Microsoft Business Applications

Managed Services


With a dedicated team, we take the day-to-day care of your customer-facing business applications off your hands and ensure targeted optimization of performance, processes, and customer interactions. This allows your organization to focus on CX Strategy, CX Innovation, and CX Optimization. Through regular CX vision meetings, we determine the next steps on your transformation path together.

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Which state best reflects your organization’s CX maturity?

The State of Customer Experience in Your Organization

Moving towards a structured CX approach

Today, your customers experience fragmented journeys, Business Applications such as Dynamics 365, Power Platform, and Copilot are not or only partially adopted, and your organization is beginning to explore the potential of AI and intelligent agents.

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Scaling towards Connected Customer Experiences

Your organisation is preparing to establish the foundations for connected and scalable customer experiences. Business Applications are becoming more integrated, AI agents and automated workflows are being adopted across teams, and governance is emerging to support consistent, reliable, and intelligent customer operations.

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Transitioning from Intelligence to Autonomy

Your organisation has established connected customer journeys across channels and teams. Business Applications are deeply integrated into daily operations, AI agents and automation are delivering measurable value at scale, and governance frameworks are well established. Customer experiences are increasingly personalised and data-driven, while the organisation is preparing to transition from intelligent assistance to autonomous customer operations.

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Current State Summary

  • Fragmented Customer Experiences and Manual Workflows
  • Limited use of Business Applications
  • AI and AI Agents adoption in early stages

Current State Characteristics

  • Customer experiences are inconsistent because processes and data are spread across siloed teams.
  • Business Applications are in place but not yet used to create connected, end‑to‑end customer journeys.
  • Manual work dominates operations, slowing response times and limiting service quality.
  • AI Agents are only used experimentally, not yet embedded to improve customer interactions at scale.
  • AI contributes minimally, leaving significant opportunities to personalize experiences and reduces friction across the customer lifecycle.

Target State Summary

If this listing reflects the challenges within your organization, the Foundation Tier is your ideal entry point: a stage dedicated to building strong foundations for customer experience, creating stability, and positioning you right at the edge of meaningful transformation. Ready to shape the next chapter of how you serve your customers.

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Current State Summary

  • Customer experiences remain fragmented across channels, teams, and processes.
  • Business Applications are in place but are not yet fully connected or consistently adopted.
  • AI, automation, and governance initiatives are emerging, with early experimentation underway.

Current State Characteristics

  • Customer-facing processes operate largely in silos, resulting in inconsistent experiences and manual handoffs.
  • Business Applications support specific business functions but are not yet leveraged as a connected customer engagement platform.
  • Teams rely on manual processes and disconnected data sources to manage customer interactions.
  • AI agents and automation are being explored through pilot initiatives and targeted use cases.
  • Governance practices are informal or evolving, with limited standardisation across teams.
  • The organisation recognises the need for a more integrated and scalable approach to customer engagement.

Target State Summary

This is the Growth Tier: the moment when your organization is ready to move beyond fragmented operations and commit to scaling intelligent, connected customer‑centric operations. Clear objectives emerge, momentum builds, and you begin to discover just how far intelligent systems can elevate the experiences you deliver.

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Current State Summary

  • Connected customer journeys across key channels and functions.
  • Mature Business Applications adoption across customer-facing teams.
  • AI, automation, and governance capabilities are established and delivering measurable value.

Current State Characteristics

  • Customer-facing processes are largely connected across departments.
  • Business Applications provide a trusted platform for managing customer interactions and operations.
  • AI agents support a growing range of customer and employee workflows.
  • Automation is improving efficiency and reducing manual effort across teams.
  • Governance frameworks are well established and support scalable operations.
  • Data and AI insights are increasingly used to improve decisions, service quality, and customer outcomes.
  • The organisation is building confidence in intelligent automation and preparing for broader autonomous capabilities.

Target State Summary

If this is the level of customer excellence you aspire to, the Intelligence Tier is your destination: a stage where intelligence doesn’t just support your organization. It powers it, enabling proactive, autonomous, and deeply personalized experiences that once felt like science fiction.

Reach Out Our Approach
Unlock > Evolve > Scale > Impact

How We Help You Grow

Our service offering helps organisations move beyond day-to-day operations and build a clear path toward Customer Excellence. Through a structured journey of ideation, optimization, innovation, and scale, we help you unlock value, evolve capabilities, grow with confidence, and create measurable impact.

Phase 1 – Unlock:
Discover Your CX Potential and Opportunities

Our CX Strategy Office combines strategic workshops, maturity assessments, fact-finding, and collaborative ideation to help your organisation maximize the value of its Business Applications. By understanding where you are today and where you want to be tomorrow, we identify improvement opportunities, prioritize initiatives, and create a clear roadmap for delivering exceptional customer experiences, operational excellence, and long-term growth.

Phase 2 – Evolve and Connect:
Connect Your CX Systems and Teams

Building on the blueprint created during the Unlock phase, we help your organisation evolve and connect its customer experience ecosystem. Through integrated Business Applications, connected data, and streamlined processes, we enable more efficient operations and more engaging customer experiences. Our Managed CX Delivery Services (MCXDS) provide the operational expertise and continuous improvement needed to transform your roadmap into measurable business outcomes.

Phase 3 – Scale and Innovate:
Embed AI and Automation in Your CX Ecosystem

Building on the connected foundation established in the Evolve & Connect phase, we help your organisation scale and innovate by extending successful practices across the enterprise. Through advanced automation, AI-powered capabilities, and continuous optimisation, we create the conditions for sustainable growth, stronger governance, and increasingly intelligent customer operations. Together, we accelerate innovation and prepare your organisation for the transition towards autonomous customer experiences.

Phase 4 – Impact:
Achieve Customer Excellence and Autonomous Operations

Building on the capabilities established in the Scale & Innovate phase, we help your organisation create meaningful impact. Through continuous optimisation, intelligent automation, and data-driven decision-making, we deliver measurable improvements in customer experience, operational efficiency, and business performance. The result is a resilient, adaptive service model that creates lasting value for both your organisation and your customers.

Request a Virtual Consultation!
(It will only take 5 minutes)

Request a FREE 30-minute introductory session with our experts to explore your challenges, share initial ideas, and better understand your goals. This conversation lays the groundwork. Next steps will be determined based on what we uncover together.

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