The dramatic events of 2020 have clarified the urgent need for digital transformation in countless organizations. The rise of remote work and the rapidly increasing use of cloud technologies are just two drivers of the relentless pace of digital disruption. Despite this, many companies remain underequipped or hesitant to embrace digital transformation. Understanding the key drivers of change and leveraging the powerful capabilities from technologies with a collaborative platform can aid an organization to prepare for digital transformation. Building a Digital Future provides a clearly defined roadmap for executing this change with Microsoft Dynamics 365. Firms of all types and sizes will learn how Microsoft Dynamics 365 can help them: * achieve competitive advantages for their business * reduce the time needed to effect change by automating time-consuming tasks * drive innovation and improvements through an evergreen system post implementation Each chapter of this book is curated with best practices, compelling customer examples, pitfalls to avoid, and salient points to remember. Building a Digital Future enables organizations to truly embrace the benefits of digital transformation by anchoring Microsoft Dynamics 365 at the core of their business. Perfect for any business leader looking for a one-stop and comprehensive playbook for transforming their business into a digital powerhouse with Dynamics 365.

Foreword xiii Preface xv Acknowledgments xxi About the Contributors xxv Part I Digital Transformation with Dynamics 365 1 Chapter 1 Digital Transformation and the Case for Change 3 Change, Change, Change 4 Digital Transformation: Key Drivers 6 Digital Transformation: Disrupt or Be Disrupted 11 Digital Transformation with Dynamics 365 14 Summing Up 17 Notes 18 Chapter 2 Capabilities for Transforming Your Business with Dynamics 365 21 A Platform for Change and Transformation 23 How to Drive Business Efficiencies 28 Data Platform: The Secret Sauce 29 Business Process: Simplification, Standardization, and Automation 31 Is There a Choice: Cloud or On-Premise? 34 Summing Up 36 Notes 37 Chapter 3 The Power of the Microsoft Platform 39 Rise of the Citizen Developer: Improving Productivity with the Power Platform 41 Building Custom Apps with Power Apps 42 Resources and Community Groups 44 Using Power BI to Create a Data-Driven Culture 46 Accelerating Organizational Capability and Driving Efficiency 51 Moving from Reactive to Proactive with IoT Integration 55 Improving Experiences with Chatbots and Natural Language Processing 60 Summing Up 62 Part II Blueprint for Executing a Successful Dynamics 365 Project 73 Chapter 4 Five Cornerstones of Digital Transformation 75 Strategic Shift 76 Cultural Shift 78 Shift in People's Mindset 82 Process Shift 90 Governance and Control 92 Summing Up 95 Notes 96 Chapter 5 Program Readiness 97 Plan Before You Leap 98 Define Program Benefits and Outcomes 100 Knowing Your Business Processes 100 Pre-Project Communication 103 Digital Leadership 103 Selecting an Implementation Partner 107 Preparation and Readiness Before Program or Project Kick-Off 109 Summing Up 112 Notes 113 Chapter 6 Deep Dive: Organizational Change Management for Dynamics 365 and DX 115 Failings of Tactical OCM 118 Why Invest in Strategic OCM Before Starting the Project 120 Organization After Implementation and Role Change 123 Gain Meaningful Digital Insights for Change 128 Embedding Required Cultural Transformation in the Organization 131 Measuring User Adoption, Key Performance Indicators, and Benefits Realization 133 Measure Benefits Realized Post Go-Live 137 Summing Up 138 Notes 140 Chapter 7 Fundamentals of Executing a Successful Dynamics 365 Project 141 Effective Communication 142 Importance of Design Thinking, UX Design, and Customer Journey Mapping 144 Establishing Clear Design Principles at the Outset 149 Shortening Project Timescales Through Empowered Decision Making and Collocated Teams 152 Pragmatic Approach to the Agile Implementation of Dynamics 365 156 Incorporating Traditional Planning Approaches with the Flexibility of Agile and Scrum 159 Embrace Change: Deliver to Time and Budget 161 Summing Up 164 Part Driving Innovation and Improvements with Dynamics 365 175 Chapter 8 Makers and III Shakers of Dynamics 365 Transformation 177 Project Charter: Roles and Responsibilities 178 Critical Role of the User on a Dynamics 365 Project 182 Understanding of Value to Use 185 Delivering Value and Getting an Equitable Return 186 Why Users Should Create Dynamics 365 Documentation 187 Role of Microsoft Customer Success Manager 192 Leverage Your Community 196 Summing Up 199 Notes 200 Chapter 9 What Does Post Go-Live Look Like? 201 The Windows: Planning for Operations 202 Manage Your Dynamics 365 Operations? 203 Best Practices for Dynamics 365 Operations 208 Value Add with Continuous Innovation 209 Managing Your Product Backlog Post Go-Live 218 Summing Up 223 Note 224 Chapter 10 Dynamics 365 Support and Continuous Improvement 225 Recommendation for the Dynamics 365 Business Team 227 Recommendations for the Dynamics 365 Application Support Technical Team 229 How to Support Dynamics 365 Implementation 232 How to Continuously Improve 236 Benefits Realization 244 Continuing Culture of Digital Transformation 245 Summing Up 248 Notes 249 Part IV Appendices 257 Appendix A Success Enablers for Dynamics 365 Implementation 259 Appendix B Microsoft FastTrack for Dynamics 365 275 Index 295