Navigating the Customer Care Journey - Dynamics 365/CRM Service

Tuesday, May 9
3:00 PM - 4:30 PM
Room: Burlington Route

Format: Deep Dive

It's all about the journey, not the destination. Focus on the user experience is a critical part of any successful customer service strategy using CRM Systems. What key influences are at play, and what impact does the usability of an application then have on your customer’s complete encounter? Presentation and Open Forum Style Discussion Session exploring typical service experiences, building frictionless experiences for customers, and ideas for creating excellence in your future vision for Customer Care (CRM for Service).

Clarissa Simpson

Dynamics CRM Specialist
Ford Motor Company

Clarissa Simpson is a Microsoft Dynamics Specialist at Ford Motor Company, focusing on Contact Centers - Dynamics 365 for Service and has been honored by Microsoft Corporation as a Business Solutions MVP in 2017. She actively participates within the CRM Community as a Subject Matter Expert and Speaker in a variety of consultative and thought leadership topic areas for CRM. She is a Special Interest Group Leader & Current Member of the CRMUG Board of Advisors. Professional areas of interest include Governance & System Controls, Quality Control Management, Modeling of User Experience for Project Success, Change Management – Change Resistance & Resiliency, and Contact Centers. She previously lived and worked internationally in New Zealand for 15+ years, but now, when not engrossed with her Dynamics365 work, she can often be found wandering along the sandy shores of Florida’s coastline visiting local lighthouses, and seeking out sea glass and other sea treasure.


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