Augmenting Customer Experience with SharePoint Online

Charles David Waghmare has been working with Shell as Business Analyst in the area of Office 365 services such as SharePoint Online, Yammer, and Teams. Before, he was working with Capgemini since 2011 for period of eight years, into various roles such as Yammer Community Manager, managing Enterprise Knowledge Management platform called as KM3 and developing a Knowledge Management platform for Digital Customer Experience (DCX) organization using SharePoint Online, to manage Client references and knowledge assets related to Artificial Intelligence and customer experience (CX) and promoting Microsoft Azure Chatbots to automate processes, develop proactive conversation with users and create new use cases. Recently, Charles has joined Shell Before Capgemini, Charles worked with ATOS (Erstwhile SIEMENS Information Systems limited) for a period of five years starting 2011. In his tenure, he was Community Manager of SAP-based communities at ATOS where he managed communities using Technoweb 2.0 – a Yammer-like platform. In this Communities of Practice (CoP) initiative, Charles was also responsible for managing community sites built in SharePoint. Further, at ATOS, Charles was global rollout manager for a structured document-management system built in SharePoint. Charles loves reading motivation books and his favourite book is “The Monk who sold his Ferrari”.

Chapter 1:  Introducing SharePoint Online Features.- Chapter 2:  Office 365 and SharePoint Online for Digital Customer Experience.- Chapter 3: Exploring Digital Customer Experience.- Chapter 4: Using UX and UIs to Develop Smart Portals.- Chapter 5: Building Knowledge systems using SharePoint Online.- Chapter 6: AI in DCX.