Microsoft has launched new Dynamics 365 applications for retail – Dynamics 365 Commerce and Dynamics 365 Connected Store – with the aim of transforming the customer experience.

Dynamics 365 Commerce is an omnichannel solution that unifies back office, in-store, call centre and digital experiences. Artificial intelligence-based systems provide insights to improve decision making and personalised services for customers, to ultimately enhance brand loyalty and operations.

Ste. Michelle Wine Estates plans to use the application to empower its customers and transform its operations.

Microsoft’s second new solution Dynamics 365 Connected Store aims to help physical retailers understand and improve the in-store experience by analysing data from video cameras and the internet of things (IoT) sensors, which provide real-time and predictive insights to improve decision making.

For example, Connected Store can improve the checkout experience by notifying employees that extra cashiers are needed, based on sensor or camera data. It can also monitor refrigerator and freezer temperatures through IoT sensors to quickly identify anomalies and protect stock.

British retailer Marks & Spencer is deploying Connected Store at its flagship in London to help it become a digital-first retailer. Store managers have reported that the application gives employees a real-time understanding of what is happening in the store, allowing them to work more efficiently and provide a more personalised customer experience.

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