Business ApplicationsVision and What’s Next

Nicola SchirruBusiness Applications Group Lead,Microsoft Italy

Industries in TransitionIndustries in Transition

Data+

intelligence

Optimize operations

Transform products

Engage customers

Empower employees

Medium businessesApplicazioni di Core Business

Sicurezza IT

Device mobili

Cloud PaaS

Cloud SaaS

Large businessesSicurezza IT

Applicazioni di Core Business

Cloud Iaas

Analytics/BigData/Cognitive/AI

Enterprise Mobility

34%

29%

19%

17%

15%

35%

28%

17%

16%

15%

Digital Feedback Loop

Dynamics 365

Dynamics 365 UnifiedPeople and ProcessesBeyond CRM and ERP…

ModernModular, OmnichannelEnd-2-End and beyond…

AdaptablePlatform, AppSourcePower Platform

IntelligentInsights, MR, AI

Virtual Agent

Fraud Protection

AI Builder

Portals

Layout

Guides

Product Visualize

Remote Assist

Customer Service Insights

400+new capabilities

Product Insights

Sales Insights

Customer Insights

Customer Insights

Close the gap by activating Data to gain Insights

Unified multichannel customer data

Integrate your sales & marketing tools to create a 360-degree view of your customer

Smart, personalized marketing decisions with AI-driven insights

Customer Insights

Customer Insights

Customer Insights

Customer records automatically merged into one unified customer profile

I

Customer Service Insights& Virtual Agent

Supporting effective Proactive Customer Service

Analysis of agent performance

Customer sentiment andNext Best Action(Cust Insights integration)

Deflect call volume with thehelp of virtual agents

Customer Service Insights & Virtual Agent

Customer Service Insights & Virtual Agent

Customer Service Insights & Virtual Agent

Risk Insights for improved Customer Support Experience

Adaptive AI Technology

Trained engine on Microsoft own

business

Transaction Acceptance

Booster

Accountcreation

protection

Fraud Protection