Leveraging Dynamics 365, Power Platform & Copilot to Accelerate Innovation in Your Industry
Executive Summary
In 2025, we are continuing to see market disruption by organizations that can address artificial intelligence (AI), digital transformation, and evolving consumer behaviors as part of their daily workflow.
Native features and capabilities in Dynamics 365, Power Platform and Copilot empower Microsoft customers to accelerate adoption of these trends. Learn how customers across multiple sectors are taking advantage of Microsoft’s substantial investment to drive innovation and growth.
If you’d like to discuss how your organization can leverage technology trends for competitive gain, please reach out.
Trend 1. Incorporating Artificial Intelligence and Machine Learning into Operations across Customer Experience, Finance & Supply Chain
AI and machine learning are becoming deeply integrated with business systems. These technological advancements continue to be at the forefront of innovation across all sectors.
Consumer Products | Generative AI is driving the content supply chain, enabling brands to create personalized marketing content at scale. |
Energy and Commodities | AI can optimize operations and integrate renewable assets into core trading systems. |
Financial Services | Seeing significant investments in generative AI for risk management and compliance. |
Retailers | Are leveraging AI to optimize supply chains and enhance customer experiences |
Transportation | Generative AI is optimizing experiences based on driver behavior, route conditions, and customer service level agreements. |
AI Case Study: C.H. Robinson
With nearly $20 billion in freight under management and 18 million shipments annually, C.H. Robinson is one of the world’s largest logistics platforms. Their 2700 employees manage more than 119,000 customers and 78,000 contract carriers.
In a competitive win against Salesforce, Microsoft Dynamics replaced several homegrown systems and now delivers personalized customer engagement journeys and a more efficient sales process for greater sales success.
Solution
Microsoft Dynamics 365 Sales & Power Platform: Provided a 360-view of customer needs, allowing them to create predictive sales journeys
Copilot and AI: Integrated to provide contextual assistance and enhance decision-making processes.
Outcomes
Reduction in Quote Times: Email quote times were cut down to just 32 seconds, significantly boosting productivity.
Productivity Increase: Achieved a 15% increase in productivity and improved quality of sales data by 89%, resulting in 14,000 new sales opportunities in the first six months
ROI: Investment paid for itself in just 11 months
Full story
C.H. Robinson improves visibility into customer needs with Dynamics 365 | Microsoft Customer Stories
Trend 2. Digital Transformation and Modernization
Digital transformation continues to be critical for companies that want to stay competitive. Modern cloud-based systems give organizations the stability and flexibility to customize workflows, while reducing the cost of technology administration and management.
Consumer Products | Legacy IT systems and traditional operating models need to be modernized to fully leverage AI and optimize the supply chain. |
Energy and Commodities | By modernizing their infrastructure, energy companies can integrate renewable energy sources, improve sustainability, and enhance operational efficiency |
Financial Services | Prioritizing modernization of tech infrastructure is necessary to augment digital security, accelerate approval decisions, and deliver innovative services. |
Retailers | A modern digital infrastructure allows retailers to develop retail media networks and deliver personalized customer experiences. |
Transportation | OEMs are establishing digital service operating companies to develop and manage digital services. |
Digital Transformation Case Study: Air India
Air India, the nation’s flagship carrier, modernized its infrastructure to upgrade the customer experience without increasing costs. Using Azure Open AI, Air India delivered one of the world’s first airline virtual assistants using generative AI.
Solution
Microsoft Dynamics 365: Implemented to manage customer interactions and streamline workflows.
Copilot and Generative AI: Integrated to automate responses and provide real-time assistance to both customers and employees.
Outcomes
Customer Query Management: Managed 4 million customer queries with Azure AI. Over 97% of customer inquiries were managed with full automation, avoiding millions of dollars in customer support costs.
Data Processing Efficiency: Reduced data processing time by 75% using Azure OpenAI Service. The automated solution handles 30,000 questions per day across 1,300 topic areas.
Full story
Trend 3. Data Security and Privacy
Data security and privacy remain top priorities as cyber security threats and greater privacy compliance become increasingly important to address.
Consumer Products | Firms are enhancing transparency in data usage and investing in robust security measures to comply with AI and data privacy regulations. |
Energy and Commodities | Smart meters that track energy consumption provide behavioral insights and signal risk of safety hazards. Protecting this information is essential to earning customer trust and to keep in compliance with energy regulations |
Financial Services | This highly regulated industry relies on the use of sensitive data to personalize customer experiences. Ensuring that data remains secure and private at all times is essential as firms modernize technology. |
Retailers | Retailers are looking to balance advertiser value, consumer privacy, and operational transformation at rapid speed. From creating offers at POS terminals to pinpointing customers online, balancing insight with privacy is critical to gaining wallet share. |
Transportation | Transportation companies collect detailed personal data including travel itineraries and location tracking. Unauthorized access to this information can lead to significant disruptions and safety hazards. Building data security policies into daily operations safeguards this information. |
Data Security Case Study: AXA
Counting 93 million clients globally and operating in over 51 countries, AXA is one of the world’s leading insurance and asset management groups. The company has equipped its 140,000 employees with generative AI tools with an emphasis on doing things securely and responsibly.
This transformation allowed AXA to protect sensitive customer information more effectively and maintain trust with their clients.
Solution
Microsoft Dynamics 365: Implemented to manage customer data securely and streamline operations.
Copilot and Generative AI: Integrated to monitor data access and provide real-time security alerts.
Outcomes
Enhanced Data Security: Achieved a 30% reduction in data breaches through proactive monitoring and AI-driven alerts
Compliance Improvement: Ensured 100% compliance with GDPR and other privacy regulations
Full Story
Trend 4. Customer Experience and Personalization
Enhancing customer experience through personalization is a key trend for 2025 and beyond. Generative AI combined with financial, operational and customer data enables companies to provide personalized guidance to accelerate the sales cycle and enhance the customer experience in real-time.
Consumer Products | Brands are using AI to personalize marketing content and improve customer interactions. |
Energy and Commodities | Energy companies can anticipate customer demand with greater accuracy, providing unique billing options based on customer need.
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Financial Services | Combining AI with financial data allows firms to monitor changes in credit worthiness and debt load, minimizing risk and optimizing the financial instruments offered. |
Retailers | Retailers are turning shoppers into co-creators of retail experiences, allowing buyers to explore options, like seeing their potential purchase with different sizes, colors or options before purchase.
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Transportation | Incorporating IoT devices into supply chain systems can allow customers to see the location, product temperature, and other key variables as items are transferred, ensuring safety of food and other materials. |
Customer Experience Case Study: G&J Pepsi
With 13 locations and more than 650 locations, G&J Pepsi is still managed by the family that founded it over 100 years ago. The company’s 2000 employees handle the manufacturing, distribution, sales, and franchising of beverage company operations.
The project objective was to maximize customer service, revenue, and cost savings by personalizing customer interactions and enhancing the employee experience. This transformation allowed G&J Pepsi to provide more tailored and efficient services, significantly enhancing the overall customer experience.
Solution
Microsoft Dynamics 365: Implemented to streamline manufacturing and distribution operations in one system, replacing a fragmented array of systems, paper, and manual processes.
Copilot and Generative AI: Used to analyze customer data and provide personalized recommendations and services.
Outcomes
Revenue Turnaround: From running at a $9 Million Annual loss, G&J Pepsi saw a $30 million annual increase in profit, totaling $57M over 3 years.
Enhanced Customer Service: Improved customer satisfaction through personalized interactions and services
Full Story
Next Steps
The technology trends for 2025 highlight the transformative potential of AI, digital transformation, data security, sustainability, and personalization.
To stay competitive and create value for customers and stakeholders, organizations must find ways to turn potential into profit. By leveraging AI, modernizing infrastructure, prioritizing data security, focusing on sustainability, and enhancing customer experiences, your organization will be able to navigate the complexities of the digital age and achieve sustainable growth in 2025 and beyond.
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