLABORATION, BRINGING THAT INTO
TO GAIN INTELLIGENCE AS WE'LL TALK ABOUT NEXT.
LINKEDIN.
SO NOW WE'RE BRINGING DATA THAT'S NOT JUST YOUR
OUTSIDE THE FOUR WALLS OF YOUR COMPANY.
UNDERSTANDING THE RELATIONSHIPS THAT YOUR EMPLOYEES
MAY HAVE WITH ONE ANOTHER AND THIS IS AN OPEN
SO OUR PARTNERS, TOO, ARE EXTENDING THE COMMON
OFFERING SOLUTIONS THAT JUST WORK WHEN YOUR DATA
AND WE'LL TALK ABOUT WHAT ADOBE IS DOING IN JUST
PARTNERS.
WE ALSO ANNOUNCED THIS MORNING QUNA MUTUAL, A LEADING
COMPANY IN THE UNITED STATES OUR FIRST PARTNER
NOT JUST FOR MARKETING SALES SERVICE OPERATIONS
BUT INTO THE FINANCIAL SERVICES INDUSTRY WHERE
THAT ARE INDUSTRY-SPECIFIC ALLOWING OUR CUSTOMERS
DATA.
NOW, DATA IS IN A VACUUM OR UNPROCESSED OR UN
I'LL JUST CALL IT WITHOUT IT IS.
DATA IS LIKE A TREE FALLING IN THE FOREST.
DID IT REALLY MAKE A SOUND, DID IT REALLY CREATE
SO THE MOST IMPORTANT PART OF ALL OF THIS DATA
TO GAIN INSIGHTS, TO GAIN INTELLIGENCE IN ORDER
THAT WE TALKED ABOUT EARLIER IN THE CONVERSATION.
THIS IS AN AREA WHERE I'LL BE HONEST, I THINK MICROSOFT
DEEPLY.
WE'VE SPENT TWO DECADES AND TENS OF BILLIONS OF
DON'T TALK ABOUT IT AS MUCH AS OTHERS DO.
WE LIKE TO DELIVER AND WE'RE NOT SO GOOD AT THE
THE ABILITY TO USE THIS INCREDIBLE ASSET WE HAVE
PROCESSES WITHOUT PUTTING A PRETTY NAME ON IT
GOING TO SHOW YOU THE VALUE CREATED IN OUR CUSTOMER
AND THE LAST PART AND PERHAPS THE MOST IMPORTANT
NO BUSINESS APPLICATION IS EVER EXACTLY WHAT YOU
THERE'S INDUSTRY-SPECIFIC NEEDS.
THERE'S NEEDS FOR GIVEN GEOGRAPHIES, SO WHAT WE
WORLD, THANK YOU FOR YOUR PARTNERSHIP, ARE DELIVERING
DATA SUBSTRATE ON THIS PLATFORM AND ALLOW DYNAMICS
AND FOR SPECIALIST NEEDS WITHOUT HAVING TO SORT
WHAT YOU NEED IT TO BE.
BUT NO APPLICATION IS EVER FINISHED.
AND THE NEED TO TUNE FOR YOUR OWN SPECIAL BUSINESS
FROM THAT DATA AND USE THAT TO GO TRANSFORM YOUR
THINK YOUR APPLICATION IS DONE YOUR MARKET CHANGES.
AND IF YOUR APPLICATION CAN'T CHANGE, YOU'RE STUCK.
SO THIS ADAPTABILITY THAT WE'RE GOING TO SPEND
AND THOSE FOUR THINGS REALLY SORT OF WRAP UP THE
BUT THE THING THAT AGAIN I WANT TO LEAVE YOU WITH,
AND THAT'S WHERE THE REAL DIFFERENCE LIES.
NOW, I MENTIONED THIS EARLIER.
YOU KNOW, THIS IS THE BIGGEST RELEASE WE'VE EVER
IT'S ACTUALLY
BUT IT IS WHAT IT IS.
WE'VE GOT HUNDREDS OF PAGES OF FEATURES THAT WE
OPERATIONS, FINANCE, TALENT, RETAIL, APPLICATION
I MEAN IT'S STUNNING, THE AMOUNT OF INNOVATION
WE'LL SHOW YOU SOME OF THAT.
AND AS I'LL MENTION LATER WE'VE GOT AN OPPORTUNITY
THIS IS A FREIGHT TRAIN OF INNOVATION THAT WE
ROLL OUT.
MICROSOFT HAS MORE THAN DOUBLED DOWN ON THIS PART
BUSINESS APPLICATIONS ARE ONE OF THE MOST IMPORTANT
AND WE'RE MAKING IT NOT IN A VACUUM BUT IN THE
IS EVIDENCE OF THAT INVESTMENT AND THE SERIOUSNESS
TRANSFORMATION OPPORTUNITY FOR OUR CUSTOMERS.
SO THAT'S SORT OF ENOUGH CONTEXT SETTING.
LET'S GET TO THE GOOD STUFF.
SO LET'S TAKE A LOOK AT SOME OF THE CAPABILITIES
BOTH DYNAMICS 365 AND THE LARGER MICROSOFT CLOUD
CONNECTED MARKETING AND SALES.
NOW, ONE OF THE HALLMARKS I THINK OF THE DEMOS
A SHIFT FROM REACTIVE TO PROACTIVE.
I TALKED ABOUT THAT A LITTLE BIT EARLIER.
BUSINESS APPLICATIONS USED TO BE LARGELY ABOUT
THAT'S MORE OR LESS WHAT THEY WERE.
AND SO MOVING FROM HEY I'M MAINTAINING A BUNCH
ME NOW THAT'S HELPING ME THINK ABOUT WHAT I SHOULD
THAT'S THERE WHEN I NEED IT, THAT'S REALLY SORT
YOU WATCH THESE DEMOS.
SO WE'RE GOING TO DO THAT WITH CONNECTED MARKETING
BUT BEFORE WE DO THAT I WANT TO ASK DAVE WELCH
DAVE IS A GOOD FRIEND AND LEADS FOR ADOBE MUCH
DAVE, WHY DON'T YOU COME ON OUT.
[APPLAUSE]
.
>> HOW ARE WE DOING?
>> GOOD.
>> DAVE AND I HAVE ACTUALLY DONE THIS BEFORE A
A GREAT RELATIONSHIP.
I THINK THE PARTNERSHIP BETWEEN MICROSOFT AND ADOBE
I HAD AN INDUSTRY ANALYST THAT CAME OUT AND SORT
SAID THIS IS NOT
THE DEPTH OF OUR RELATIONSHIP IS VERY, VERY DEEP.
BUT BEFORE WE TALK ABOUT THAT, YOU KNOW, TALK TO
GENERAL.
WHAT ARE SOME OF THE CHANGES THAT ARE OCCURRING
HEARING OUT THERE.
>> LIKE YOU JAMES WE'RE IN THE DIGITAL TRANSFORMATION
OUR LENS ON THE DIGITAL TRANSFORMATION BUSINESS,
AND DRIVING, HELPING OUR CUSTOMERS DRIVE FANTASTIC
OUR MISSION AT ADOBE IS THAT WE'RE CHANGING THE
AND SO WHAT WE SEE OUR CUSTOMERS DOING IS PIVOTING
BUT SELLING MORE EXPERIENCES.
SO THAT EXPERIENCE COULD BE YOUR TAXI HAILING APP
IT COULD BE ORDERING YOUR MORNING LATTE ON YOUR
READY TO GET INTO MY HOTEL LAST NIGHT I WAS CHECKING
IN LINE CHECKING IN BEFORE I GOT THERE.
SO FOR US AND FOR MARKETERS, IT'S ALL ABOUT DRIVING
EXPERIENCES THAT ENGAGE THEIR CUSTOMERS.
>> GOT IT.
WE'VE DONE A LOT OF WORK TOGETHER.
WE'VE GOT A LOT MORE WORK TO DO BUT WE'VE DONE
TALK ABOUT OUR RELATIONSHIP, THE PARTNERSHIP AND
>> SO KIND OF THE BASIS OF THE PARTNERSHIP, ADOBE
AND YEARS AND YEARS.
>> DECADES.
>> LONGER THAN YOU AND I HAVE BEEN AROUND.
>> I'LL TAKE THAT.
>> BUT ABOUT 18 MONTHS.
EXACTLY.
ABOUT 18 MONTHS AGO WE JOINED HANDS AND WE SAID
ACROSS MARKETING, SALES AND SUPPORT.
AND SO WHAT WE'RE DOING BROADLY IS JUST TAKING
FOR ON BEHALF OF OUR CUSTOMERS.
SO ON OUR SIDE WE HAVE OUR EXPERIENCE CLOUD.
WE HAVE OUR DOCUMENT CLOUD.
WE HAVE OUR CREATIVE CLOUD.
WE'RE TAKING THOSE SOLUTIONS ESPECIALLY OUR EXPERIENCE
DOING INTEGRATIONS WITH DYNAMICS 365, WITH POWER
THAT OUR CUSTOMERS DON'T HAVE TO.
>> AND WE'RE DOING THAT ON A COMMON DATA SUBSTRATE.
WE'VE GOT A SHARED DATA MODEL.
TALK A BIT ABOUT THAT AND HOW YOU GUYS DO THAT.
>> A COMMON DATA MODEL.
IF I CAN TEASE THAT APART A LITTLE BIT.
COMMON DATA MODEL FOR BOTH OF US AND COMMON DATA
SO YOU CALLED OUT COMMON DATA SERVICES FOR APPS.
SO THAT'S WHERE WE'RE DOING SOME REALLY DEEP COLLABORATION
ONE IS THE COMMON DATA MODEL AND THE SECOND IS
ON THE COMMON DATA MODEL, YOU GUYS HAVE IN YOUR
OR DESCRIBE A SUPPORT EVENT, A CUSTOMER SUPPORT
ON OUR SIDE WE HAVE WHAT WE CALL EXPERIENCE DATA
AND EXPERIENCE DATA MODELS ARE THINGS THAT DESCRIBE
SOMETHING LIKE THAT.
AND SO WHAT WE'RE DOING IS SHARING DATA MODELS.
WHAT THAT MEANS IS AS DATA COMES IN TO, AS KIND
DATA BUT AS YOUR DATA COMES INTO OUR PLATFORM,
FORMAT.
WHICH MEANS THAT WE ALREADY KNOW HOW TO ACTION
WE DON'T HAVE TO TRANSFORM IT OR DO CUSTOM LOADING
I THINK THAT'S PRETTY COOL.
SO ANY DATA THAT COMES IN WE KNOW HOW TO TREAT
WE WILL KNOW HOW TO TREAT IT AS WE'RE COLLABORATING
ON THE COMMON DATA SERVICES SIDE, THIS IS WHERE
OF YOUR DYNAMICS SOLUTIONS.
WE'VE GOT THE SAME THING ON OUR SIDE, OUR EXPERIENCE
CROSSES ALL OF OUR SOLUTIONS.
AND AT A FOUNDATIONAL LEVEL, VERY PLATFORMY LEVEL
TOGETHER SO THAT THEY TALK TO ONE ANOTHER.
AND SO WHAT I THINK THAT ENDS UP WITH, JAMES, IS
ACROSS CDS AND XDM, WE'RE GOING TO BE LIKE, WE'RE
WE'RE GOING TO BE LIKE NATIVE APPLICATIONS TO ONE
WE'RE JUST GOING TO KNOW HOW TO DEAL WITH DATA
>> GOT IT.
I THINK THAT'S A GOOD WAY TO WRAP IT UP FOR THE
I THINK THAT IF YOU THINK ABOUT THE BENEFIT OF
BUILDING ATOP THE SAME SUBSTRATE, SHARING THAT
365.
THEY CAN ADOPT ADOBE PRODUCTS, THEY CAN ADOPT OFFICE
THE DAYS OF TRYING TO INTEGRATE AND HAVE INTEGRATIONS
COMMON PLATFORM.
>> YEAH.
I THINK THAT'S A LOT OF THE VALUE THAT WE'RE BRINGING
CUSTOMERS SO THAT THEY DON'T HAVE TO DO THAT.
BUT ALSO JUST BRINGING OUR DATA TOGETHER, BRINGING
I MEAN, AT ADOBE AND THE EXPERIENCE BUSINESS WE
WE HAVE OUR MARKETING CLOUD.
AND WE'RE COLLECTING A LOT OF INFORMATION ABOUT
MOBILE APP OR CAMPAIGNS OR ADVERTISEMENTS THAT
SO WE'RE COLLECTING THAT AND WE'RE BUILDING AUDIENCES
WE GET INSIGHTS LIKE SOMEBODY HASN'T VISITED THEIR
VISITED IN THE PAST 30 DAYS.
ON YOUR SIDE, THOUGH, WHEN WE START PULLING IN
INSIGHT AS TO WELL PERHAPS THE REASON WHY THE
30 DAYS IS BECAUSE THEY LOGGED A SUPPORT TICKET
TREATING THEM WITH LIKE KID GLOVES BECAUSE WE
>> GOT IT.
>> SO I THINK THOSE ARE THE THINGS THAT BRINGING
TOGETHER REALLY PROVIDE A LOT OF VALUE FOR OUR
>> BETTER INSIGHTS BETTER INTELLIGENCE, BETTER
THANKS DAVE.
>> THANK YOU.
>> SO TO SEE THIS, RYAN MARTIN IS GOING TO COME
TAKE IT AWAY RYAN.
>> THANK YOU JAMES AND DAVE.
TODAY WHAT WE'LL LOOK AT IS HOW THE ADOBE MARKETING
DIGITAL TRANSFORMATION AND ALLOW YOU TO ENGAGE
SPECIFICALLY WE'RE GOING TO BE LOOKING AT HOW MICROSOFT
THIS DEMO EXAMPLE I'M GOING TO PLAY TWO SEPARATE
THE FIRST PERSONAS IS OF A LEAD RYAN MARTIN FROM
365 FOR HIS ORGANIZATION.
AS RYAN TAKES THESE ACTIONS WE'RE GOING TO BE QUALIFYING
ON TO THE SECOND PERSONA THAT I'M GOING TO PLAY
SO LET'S GET STARTED.
AS I MENTIONED I'M RYAN RIGHT NOW LEAD WHO IS BROWSING
SO I'M GATHERING INFORMATION HERE.
BUT I'M ANONYMOUS AT THIS PARTICULAR POINT.
AND AS I START TO DRILL IN FURTHER, I'M LOOKING
SALES AND I'M PERHAPS WATCHING A VIDEO OR I'M
NOW WHY IS THIS IMPORTANT?
BECAUSE IN THE BACKGROUND WITH ADOBE MARKETING
STEPS THAT ARE TAKING PLACE.
FOR EXAMPLE, AS I DRILL INTO THE CAPABILITIES OF
ARTIFICIAL INTELLIGENCE AND WHAT WE'VE DONE WITH
IMPORTANT TO ME.
SO AT THIS PARTICULAR MOMENT I'M QUITE BUSINESS
AND I STOP ACTUALLY THE BROWSING OF WHAT I'VE
AS I RETURN FROM THAT PARTICULAR MEETING PROBABLY
SOME ARTICLES.
BUT WHAT ADOBE HAS ACTUALLY DONE HERE BASED ON
AD FOR DYNAMICS 365.
AND AS I CLICK ON THIS TARGETED AD THAT'S ACTUALLY
I PROVIDE SPECIFIC DETAILS AND WE CAN START TO
SO FOR THOSE OF YOU WHO ARE INTERESTED, WHAT DOES
THIS IS AN EXAMPLE OF THE CAMPAIGN FLOW THAT'S
A PARTICULAR MOMENT IN THE QUALIFICATIONS SCORE,
SO I'M GOING TO SWITCH PERSONAS NOW.
I'M GOING TO BECOME THE SALES REPRESENTATIVE WORKING
I'M VERONICA.
I'M IN DYNAMICS 365 FOR SALES AND, OF COURSE, I
SEEN.
FIRST OF ALL, I'M GIVEN A STEP-BY-STEP BUSINESS
WE NEED TO TAKE TO QUALIFY THIS LEAD.
SECONDLY, AND I THINK THIS IS MAYBE ONE OF THE
IS CAPTURED BY MARKETING AND IT'S NOT PASSED ON
THEY DON'T KNOW WHAT HAPPENED AS THAT ANONYMOUS
SO WHAT WE'RE ACTUALLY ABLE TO DO HERE IS SEE EVERY
FOR EXAMPLE, HE BROWSED RELATIONSHIP SALES.
HE WATCHED THE OVERVIEW.
HE EVEN SIGNED UP FOR AN INVITATION FOR A TRIAL.
SO AS I'M HAVING THE DIALOGUE WITH RYAN ON THE
STEPS THAT WERE TAKEN AND TAKE ACTION ON THOSE
SO LET'S FAST FORWARD IN OUR STORY A COUPLE WEEKS.
I'M A SALESPERSON AND SOMETHING I CARE A LOT ABOUT
GOING TO MAKE THAT QUOTA AT THIS MOMENT.
PERHAPS YOU SEE I HAVE OVER 500,000 PROBLEM REACHING
NOT GOING TO BE GOOD AT HOME EITHER.
AS I DRILL IN, WHAT I WANT TO DO IS SEE HOW I'M
AND EVERY CRM SYSTEM WE KNOW OUT THERE HAS A PIPELINE.
AND THAT PIPELINE HAS AN ESTIMATED CLOSING DATE
AND WE HAVE THAT AS WELL.
BUT THIS IS WHERE DYNAMICS 365 AND OFFICE 365 AND
PERHAPS YOU SEE IN THE CENTER OF THE SCREEN WE
AT ON DUNLAP IS FAIR AND STUDY AND HOW IS THAT
IT'S BASED ON STRUCTURED AND UNSTRUCTURED DATA.
SO ALL OF THE COMMUNICATIONS WE'RE SENDING IN THE
ANYTHING THAT OUR TEAM MEMBERS ARE DOING IS BEING
BEING ANALYZED ACROSS ALL THE OTHER OPPORTUNITIES
AND IT'S ACTUALLY TELLING ME THAT I'M IN A FAIR
SO NOW I'D LIKE TO DRILL IN AND SEE WHAT KIND OF
THE HEALTH STATE IN THE APPLICATION.
SO I'VE BEEN SENDING RYAN SOME E-MAILS AND ACTUALLY
HOURS AGO.
HE DID OPEN IT BUT HE'S NOT RESPONDING TO ME.
NOW WHAT DYNAMICS IS DOING WITH THE RELATIONSHIP
YOU A BEST NEXT ACTION WHICH IS ACTUALLY TO UTILIZE
FOR A WARM INTRODUCTION TO THIS PERSON YOU'RE
NOW, AS YOU PROBABLY KNOW, THE LINKEDIN NETWORK
AS I SELECT THIS HERE RIGHT IN DYNAMICS 365 WE
SO I CAN SEE THAT RYAN IS A SECOND DEGREE CONNECTION.
BUT I CAN ACTUALLY LOOK HERE AT THE GET INTRODUCED
THAT WE HAVE IN COMMON.
AND IT JUST SO HAPPENS TO BE THAT ALFRED, SOMEONE
PAST, IS A FIRST DEGREE CONNECTION WITH RYAN.
AND PROBABLY YOU ALL KNOW AS WELL COLD CALLING
TO RESPOND TO THEM ON YOUR BEHALF.
SO LET'S ACTUALLY GO AHEAD AND TAKE THAT ACTION.
I'M GOING TO REACH OUT TO RYAN HERE AND WHAT YOU'LL
EXPERIENCE BUT FOR THOSE WHO ARE WORRIED ABOUT
IN SALES NAVIGATOR IS FULLY SYNCHRONIZED WITH
AS WE TYPE ALFRED A MESSAGE HERE WE HAVE A SCRIPT
WORRY I'M NOT THAT GOOD OF A TYPER AS WE TYPE
AND WE'LL SEND THAT.
NOW THE GOOD NEWS IS ALFRED ACTUALLY DID PROVIDE
WE START TO GAIN SOME TRACTIONS AND I WANT TO GET
AND THAT'S GIVING RYAN THE VALUABLE INFORMATION
AND WHAT I'VE DONE, ANOTHER TOOL WITHIN LINKEDIN
THIS IS A DIGITAL DOSSIER OF THE CONTENT I'VE PREPARED
DEALING WITH.
I'M EASILY ABLE TO GET A LINK SEND IT TO RYAN AND
LOOK AT THE STATISTICS THAT ARE AVAILABLE AROUND
NOW, AGAIN, THIS IS SOMETHING MARKETING ORGANIZATIONS
TERMS OF LANDING PAGES AND NUMBER OF VIEWERS THAT
BUT NOW A SALES REPRESENTATIVE CAN CREATE THEIR
I CAN ACTUALLY LOOK AT THE VIEWERS HERE SEE THAT
I RECEIVE AN EMAIL FROM RYAN TO MAKE A QUOTATION
SO WHAT I'VE SHOWN SO FAR TODAY IS WE STARTED WITH
WEBSITE ALL THE WAY TO THAT LEAD BECOMING QUALIFIED,
USING THE POWER OF MY NETWORK TO UNBLOCK THAT
SAY DUNLAP PROTECTIVE FOOTWEAR ARE A HAPPY CUSTOMER
BACK TO YOU JAMES.
>> THANK YOU, RYAN.
>> I'LL COME BACK TO TWO SYSTEMS HERE THE DATA
STITCH IT TOGETHER INTO A CONVERGED EXPERIENCE
THE SALES FUNCTION, THE COMMUNICATION FUNCTION
ALL OF THAT TOGETHER IS TRANSFORMATIVE AND THE
SORT OF THE SYSTEM OF OPPRESSION OF OLD, THIS
IT HELPED ME GET CONNECTED WITH A CUSTOMER.
IT HELPED ME UNDERSTAND WHERE TO FOCUS MY ENERGY.
AND SO GUIDING ME TOWARDS SUCCESS MAKES THIS A
OF THE TRADITIONAL CRM REALITY IF WE'RE BEING
SO LET'S LOOK AT THE NEXT SCENARIO HERE INTELLIGENT
AND AGAIN THE KEY HERE IS MOVING FROM A POSTURE
WHERE OUR BUSINESS APPLICATIONS ARE ALLOWING US
PROCESS.
WITH CUSTOMER SERVICE IN PARTICULAR WHAT I WANT
THAT'S SORT OF NUMBER ONE.
IF I CAN KEEP THE CUSTOMER FROM HURTING THEMSELVES
NEED TO CALL ME THAT'S THE BEST POSSIBLE OUTCOME
I CAN ALLOW THE CUSTOMER TO FIND SOLUTIONS TO
WAY, THAT'S SORT OF THE NEXT BEST CLICK STOP.
SO WE'RE GOING TO TAKE A LOOK NOW AT A DEMO AGAIN
CAPABILITY.
RYAN, TAKE IT AWAY.
>> THANKS, JAMES.
SO IN THIS PARTICULAR DEMO WE'RE GOING TO ACTUALLY
DYNAMICS 365 FOR CUSTOMER SERVICE.
AND IN THIS EXAMPLE I'M ACTUALLY GOING TO BE PLAYING
WILL BE A CONSUMER WHO BROWSES A WEBSITE AND BEGINS
NOW, WHAT'S VERY INTERESTING ABOUT THAT CHATBOT
ORGANIZATION AT THIS MOMENT.
IT'S ALWAYS ON.
24/7.
ANOTHER INTERESTING FACT IS THE FACT THAT IF I
WOULD START TO RESPOND TO ME BACK IN DUTCH.
CAPABLE OF MULTI- LINGUAL SUPPORT GREAT FOR ENTERPRISES
THAT GLOBAL SCALE.
THE SECOND PERSONA I'LL PLAY IS OF A CUSTOMER REPRESENTATIVE
DUE TO THE FACT THAT THE BOT HAS DETECTED NEGATIVE
AGENT IN THERE.
AND THIRDLY PLAY BUSINESS ANALYST ELEVATES THE
SCALE SEES A PROBLEM IN AUSTRALIA AND WE'LL SOLVE
WITH THAT LET'S GO TO THE DEMO, AS I MENTIONED
AS I BROWSE THIS PARTICULAR WEBSITE I SEE THE ABILITY
WE CAN BEGIN WITH SOME SIMPLE Q AND A IN WHICH
DO SAYING IT'S 24/7 AVAILABLE AND TELLS ME IT'S
SIMPLE STUFF YOU WOULD EXPECT THAT.
LET'S START TO GET A LITTLE MORE SPECIFIC HERE.
I NEED INSURANCE.
NOW, THIS IS THE FIRST MOMENT THAT THIS BOT HAS
WHAT IT'S DOING LOOKING AT THE PRODUCT OFFERING
CATEGORIES THAT WE OFFER AS AINSURANCES AS A COMPANY.
AS I SELECT THAT CATEGORY THE BOT SAYS I'LL GIVE
I'M AN EXISTING CUSTOMER I'LL FILL IN MY ROLE I'M
ASK ME FOR PERSONAL IDENTIFICATION NUMBER.
SO AS WE DO THAT, THERE'S ACTUALLY QUITE AN IMPORTANT
THE EXPERIENCE IS ABOUT READY TO CHANGE.
IT'S GOING TO GO INTO DYNAMICS 365.
IT'S GOING TO PULL UP MY PERSONAL CONTACT PROFILE
A 10 PERCENT MULTI-DISCOUNT POLICY AND IT LOOKS
YOU HAVE A DAUGHTER WHO TURNS 16 YEARS OLD CAN
YOU AND LASTLY PULLING UP MY CONTACT PROFILE IN
SO, YES, I WOULD LIKE TO INCLUDE THIS, MY DAUGHTER
SO WE'RE GOING TO START TO GET A LITTLE BIT MORE
IT'S GOING TO CATEGORIZE THE TYPE OF CAR THAT I'M
SO IN THIS CASE I'M DRIVING A SEDAN AND IT'S A
IT'S GOING TO ASK ME IS THE MAKE AND MODEL.
SO HERE WE HAVE A FUSION AND WE'RE GOING TO SAY,
SO IF YOU'RE LIKE ME, THERE'S PROBABLY A FEW THINGS
I LIKE TAKING PICTURES OF CARS BUT I ALSO VERY
THIS MOMENT THE BOT IS ASKING FOR A PHOTO OF MY
TO ANALYZE THE STATE OF MY CAR WHICH IS GOING
I'M NOT REALLY PAYING ATTENTION HERE I DO SAY YES,
I CAN USE THE IMAGE UP LOADER TO SELECT THAT,
WE'VE GOT GOING AND OOPS I UP LOADED A PICTURE
HOME.
NOW WHAT'S MOST IMPORTANT HERE IS THE COGNITIVE
IS ACTUALLY GOING TO SAY, HEY, GUESS WHAT THAT
BABY SLEEPING NEXT TO A DOG AND THAT IS 100% REAL.
WE DO THIS DEMO A LOT OF TIMES WE ASK WHAT PICTURES
CAN ACTUALLY ANALYZE THAT AND DO IT.
SO LET'S GET A LITTLE MORE SERIOUS HERE AND ACTUALLY
TRYING TO INSURE WHICH IS THAT FORD THAT I'VE
A HUMAN ESQE WAY IT'S GOING TO COMPLIMENT ME AND
THROUGH DYNAMICS 365 AND PULL UP THE QUOTATION
BUT THIS IS THE MOMENT THAT I'M NOT GOING TO BE
ABOUT YOU BUT I DON'T LIKE PAYING 316 A MONTH
SO I'M GOING TO GIVE A NEGATIVE SENTIMENT HERE.
NO WAY.
THAT'S TOO EXPENSIVE.
AND AS I DO THAT, WHAT THE BOT IS DOING IN THE
AGENTS IN THE ORGANIZATION AND IT'S BRINGING JANE
THE DISCUSSION WITH ME.
AND WHAT I WOULD LIKE TO DO AT THIS MOMENT IS SWITCH
OTHER SIDE WHO WAS BROUGHT INTO THIS CONVERSATION
SO AS WE SWITCH TO THIS, IT'S PROBABLY VERY FAMILIAR
DEMO I'M WORKING IN DYNAMICS 365 AND WE HAVE AN
BUT IN THIS CASE WE'RE IN THE PROPOSED STAGE OF
BECAUSE THE BOT ALREADY QUALIFIED IT.
IT DID ALREADY DEVELOP IT AND ACTUALLY IT'S ADDED
NOW, ON THE RIGHT-HAND SIDE WE CAN SEE THE TRANSCRIPT
MY DAUGHTER.
BUT WHAT I DRAW YOUR ATTENTION TO IS THE CENTER
WHAT WE'RE DOING WITH AI HERE IS ANALYZING ALL
THE SENTIMENT THAT WE'RE CAPTURING AND WE'RE SEEING
A CUSTOMER BASED ON THE RESPONSE I GAVE.
SO IT'S GREAT TO KNOW THERE'S A PROBLEM BUT WHAT
A 15% DISCOUNT, YOU ARE GOING TO MOST LIKELY KEEP
AND THOSE ARE THE EXACT ACTIONS THAT I'M GOING
I'M GOING TO GO TO THE PRODUCT LINE ITEMS.
I'M GOING TO ADD THE DISCOUNT, CONTINUE THE CHAT
INTO OUR ORGANIZATION.
SO AS I MENTIONED TO YOU, I WAS GOING TO PLAY THREE
PERSON NA, THE BUSINESS ANALYST LOOKING AT A POWER
GOING ON IN THE WORLD.
SO AT THIS MOMENT WE HAVE OVER 18,000 CHATS THAT
WE'RE LOOKING AT THE NEW BUSINESS THAT'S COMING
WE CAN ACTUALLY GO INTO THE WORD CLOUD AND SEE
THEMES.
BUT AS I MENTIONED WE'VE GOT SOMETHING GOING ON
SO I'D LIKE TO DRILL INTO THE ACTUAL GLOBAL MAP
AND AS I DO THAT, THE WORD CLOUD IS ACTUALLY GOING
AND IMMEDIATELY IT JUMPS OUT TO ME.
OUR BIGGEST COMPETITOR IN THE AUSTRALIA MARKET
COMING UP IS EXPENSIVE.
SO I'M BEING INFORMED HERE BASED ON THE CHATS GOING
COME UP CONTOSO INSURANCE AND EXPENSIVE.
SO AS A BUSINESS ANALYST THE ACTIONS I'M GOING
HAVE IN THAT MARKETPLACE, ADAPT THEM SO WE ARE
SO AGAIN WHAT WE'VE SEEN HERE TODAY IS AN ANONYMOUS
INTO A FULL-FLEDGED OPPORTUNITY BUT HAD NEGATIVE
IN TO DRIVE AND CLOSE THE DEAL BASED ON AI GIVING
AT IT AS GLOBAL SCALE AND ADAPTING OUR PRICE POINT
WITH THAT BEING SAID, JAMES, BACK TO YOU AND THANK
MY HEAD IS SPINNING I'M JUST GOING TO PLAY ONE
SO AGAIN YOU GO BACK TO THE POWER OF DATA HERE.
THE ABILITY TO TAKE DATA FROM ALL OF THESE SYSTEMS,
TO DELIVER AN EXPERIENCE THAT'S DIFFERENTIATED
ON IT IN AN INTELLIGENT WAY TO TRANSFORM THAT
FUNDAMENTAL CHANGE IN THE ABILITY FOR A SOFTWARE
INTO A BUSINESS PROCESS VERSUS SIMPLY BEING A
THE CUSTOMER SERVICE AGENT WAS GUIDED BASED ON
AFTER OBSERVING MANY, MANY INTERACTIONS AND THEIR
SO USING INTELLIGENCE ON TOP OF DATA TO IMPACT
NOW, I TALKED EARLIER.
I SORT OF HINTED AT THE PROACTIVE FIELD SERVICE
ARE CONNECTED TO PRODUCTS, DATA IS FLOWING AND
FAILURE THAT A FAILURE IS IMMINENT.
AND TO OFFER FIELD SERVICE IN A WAY THAT ALLOWS
PUTTING YOURSELF INTO SORT OF THE BEST POSSIBLE
NOT HAVING TO RESPOND TO CUSTOMER SERVICE AT ALL
THIS DEMO FOR ME IS I THINK IS PERHAPS THE MOST
AND SORT OF A VERY DIFFERENT EXPERIENCE THAT'S
AND DATA AT THE POINT OF BUSINESS PROCESS EXECUTION
RENAL PERSPECTIVE.
TO TAKE A LOOK AT THAT LYDIA WILL SHOW US PTC's
>> ONE OF THE BIGGEST CHALLENGES THAT FIELD ORGANIZATIONS
RIGHT PERSON TO THE RIGHT PLACE AT THE RIGHT TIME.
AND WITH DYNAMICS 365 FOR FIELD SERVICE WE'RE ESSENTIALLY
WORK SO THEY CAN MOVE FROM A VERY TRADITIONAL
CONSISTENT SERVICE MODEL.
SO TO DO THAT WE'RE EMPOWERED BY AZURE IOT AND
SO LET'S TAKE A LOOK AT HOW THAT WORKS.
IT'S IN A SERVICE CENTER AND I'VE STARTED TO RECEIVE
SITES.
AND IF YOU CAN SEE ON THE SCREEN, I'VE RECEIVED
WHAT I WANT TO DO IS JUMP INTO THAT FIND OUT WHAT
AND WHAT WE'RE SEEING HERE IS LIVE IOT DATA FROM
ABOUT THE CURRENT STATE OF PLAY.
AND WHAT WE WANT TO AVOID IS ANY DOWN TIME FOR
SO I'M GOING TO GO AHEAD AND MANAGE THIS.
NOW, I HAVE ENOUGH INFORMATION THAT I COULD ATTEMPT
I COULD SEND A COMMAND OUT FROM DYNAMICS TO THE
IN THIS CASE I THINK WE'LL SEND SOMETHING OUT
CREATED A WORK ORDER FOR ME AND WITHIN THAT WE'LL
AND COMPLETE A REPAIR.
SO IN HERE I CAN SEE WHO THE CUSTOMER IS.
I CAN SEE THEIR PREVIOUS INCIDENCE, AND WITHIN
CHANCE OF FAILURE IN THE NEXT 100 DAYS.
WE WANT TO ACT PROACTIVELY, AVOID ANY DOWN TIME
SO WE'RE GOING TO GO AHEAD AND BOOK IT IN THERE.
AND WITHIN THE WORK ORDER I CAN SEE ALL THE TASKS
COMPLETE THAT REPAIR.
BUT THE CHALLENGE I FACE IS THAT WE HAVE MANY DIFFERENT
THE GLOBE AND THEY'VE GOT REALLY VARYING SKILL
SO TO KNOW WHO IS THE MOST APPROPRIATE ENGINEER
AND WITH DYNAMICS 365 FIELD SERVICE IT'S GOING
ME AND IT'S GOING TO TAKE LOTS OF FACTORS INTO
IT'S GOING TO TAKE INTO CONSIDERATION THEIR AVAILABILITY,
IT'S GOING TO LOOK AT THEIR SKILL SET BUT IT'S
AND THEIR FLA.
SO IT'S IDENTIFIED THE MOST APPROPRIATE ENGINEER
AT IS THE EXPERIENCE FOR THAT ENGINEER IN THE
SO CHANGING HATS, I'M NOW THE ENGINEER.
I'M OUT IN THE FIELD.
AND I'M SPENDING MY TIME ON CUSTOMER SITES COMPLETING
SO WHAT I HAVE WITH ME IS MY MOBILE DEVICE AND
NEW WORK ORDER HAS BEEN ALLOCATED TO ME IN THE
AND I JUMP INTO THE WORK ORDER WITHIN THE APPLICATION
I NEED.
I CAN SEE WHO THE CUSTOMER IS.
I CAN SEE THEIR PRIORITY.
I CAN SEE THE SPECIFIC INSTRUCTIONS FOR THE TASKS
I MIGHT NEED TO REPLACE.
IF I SCROLL DOWN ONCE WE'VE COMPLETED THE WORK
IN THE FIELD.
SO AS I SAID I'M IN THE FIELD.
I'M ON CUSTOMER SITES.
SIGNAL IS PATCHY SO FORTUNATELY THE ENTIRE APPLICATION
MATTER WHAT THE CASE IS WITH THE SIGNAL.
SO I COME ON TO SITE.
AND AS I APPROACH MY MOTOR I REALIZE IT'S ONE I'M
I WORK IN THE FIELD EVERY DAY WITH LOTS OF DIFFERENT
IT'S NOT REALISTIC I'M ABLE TO REPAIR EVERY DEVICE
SO I WOULD LIKE SOME SUPPORT.
AND HISTORICALLY TO RECEIVE THAT SUPPORT I MIGHT
ON THE PHONE OR MAYBE EVEN GET THEM TO COME OUT
OR GO INTO MY VAN FIND 100 PAGE MANUAL FILTER
THAT'S NOT VERY EFFECTIVE.
NOW WE'LL SEE WITH THE POWER OF HOLOLENS AND THING
THE ENTIRE PROCESS IN REAL TIME.
SO I'M GOING TO POP MY HOLOLENS ON AND WHAT WE
CAN ALL EXPERIENCE EXACT SAME EXPERIENCE THAT
AND ESSENTIALLY IT'S A FOUR-STEP PROCESS.
THE FIRST STEP IS TO GET THE HOLOLENS TO IDENTIFY
AND I'M NOW GOING TO MOVE ON TO THE SECOND STAGE.
AND IN THE SECOND STAGE I'M GOING TO DO SOME ANALYSIS.
SO I'M GOING TO CLICK ANALYZE AND IT'S GOING TO
IF I TURN ON THE MOTOR I'M GOING TO GET SOME NEW
SO WHAT WE SHOULD BE ABLE TO SEE WHEN I TURN IT
TO UPDATE.
SO LET'S GIVE THAT A TRY.
SO I NOW HAVE A BETTER UNDERSTANDING OF HOW THIS
AHEAD AND COMPLETE MY REPAIR BUT AS I SAID IT'S
I MOVE ON TO STEP 3 IF I SWITCH IT ON PRESENT ON
THE REPAIR IT'S GOING TO SHOW ME THE PROCESS AND
AND REASSEMBLE IT AND COMPLETE THE REPAIR I CAN
COMFORTABLE ACTUALLY DOING IT.
WHAT'S GREAT IT'S ALL BEING PRESENTED TO ME WITHOUT
THE REPAIR RATHER THAN RIFLING THROUGH THE MANUAL
I CAN WATCH IT AS MANY TIMES AS I WANT AND I CAN
I CAN DIALOGUE IN A COLLEAGUE ON SKYPE VIA HOLOLENS
CONFIDENT THAT I CAN COMPLETE THAT I'LL COMPLETE
TO SAY THAT THE PROCESS IS COMPLETE.
DYNAMICS FOR FIELD SERVICE I'M ABLE TO COMPLETE
COMPLETED PREVIOUSLY I'VE SUCCESSFULLY AVOID ANY
GIVEN MY CUSTOMERS A GREAT EXPERIENCE.
>> THANK YOU LYDIA WE HAVE A CUSTOMER THAT SALES
MILKING COWS AND PASTURE RISING A HUGE USER OF
THEY'LL HAVE REPAIR PEOPLE THAT ARE IN A REMOTE
LASTS FOR DECADES WITH SOMEONE BACK AT THE HEADQUARTERS
SEEING THE EXPERIENCE ALLOWING TO OVERLAY THE
IT LOOKS FUTURISTIC BUT IT'S REAL AND IN USE TODAY.
I THINK TO ME THIS WHOLE MIXED REALITY THE ABILITY
REALITY TO SORT OF GUIDE YOU IS JUST INCREDIBLE,
AND I THINK GAME CHANGING.
BUT DATA, OF COURSE, IS WHAT MAKES IT POSSIBLE
AND DELIVERING IT IN A UNIQUE WAY TAKES A PROCESS
BREAK-FIX TO USE HER WORDS INTO A VERY PROACTIVE
OF GAME CHANGING RELATIVE TO THE ABILITY OF THIS
VERY DIFFERENTLY, BUT TO GUIDE A PERSON THROUGH
WAYS.
NOW, THE LAST DEMO THAT WE'LL DO AND THE LAST SORT
ABOUT IS ADAPTABLE.
AND AS I MENTIONED BEFORE, THIS IS
THAT ARE ABLE TO SORT OF BE MELDED INTO YOUR ENVIRONMENT.
NO BUSINESS IS THE SAME.
IF BUSINESS APPLICATIONS WORKED THE SAME FOR EVERYONE
AND SO THE POWER OF POWERAPPS, POWER BI, MICROSOFT
COME TOGETHER TO MAKE IT POSSIBLE TO BOTH TUNE
CREATE NEW APPLICATIONS ATOP THAT SAME DATA SUBSTRATE
ABOUT.
NOW, THIS IS A COMPANY CALLED IPS THAT HAS BEEN
AND THEY'RE IN THE BUSINESS OF DOING THIS, REPAIRING
THIS IS A PIECE OF EQUIPMENT OUT OF AN INDUSTRIAL
THEY HAVE SUPPLY OR THEY HAVE REPAIR DEPOTS ALL
UP THEY RUN THEM THROUGH A PROCESS, RUN DOWN INSPECT
THEM GET THEM BACK TO THE CUSTOMER THAT'S THEIR
OF EVERYTHING.
ERP.
IN FACT THEY USE DYNAMICS FOR CRM SO THEY'RE NOT
THEY CAN DO THE THINGS THAT YOU WOULD EXPECT, TRACKING
AND SALES OPPORTUNITIES.
BUT THIS PROCESS, THIS PROCESS THAT IS THEIR CORE
AND YOU'VE GOT STICKY NOTES ON WHITEBOARDS.
YOU'VE GOT CLIP BOARDS.
YOU'VE GOT SONY CAMERAS.
YOU'VE GOT PEOPLE WITH CALCULATORS.
VERY, VERY MANUAL PROCESS AFTER OVER A CENTURY
THE REASON THEY WERE OPERATING THIS WAY IS BECAUSE
AN APPLICATION THAT ALLOWS YOU TO TAKE YOUR SPECIAL
IT AND I'M GOING TO ARGUE IT'S THOSE BUSINESS
TO OR WHERE YOU'LL GET THE MOST BANG FOR YOUR
BUT THAT'S WHERE THERE'S NOT AN APP FOR THAT YOU
TRANSFORMATION SOLUTION FOR MOTOR AND GENERATOR
EXIST IN THE FORM THEY NEED IT TO GO RUN THEIR
APP.
IT'S NOT THE PRETTIEST APP BUT THIS IS ACTUALLY
THEY BUILT THIS APPLICATION IN THREE WEEKS ON THE
THE BUSINESS PROCESS TO ALLOW THIS TRANSFORMED
BLACK HOLE WITH A BUNCH OF CLIP BOARDS AND STICKY
NOTES COME OFF THE JOB THEY HIT THE TRASH CAN
THIS BUSINESS PROCESS IS NOT ONLY MANUAL IT ENDS
NOW WITH POWERAPPS THEY'VE GOT THE ABILITY BECAUSE
INTO CRM IT OPERATES ON A TABLET TO MEET THAT
UP TO GUIDE THE REPAIR PERSON THROUGH THE ENTIRE
WITH THE TABLET.
IT DOES THE CALCULATIONS AUTOMATICALLY IT ASSEMBLES
TO THE CUSTOMER.
ALL OF THIS WAS SO TRANSFORMATIVE FOR THEM THAT
STORY.
I DISCOVERED THIS ACCIDENTALLY.
I WENT TO THE IPS WEBSITE TO GRAB A LOGO AND I
THIS PICTURE IS ON THERE.
THEY ARE SO PROUD OF THIS APPLICATION AND THE IMPACT
SHOW IT OFF AS A COMPETITIVE ADVANTAGE.
AND HERE'S THE THING THAT'S MOST SPECIAL FOR THEM.
BECAUSE THEY'RE CAPTURING ALL OF THIS DATA, BECAUSE
THEY'RE ABLE TO SHOW THEIR CUSTOMERS EXACTLY WHERE
IT USED TO BE A BLACK HOLE AS I SAID BEFORE.
THE MOTOR WOULD SHOW UP AND THE CUSTOMER HAS NO
NOW YOU CAN SEE EXACTLY WHERE IT IS.
IT'S LIKE FOLLOWING YOUR UBER IN A MOBILE APP YOU
SO THIS IS FOR THEM NOT ONLY TRANSFORMATIVE OF
AND SO BACK TO TYING THESE LOOPS TOGETHER.
VERY, VERY POWERFUL AND IT'S A COMBINATION OF POWER
DATA SERVICE AND ALL OF THE OTHER ASSETS THAT
AND SO I'M GOING TO HAVE RYAN CUNNINGHAM COME OUT
WHO TRANSFORMED THEIR CORE BUSINESS PROCESS USING
ON THE FLY TO KIND OF GIVE YOU A FLAVOR OF HOW
RYAN, TAKE IT AWAY.
>> THANK YOU JAMES.
GOOD MORNING.
ONE, ONE MORE CUSTOMER STORY FOR YOU.
INTERCARS FOR THOSE NOT FAMILIAR ONE OF THE LARGEST
REPAIR SUPPLIES IN EUROPE SERVE POLAND SERVE 10,000
COUNTRIES WITH A FIELD SOURCE OF ABOUT 600 PEOPLE
SOMETIMES 100 SITES A MONTH, INCREDIBLY MOBILE
IT'S A DYNAMICS 365 SERVICE CUSTOMER, USE IT END-TO-END
MORE.
LIKE JAMES MENTIONED THEIR TRUE COMPETITIVE ADVANTAGE
FROM OUT OF THE BOX FROM US IT'S FROM WHAT THEY
THE BUSINESS PROCESSES THAT ARE NOT SERVED BY
ONE VERY CONCRETE EXAMPLE.
INTERCARS WILL SELL AN ENTIRE KIT OF PARTS TO AN
FILLED WITH WRENCHES AND SOCKETS BUT THAT'S A
SOME OF THE WRENCHES ARE MISSING OR GONE OR BROKEN
PROPOSITION.
IT'S DIFFICULT.
DO YOU KNOW HOW THEY WERE DOING IT UP UNTIL A FEW
THEY WERE SENDING THOSE FIELD SELLERS IN FROM THE
CLUNK IT DOWN ON A DESK FLIP IT OPEN AND FIND
CLIPBOARD THE INDIVIDUAL SOCKET WRENCH TO RESTOCK.
INCREDIBLY MANUAL PROCESS.
NONVIABLE FOR THE FIELD SELLER WHO IS THERE FOR
NOW, OF COURSE, TRANSFORMING THAT PROCESS, BUILDING
JUST TO RESTOCK A DRAWER COST PROHIBITIVE WE COULD
SERVICE TEAMS AND FULL STACK DEVELOPERS MEASURE
NOT ANYMORE.
I WANT TO SHOW YOU TODAY POWERAPPS.
POWERAPPS IS A HIGH PRODUCTIVITY BUSINESS APPLICATION
THAT MEANS IT MAKES THE TECHNICAL RESOURCES WE
BUT MORE THAN THAT IT OPENS UP BUSINESS APPLICATION
OF EMPLOYEE.
BUSINESS ANALYSTS PEOPLE CLOSE TO THEIR PROBLEM
THE TOOLS TO DO IT THEMSELVES.
NOW THAT'S A BIG CLAIM TO MAKE.
SO TODAY I WANT TO PROVE IT TO YOU.
WHAT WE'RE GOING TO DO IS BUILD THIS APP FOR INTERCARS
NOW, I REALIZE THAT BUILDING A BUSINESS APPLICATION
THIS IS CLASSICALLY ASKING YOU TO WATCH PAINT
POWER ABC IS A VISUALLY ENVIRONMENT.
IT DOESN'T LOOK LIKE THE CLASSIC SOFTWARE DEVELOPMENT
MORE LIKE I WOULD DROP IN SLIDES IN A PRESENTATION.
AND I CAN FORMAT THEM.
I CAN BRING RICH ASSETS TO THIS PICTURE AS WELL.
I CAN UPLOAD IMAGES, MAKE IT LOOK LIKE MY COMPANY
I CAN DO ALL OF THIS WITH SKILLS THAT ARE FAMILIAR.
THAT I'VE LEARNED OVER DECADES OF HUNDREDS OF MILLIONS
I CAN MAKE THIS APP LOOK EXACTLY WHAT I NEED IT
IT'S CONNECTED TO DATA.
NO BUSINESS HAPPENS IN A VACUUM WE HAVE INFORMATION
CONNECTS TO MORE THAN 200 APPLICATIONS AND DATA
WE'VE TAKEN THE SCIENCE PROJECT OF INTEGRATION
APPLICATIONS FROM EVER GETTING STARTED AND MADE
FROM ADOBE AND XEN DESK EVERYTHING IN BETWEEN
MORE POWERFUL.
WE HAVE THE COMMON DATA SERVICE.
IT'S THE DATA PLATFORM THAT COMES WITH POWERAPPS
WEALTH OF UPDATES FOR COMING RIGHT OUT OF THE
THE PLATFORM ON WHICH ALL OF OUR DYNAMICS 365
BUILT AND THAT MEANS I CAN BRING INTO MY APPLICATION
GOING TO GO VISIT, RICHLY UNDERSTANDING NOT JUST
THE STRUCTURE THAT PULL THESE THINGS TOGETHER.
NOW THAT MEANS I CAN DO ADVANCED THINGS BUT IT
I CAN FORMAT A LIST VERY EASILY AND ALL OF MY OFFICE
I CAN GO MAKE A BOX BIGGER I CAN MAKE THE TEXT
THESE ARE NOT STATIC TEXT BOXES THESE ARE BOUND
ABOUT MY ACCOUNT UNDER THE HOOD AND II CAN CHANGE
THAT THE APPLICATION IS UPDATING IN REAL TIME
IT GETTING FEEDBACK HOW THE CHANGES ARE AFFECTING
UNIQUE IN THE INDUSTRY I CAN BUILD ACROSS APPLICATIONS
NOW, THIS IS POWERFUL AND THIS IS FAST.
WE HAVEN'T DONE ANYTHING PARTICULARLY SPECIAL YET.
I'LL BE HONEST, THERE ARE OTHER PLATFORMS IN WHICH
TOP BUT IN ANY OTHER PLATFORM ON THE MARKET THAT'S
NOT SO IN POWERAPPS.
IN FACT WE'RE JUST GETTING STARTED.
SEE WE'RE BUILDING A PLATFORM THAT HAS NO CLIFFS,
WHAT WE JUST DID TOGETHER ALL THE WAY UP TO BEING
BUSINESS APPLICATIONS AND I WANT TO SHOW YOU A
BECAUSE THEY'RE VERY IMPORTANT AND PRETTY POWERFUL
SEE I CAN ADD STATIC THINGS TO THIS APPLICATION.
I CAN GO TYPE INTO A BOX JUST LIKE I WOULD DO WHEN
YOU'LL NOTICE AS I DID THAT I'M SILENTLY UPDATING
AND IN FACT EVERY SINGLE PROPERTY OF EVERYTHING
AND INTERACTS WITH DATA IS GOVERNED BY A LANGUAGE
SPEAK AND UNDERSTAND.
HOW MANY PEOPLE IN YOUR ORGANIZATIONS WRITE CODE
HOW MANY PEOPLE CAN DO SPREADSHEETS?
THIS IS AN ORDER OF MAGNITUDE MORE EMPLOYEES WHO
THINGS LIKE LET'S GO GRAB THE THING WE SELECTED
DATA ABOUT AN ACCOUNT IN THIS CASE MAYBE THE FULL
BUT THEN ALSO TO GET MORE ADVANCED WITH IT.
AND WHEN YOU COOK WITH THESE PARTS WHEN YOU PUT
CODE I CAN START TO DO INCREDIBLY POWERFUL THINGS
I CAN PULL IN MULTIPLE DATA SOURCES.
I CAN COMPLETELY VISUALLY FORMAT HOW THIS EXPERIENCE
I CAN MANIPULATE THESE THINGS ON THE FLY WITH MY
I CAN REACH NOT JUST INTO THIS LIST OF PRODUCTS
PULL THE THINGS OUT OF THE LINE ITEMS AND I CAN
IN SIMPLE FORMULA LANGUAGE.
IN THIS CASE I'LL FILTER DOWN A SUBSET OF THESE
AND AS I'M DOING THAT I'M BEING GUIDED AT EVERY
TOLD HOW TO COMPLETE THESE FORMULAS, OOPS, IF I
THERE WE GO.
HOW TO COMPLETE THESE THINGS AND ASSIST IT AS I
AND COMES BACK I'M ABLE TO DO EVEN MORE THAN JUST
I'M ABLE TO ACTUALLY VISUALLY FORMAT HOW THIS APPLICATION
LET'S POP POP BACK OVER TO SCREEN TWO HERE.
YOU GUYS BACK STAGE, CAN YOU HELP ME OUT?
THANK YOU.
VISUALLY FORMAT HOW THIS THING IS SUPPOSED TO LOOK
VIEW MAKE THE MULTIPLE DRAWERS AND START TO TURN
TO ACTUALLY LOOK LIKE.
NOW, IN JUST A FEW CLICKS THERE I'M ABLE TO BUTTON
THE DRAWER IS SUPPOSED TO LOOK LIKE SO THEY CAN
ALL THE WAY FORWARD TO POINT OF ACTION IT'S NOT
TOGETHER THE ENTIRE PROCESS.
AS I GO AND SELECT THESE THINGS THAT ARE MISSING
THEN VISUALLY FORMAT BASED ON THAT, RIGHT, EVERY
I CAN PUT EVERY CONDITIONAL LOGIC THAT I CAN FILTER
THAT I COLLECTED LET'S GO MAKE IT RED NOW I'M
OF COURSE I CAN EVEN MASH UP DIFFERENT DATA SOURCES
I'M GOING TO DO THIS LAST STEP HERE THEN WE'LL
SO I CAN PULL TOGETHER JUST VERY FAST AND VERY
WITHOUT WRITING STILL A SINGLE LINE OF CODE.
I CAN SAY, HEY, LEAVE YOUR PARTS MANUAL BEHIND.
WALK INTO THIS CUSTOMER LOCATION, OPEN A DRAWER
THIS ONE AND THAT ONE AND THIS ONE.
DONE.
COMPLETELY TRANSFORMED BUSINESS PROCESS.
THERE IS NOT ANOTHER PLATFORM ON THE PLANET THAT
BUT IT'S NOT JUST ABOUT THIS ONE SCREEN OR THIS
IT'S REALLY ABOUT THE ENTIRE PICTURE WORKING TOGETHER.
LET'S POP BACK TO THAT FIRST SCREEN THAT WE BUILT.
NOW, THIS VIEW IS POWERFUL, BUT IT'S ACTUALLY NOT
I DON'T WANT TO GIVE ALL MY SELLERS ALL THE ACCOUNTS
I WANT TO TELL SOMEBODY EXACTLY WHERE TO DRIVE,
TELL THEM EXACTLY WHERE TO GO NEXT.
THAT'S A ROUTE MAPPING ALGORITHM.
I'M NOT GOING TO WRITE THAT IN A ONE LINE EXCEL
THAT'S A GREAT OPPORTUNITY TO WRITE PROFESSIONAL
WE'LL THROW ALL THIS OUT AND LEAVE BEHIND ALL
OF COURSE NOT, THIS IS A PLATFORM WITH NO CLIFFS
THAT PROBLEM WRITE JUST THE RIGHT MAPPING ALGORITHM
LOW GRADE DEVELOPER RIGHT IN THE CONTEXT OF THE
I CAN HAVE THEM COME IN HERE AND SELECT A PARTICULAR
THAT'S NOW CUSTOM BASICALLY AUGMENT THE LIST OF
ROUTE MAPPING ALGORITHMS OR IMAGE PROCESSING ALGORITHMS
RUNNING.
IF WE FAST FORWARD HERE TO THE REST OF THE BUSINESS
ORDER AND HAVE A QUOTE FOR THIS CUSTOMER FOR THE
I WOULD NOT BE AN AUTO PARTS PERSON IF I DIDN'T
ON THAT ORDER.
NOW DISCOUNTING IS HARD.
THAT INVOLVES PROCESSES AND INVOLVES APPROVALS
NO.
DOES THAT MEAN I'M OUT OF LUCK HERE I HAVE TO GO
IT MEANS I CAN MODEL THIS PROCESS JUST LIKE I WOULD
FLOW WHICH IS THE AUTOMATION AND BUSINESS PROCESS
I CAN GRAB EVERYTHING I KNOW ABOUT THE ORDER.
EVERYTHING I KNOW ABOUT THE USER AND RICHLY FORMAT
AND GO FORWARD.
NOW, AS I DO THAT AND I PUT THOSE PIECES TOGETHER,
ON THE FRONT LINE IS NOW COMPLETELY TRANSFORMED.
THEY'RE ABLE TO WALK INTO A CUSTOMER KNOWING EXACTLY
TAKE THEM TO GET THERE.
THEY'LL BE ABLE TO GET RECOMMENDATIONS ABOUT AN
THEY'LL BE ABLE TO POP IN SELECT A PARTICULAR ITEM
BE ABLE TO GO ALL THE WAY DOWN TO THIS POINT OF
REQUESTING AN APPROVAL ON IT.
BUT THE PROCESS DOESN'T EVEN STOP WITH WHAT ONE
IT CASCADES TO EVERYBODY ELSE INVOLVED IN THIS
THE APPROVER IN SOME OTHER COMPLETE LOCATION, WHICH
AS WELL.
IN MOMENTS WILL GET THEIR OWN NOTIFICATION ABOUT
PROCESS FORWARD ON THEIR OWN.
THERE IT IS.
47% WE CAN POP FORWARD AND KEEP THIS PROCESS MOVING.
NOW, THIS IS JUST ONE PROCESS FOR ONE CUSTOMER
BUT THERE ARE EXPERIENCES LIKE THIS ACROSS INDUSTRIES
TOOL DRAWERS OR IPS PREPARING MOTORS OR 200,000
PLATFORM, THE OPPORTUNITIES ARE ENDLESS AND WE
AS WELL.
THANK YOU VERY MUCH.
[APPLAUSE].
>> WOW.
SO RYAN SORT OF TOUCHED ON THIS, BUT THAT WAS A
THIS WAS ACTUALLY DONE BY ONE OF OUR SELLERS IN
THEY WERE CONSIDERING A COMPETITIVE PRODUCT AND
A LOT ABOUT THEIR BUSINESS PROCESSES, WHERE THEY
WERE OPPORTUNITIES AND THIS TECHNICAL SELLER WENT
APPLICATION THAT THEY SHOWED THE ACCOUNT THAT
CUSTOMER ENVISIONED.
ALL WITHOUT WRITING CODE, ALL INTEGRATING WITH
POWERFUL PLATFORM FOR HITTING YOUR CORE BUSINESS
IF YOU WILL.
AND SO THAT'S SORT OF THE GRAND TOUR.
ACTUALLY IT'S NOT THE GRAND TOUR IT'S A LITTLE
WE'VE GOT SUCH BREADTH IN THIS PRODUCT LINE.
NOT JUST ACROSS DYNAMICS 365 BUT ABOUT ACROSS THE
IN AN HOUR AND A HALF TO REALLY SORT OF DRILL
TO TAKE YOU ON YOUR DIGITAL TRANSFORMATION JOURNEY.
NEXT WEEK WE ACTUALLY HAVE ANOTHER LIVE VIRTUAL
WANT TO JOIN US FOR THAT INTO ALL THE CAPABILITIES
THE NEW ANNOUNCEMENTS THAT WE MADE TODAY AND BEHIND
AND HOURS AND HOURS AND HOURS OF DEEP DIVE VIDEOS
DELIVERING.
AND SO BEFORE I FINISH, I KEEP REMEMBERING TO DO
DUBRAVNEK HUNDREDS OF PEOPLE THAT ARE LIVE STREAMING
I WAS ACTUALLY AS I WAS LOOKING AT THEM ON TWITTER
THANK YOU FOR JOINING US AND FOR THE THOUSANDS
THIS LIVE WEBCAST, THANK YOU FOR JOINING US AND
YOUR DAY.
THANK YOU VERY MUCH.
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