Data drives our world, and it is challenging us to get better at connecting people, products, and operations. Now, technologies are creating new and improved employee and customer experiences to help in this area. Microsoft Business Applications is one such technology that connects us all in this data-driven world. Organizations now have a comprehensive view of their business thanks to Microsoft’s intelligent solutions, including Dynamics 365 enterprise resource planning and customer relationship management, all of which are supported by Microsoft’s Power platform.

Although these solutions are powerful, they cannot stand alone. Organizations must support their employees and customers in adopting Microsoft Business Applications as their key components are implemented. Behavioral and cultural shifts to more agile and innovative ways of working are key in unlocking the power of connected data and productivity. Shifts in mindsets and skills must be embedded in the employee and customer experiences across the change journey, and Infosys Consulting can help guide this journey from awareness to effective adoption.

The Microsoft Business Applications Adoption Framework leads organizations through three success pillars, namely, human-centered design, content personalization, and adoption cycles. Each success pillar is informed by a cluster of key variables for a given adopter segment, which includes personas, use cases, business metrics, and enabling applications. Together, these variables set a foundation that is essential throughout the entire adoption journey.


We first partner with the program’s functional analysts and attend their design workshops to understand the current processes, pain points, and new best practice processes. During these workshops, we will capture the inputs needed to create personas, user journey maps, and the ‘what’s changing’ story. Then, these artifacts will be presented to leaders and other stakeholders, so that they may see and feel the new employee and customer experience. These learnings will also be integrated into an organizational change management strategy and plan that is socialized throughout the entire organization.


This second pillar is where we bring plans and changes to life. Here, we lead program awareness campaigns, further define both the ‘what’s changing’ story and new ways of working and create a library of persona-based communications and training materials for each impacted user group.


Finally, as a part of the third pillar, we coach leaders and business ambassadors to drive communications and training events that will future-ready the organization. We accomplish this by facilitating leadership engagement sessions, assessing business readiness, establishing a change network, and disseminating a ‘what’s changing’ campaign in multiple cycles:

  • The first cycle is at the enterprise level, and activities are executed once over. Although it is important for level-setting, this is not even half of our adoption story.
  • The true business value is then unlocked during iterative adoption cycles, where activities are executed at the individual business level. During these adoption cycles, we work with each business unit and department to build understanding and operational proficiency in both the new business processes and the enabling Microsoft Dynamics application use cases. This in turn facilitates the highest level of adoption of new ways of working.

This framework, along with your business expertise, will not only elevate your employee and customer experience but also ensure a successful business transformation. We look forward to working with you on the Microsoft Business applications adoption journey!


Michael Hendrix

Michael Hendrix

Partner, Talent & Organization Practice

Michael Hendrix is a Partner at Infosys Consulting in the Talent & Organization Practice and a 30-year veteran in the IT, consulting, and outsourcing industries. His areas of expertise include workforce transformation, organizational change management, persona-based communication and learning, digital learning experiences, modern workplace, digital business transformation, business development, and practice operations. He helps clients align people, processes, and technologies to drive individual and organizational performance.
Kristina Witt

Kristina Witt

Sr. Principal, Infosys Consulting

Kristina Witt is a Sr. Principal at our talent & organization practice. She has 15 years of experience in market research, multi-media communications strategy and execution, and user experience analysis. She is passionate about uncovering fundamental dynamics and data to enable deliberate decision-making and project evolution, particularly as organizations navigate some of the most challenging digital transformations, including cloud adoption and pushing toward new target operating models.

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