Today we are on a path where customer experience is destined to overtake both price and product as the key brand differentiator for organisations. I am sure you will agree from personal experiences, those organisations that provide a great customer experience are not only the ones you remember but also the organisations who retain your business. However, it may be fair to say the organisations who really deliver that compelling experience may not be as common as we, as consumers, would like or expect. Surely, it should be a realistic expectation that if we go into for example a store, it is possible for the person we engage with to know who we are, what we have bought previously and our preferences to enable tailoring of the offer. It should then also be possible that based on our selection at the point of sale there is accuracy in understanding what stock is available and if it is unavailable how soon the requirement can be fulfilled. There are many who can achieve this but equally there are many who cannot, and this is but one sector. The situation is mirrored across many sectors. Technology is transforming our lives with applications and services that are equipping discerning buyers with the capability to decide which organisations they wish to engage with based on their expectations. With this power of choice in the hands of the consumer, or indeed business buyer, organisations are being driven to improve the experience they offer. The experience offered relies on a connected business process to align the experience, necessitating the need to transform how an organisation functions. Technology underpins the people and processes that enable these business functions. To evolve how the technology supports this transformation Microsoft is evolving how Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) are available to organisations through one cloud service. With new purpose built applications developed to manage specific business functions including Operations, Field Service, Project Service, Customer Service, Sales and Marketing, Microsoft Dynamics 365 brings the capability to start with specific applications and as your business demands you can grow the additional capabilities with ease, incorporating the insights, predictive intelligence and workflow optimisation you require, in other words it’s a new way of delivering business applications tailored to the specific needs of your business. We are bringing this solution to the UK market in November and will be announcing it at Microsoft's Future Decoded being held at London Excel on 1-2 November - register now. Confirmed speakers include: Chris Messina, inventor of the hashtag and Developer Experience Lead for Uber; Martine Wright, 7/7 survivor and Paralympic athlete; Chris Bishop and Katja Hoffman from the Machine Intelligence and Perception group at Microsoft Research in Cambridge; Toni Townes-Whitley, Corporate Vice President of Worldwide Public Sector at Microsoft; The UK market launch of Microsoft Dynamics 365 will be delivered by Barb Edson (General Manager, Business Applications and Industry) who will outline Microsoft’s strategy for digital transformation and the unveiling of Microsoft Dynamics 365, the next generation of intelligent business applications that enable organisations to grow, evolve and transform. We will share how these applications unify CRM and ERP capabilities into purpose-built applications that work seamlessly together to help organisations engage customers, empower employees, optimize operations, and reinvent products and business models to meet the changing needs of their customers and capture new business opportunities. Visit www.futuredecoded.com for more exciting speaker updates as they are announced. Join us in November to explore the opportunities the future will bring allowing you, your people, your organisation and more broadly, the society we live within, to achieve more, and also to learn more about Microsoft Dynamics 365. Register now.