• David Kohar

A New Wave for Dynamics 365 Commerce and Customer Voice

Updated: Mar 23

We’re seeing more and more manufacturers moving to ecommerce models and digital selling focused on their aftermarket business. As these multi-channel sales strategies continue to evolve, Microsoft continues to deliver relevant technologies to the market.


Microsoft is releasing a number of updates to Dynamics 365 Commerce that markedly improve the ecommerce experience and is introducing Customer Voice, a multi-channel survey solution to get timely feedback from customer on products and service.


I joined Dina Apostolou, Microsoft’s Senior Director of Product Marketing, for a preview of the entire wave of updates that are coming to all Microsoft Dynamics 365 applications, and manufacturers can look forward to a host of improvements to customer experience and product life cycle. You can watch the entire interview by clicking here. In this 3rd blog in the series, I am focusing on Dynamics 365 Commerce and Customer Voice.


In this video, Dina tells us about the improvements to Dynamics 365 Commerce and Customer Voice and how they’re strengthening the personalized, omnichannel customer experience through ecommerce with smart product recommendations and enhanced customer feedback.


Highlights to Dynamics 365 Commerce & Customer Voice:

Dynamics 365 Commerce

  • New experimentation capabilities enable easy-to-configure A/B testing, showing relevant experiences to customers while driving increased conversion rates.

  • Track abandoned carts for analysis and send notifications to these customers to maximize revenue and return rates.

  • Create additional lift online with the ability to “shop similar looks”— a new intelligent capability that uses a product image to automatically discover and recommend other similar products.

Customer Voice

  • Multi-Channel Survey Distribution - collect customer feedback across multiple channels where your customers are. In addition to the email survey, web embed, and QR Code, you can send embedded surveys through Omnichannel for Customer Service.

  • Integrate data for deeper insights – Customer Voice includes built-in integration capabilities to connect with any business application system – both Dynamics 365 and third party.

The release, rolling out between October 2020 and March 2021, contains hundreds of new features across Dynamics 365 applications including Marketing, Sales, Customer Service, Field Service, Finance, Supply Chain Management, and more.