ABOUT ME

I am often asked how I became a functional consultant in the world of Dynamics 365. To answer that question I have to take you back to the beginning… almost!

Whilst studying my BSc Psychology degree at Liverpool Hope University, I developed a passion for consumer purchase behaviour and understanding the endless possibilities of reason behind a persons behaviour. Why do people choose to follow the latest trends? What messaging works best for generation Z vs X? And just how do we turn customers into brand advocates?

This passion led me to the Manufacturing Industry, where I would advise customers on their Marketing Strategies to improve footfall within their business, using a variety of traditional and digital marketing methods. I loved the buzz of creating strong campaign messaging that would support weekly or monthly events and would often work closely with the sales team to really understand the consumer.

From there I worked in a very fast paced Marketing Agency to help clients build a strong brand image, core values all whilst ensuring that the creative output is executed in the most effective way possible.

Finally I took the leap of faith. HCL Tech gave me the opportunity to learn everything there is to know about D365 Marketing and grow as a functional consultant via their CIT program. The management team at HCL Tech and my colleagues who I worked closely with were a fountain of knowledge and I really wouldn’t be the consultant that I am without their guidance.

Since then, I have joined an incredible team at TTEC Digital as a Principal Solution Architect, where my learning journey has expanded far beyond marketing. Working alongside talented colleagues across sales, delivery, consulting, marketing, and leadership has given me exposure to the wider Microsoft Customer Experience ecosystem, including Dynamics 365 Contact Center, Customer Service, Customer Insights, Field Service, Copilot and Power Platform.

What I value most about TTEC Digital is the culture of continuous learning and collaboration. Every day I find myself surrounded by people willing to share knowledge, challenge ideas, and support one another. Through customer engagements, solution design workshops, bids, and transformation programmes, I've had the opportunity to broaden my understanding not only of Microsoft's technologies, but also leading platforms across the wider customer experience landscape including NICE, Genesys, AWS, ServiceNow, and broader CCaaS solutions.

Looking back, it's a journey that started with curiosity about human behaviour and understanding why people make decisions. Today, that same curiosity continues to drive me, whether I'm designing customer experience solutions, exploring emerging AI capabilities, or helping organisations transform how they engage with customers.

I created Kelly Simpson - The Power of D365 to share my thoughts on Dynamics 365, Contact Centres, Customer Experience, AI, and the technology shaping the future of customer engagement. More importantly, it gives me a platform to learn from others, challenge my own thinking, and hopefully share something useful with the wider community along the way.

I'm incredibly passionate about this industry, the people within it, and the possibilities these technologies create. I look forward to sharing more thoughts, lessons learned, and occasional opinions with you through my blog. 😊