CRMUG UK November 2016 Agenda

The next UK CRM User Group is in Reading on Wednesday 23rd November. We have some great educational, informative and entertaining sessions for you from peers and industry experts.

Who can attend?

This meeting is free to attend for all CRMUG members and subscribers, thanks to Microsoft’s continued support of the events, providing venues and refreshments for us. You can sign up for a Basic membership of CRMUG at no cost. Don’t miss this opportunity to experience what the CRMUG has to offer you and other Dynamics CRM users!


Registration for this event is now closed.

CRMUG Event Click to add the CRMUG UK November 2016 March meeting to your Outlook calendar


Feel free to arrive at any time from about 8:30 to enjoy coffee and breakfast pastries and get a bit of extra networking time before we start the day. Maybe reach out in advance to people you have met at previous events, and arrange to meet and catch up on what you are doing with your CRM projects at the moment over a hot drink.

The agenda below is draft and we will add more detail in due course. All sessions are of course subject to change, so don’t forget to follow @CRMUGUK on twitter for updates.

We will have three tracks for most of the day, so you can choose the session that is of most interest and relevance. There are a wide range of topics for everyone from business managers and project owners through administrators and functional consultants to the most technical system customisers and developers. All details below are subject to alteration and intended as a guide only. We are trying to finalise details for the last few session slots at the moment.

08:30 Registration and coffee
09:00 Welcome & CRMUG News
Adam Vero, MVP – CRMUG UK Chapter Leader
1 track
Dynamics 365, now generally available
Dynamics 365 is made generally available on 1st November 2016 and brings with it some commercial and capability changes which promise to create more value for customers through the business applications that are being added. This session will be a combination of presentation about the new service and some Q&A which will be an open discussion – please feel free to submit your questions in advance on the discussion page in the UK Community on or in the comments below.
Matt Fox, Product Marketing Manager, Microsoft
10:30 Coffee and Networking
3 tracks
Customer Showcase: London Borough of Enfield
Tim Kidd, Head of Digital Delivery

Episode V: Return of the Voice of the Customer
A long time ago (last July), in a galaxy far, far away (London), Voice of the Customer we showed you. Now you can use the Force (of VoC) to feel the thoughts of your customers.
Customer feedback leads to response scoring. Response scoring leads to actionable insight. Actionable insight leads to successful outcomes. Find out how to automatically respond to good and bad feedback, visualise your results, and more!
Simon Whitson (@Whitson), Data Architect and CRM Jedi, Whitson Consulting
Andrew Bibby (@AndrewBibby), Rebel Forces CRM Consultant, CRMPlus

Dynamics 365 Community Schema Project Round Table
Join us to discuss a new open-source initiative which aims to reduce customisation time on projects by creating a feature driven schema for Dynamics CRM. This session will include an introduction to the project and an open discussion about the challenges and ways we can move forward. We need YOU to share your experiences so you can make a difference! For more information, read the Dynamics 365 Schema Project introductory page here.
Chaired by: Sarah Critchley (@DynamicCRMCat), CRM Developer, Cambridge Online Systems
Scott Durow (@ScottDurow), MVP,

11:50 10 minutes to swap rooms
3 Tracks
Customer Showcase: AQA Education
When AQA migrated to MS Dynamics CRM they found themselves with a real challenge due to the inheritance of duplicate, incomplete and outdated data. As with any business they need data they can rely on, so they partnered with Data8 to ensure their vision of a reliable single source of truth about each customer could be delivered. The results exceeded expectations but it’s what they learned along the way about user experience, ways of maintaining data quality and achieving CRM excellence that we want to share the CRMUG UK Community.
Join us as we discuss the real challenges, the solutions and the benefits and share our key learnings that you can take away!
Sandra MacPherson, CRM Project Manager, AQA
George Taitt, CRM Manager, AQA
Rich Hartland, IT Director,Data8
Emmy Lippold, Marketing Manager, Data8.

20 Real-world tips for delivering CRM systems
Delivering success means different things to different people. A CRM Consultant is delighted with a project which is delivered on time and to budget but the customer might be left feeling short changed.
It is possible to relieve stress and deliver success by adopting a few real-world tips and tricks. This session includes a mash up of technical, commercial, interpersonal and business tips which all add up to an improved delivery.
Rick Coyle, SlicedBread

Differentiate Yourself with Machine Learning &Cognitive Services
Learn how you can use Microsoft’s Cortana Intelligence suite to transform data into intelligence and give you and your customers the edge. Find out more about the various cognitive services available and how to engage your customers in a more natural way. Understand how to get up and running and start using these technologies, and hear some real world stories to help inspire you to take the first steps.
Bruce Nicholson, Microsoft
(this session is likely to be shorter than the full 50 minutes, which means you can get to lunch early or sneak in to get the last 5 of Rick’s tips)

12:50 Lunch and Networking
3 tracks
Customer Showcase: Metro Bank
Whether you are a business analyst, a developer or just a CRM fan, this session will help you to approach some real business scenarios and model your complex rule requirements in Dynamics CRM without writing code by using North52’s Business Process Activities solution.
Ramon Tebar (@RamonTebar), MVP, MetroBank
Bruce Buxton, Partner and Business Development Manager, North52 (@_North52_)

Better Collaboration using Office 365 Groups and CRM
Office 365 Groups represent the long awaited solution for CRM to fully take advantage of the collaboration capabilities of SharePoint and Office Online.  Not only are Groups a fantastic toolset which leverage the best of Office 365, but they have integration with CRM which really makes sense.  This session will explore the role for Groups within the wider Office 365 suite and specifically their relationship with CRM.

The role of Groups will be introduced by demonstrating key features including Documents, Notes, Conversations and Planner.  The interfaces in CRM to Groups will be demonstrated and the technical configuration options discussed.  Finally by exploring the Microsoft Roadmap the value of Groups will become clear and why they represent a great tool for delivering better collaboration in CRM.
Peter Baddeley (@Baddaz)

Introduction to Project Services Automation for CRM
Come and find out what exactly PSA (Project Services Automation) is, how it fits into the Dynamics 365 offering and the value it can add to your business. If you manage internal projects or deliver external projects, or need to schedule any kind of resource then this is something you need to know more about.
Bruce Nicholson, Microsoft

14:45 Coffee and Networking
1 track
XRM Factor
What tools can you use to make your CRM system better?
Can you use something to save time when administrating or customising CRM?
What about simple add-on solutions that deliver value for your end-users?
Building on our CRMUG maxim of “by users, for users”, a selection of your peers will present their favourite tools for making CRM “better”. You will then vote for which two tools you would like to hear more about, and ultimately vote for a winner.
Chair: Adam Vero (@AdamVero), Reigning European XRM Factor Champion
1 track
Ask the Experts and Medics
A chance for more Q&A with today’s speakers and Medics. Bring along your CRM problems, questions about anything you are struggling to get working or ask for suggestions on the best approach for your next customisation challenge.
Close for a 17:00 finish


This meeting will be at Microsoft’s UK HQ in Reading.

Building 3
Microsoft Campus
Thames Valley Park


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