Customer insights in an hour - AI & Chatbot Saturday
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This document provides an overview and agenda for an introduction to Microsoft's Customer Data Platform (CDP) and Customer Insights product. The agenda includes understanding different architecture scenarios, how to work with customer data in Customer Insights, and integration scenarios with Dynamics 365 and Power Platform. Key benefits of Customer Insights are also summarized such as getting a unified view of customer data and enabling personalized customer experiences.
Customer insights in an hour - AI & Chatbot Saturday
- 1. A.I. & CHATBOT COMMUNITY Customer Insights in an hour
- 2. • Nico Fernández • Microsoft MVP • Presales Director – Infoavan About me
- 3. Introduction to Microsoft’s CDP and Customer Insights Introduction 01 Understanding the different architecture scenarios Solutions Architecture 02 Step by step, how to work your data with Customer Insights Working with CI 03 Dynamics 365 and Power Platform integrates with Customer Insights Integration scenarios 04 Agenda
- 4. Customer Data Platform Product Insights Customer Insights
- 5. If Conversion rate Top KPIs Average order value Customer Lifetime Value Brand affinity Net promoter score Customer churn rate Returns rate Customer engagement score Average call handling time Call / case deflection Customer count IT costs How Business outcome Increase sales growth / cross sell Increase customer retention Reduce cost to serve What Business drivers Growth Cost Goals
- 6. Making a difference with Customer Insights Unique customer profiles Activities Measures Segments Predictions Status quo • Customer data is spread across many data sources • There is no joint taxonomy to describe customers and their journeys • LOB apps and tools do analytics & ML atop local data D365 Customer Insights • Is mapping custom data sources to Microsoft Common Data Model and thus helping with semantic integration across the enterprise • Is helping to unify customer data and orchestrate the customer journey across touch points and channels • Is enabling better AI because of more and better data LOB Geo & Brand
- 7. Empower every organization to unify and understand its customer data to derive insights that power personalized experiences and processes Dynamics 365 Customer Insights
- 9. Key Benefits
- 10. Key Benefits
- 11. Configurable & Extensible Finished SaaS solution Insights embeddable into operational CRM of choice Integrated in one finished solution based on hyper-scale cloud platform Ready to run by business users Time to implement measured in weeks Key Differentiators
- 13. Key Phases
- 14. Dynamics 365 Transactional data Customer Insights Behavioral (big) customer data Enterprise Data Warehouse Aggregated data Web Mobile Social Events Email SMS POS IoT Call Center Service Portal Enterprise Reporting Omnichannel CRM Process Execution ERP Legacy External Telemetry & Operational Analytics Self-service BI DW REPLICATION Analytical Apps New Analytical Landscape
- 15. Customer Insights Architecture Consumption Layer Customer Insights App Power BI embedded Power BI Power Apps Power Automate Contact Card (Sales) Api Layer Monitoring & Debugging Intelligence Entity Data/ Export Segmentation Configuration Unified Profile Control Plane Search Entity Metadata Measures Enrichment Unified Activity Processing Layer Integration Configuration Segment Builder KPIs, Measures Builder Enrichment Azure ML Integration Profile Builder Search Ingested Data Customer Insights Entities Azure ML Azure CosmosDB Azure Search Ingested Data Unified Customer Segments Measures Enrichments Intelligence Your Models Your Models Unified Activities Search Index
- 16. Web Abbie.Moss@ Work.com Cookie: 451 3rd Party Cloud Loyalty Card Holder: 0123453 Microsoft Cloud 3rd Party Cloud Abbie.Moss19 @outlook.com Microsoft Cloud @RealAbbieM Microsoft Cloud Mobile App Abbie Facebook Logon 3rd Party Cloud Wi-Fi Abbie.moss19 @outlook.com Internally Hosted … Third Party Data Ingestion
- 17. Data Ingestion Import data using Data Flow Use your own ADL Select a Data Source Power Query is used to help with importing your data sources Sometimes there are things you can’t do in Power Query In that case you can use the Advanced Editor with ‘M’ language Transform the data Each dataset you load will create an entity Create Entity
- 18. DEMO
- 20. DEMO
- 21. Relationships Measures Segments Activities Work with data Non-editable Custom Customer attributes Business measures Customer measures Static Dynamic Customers Page Work with the Data
- 22. DEMO
- 23. 1010011010010000101010 0111101110110110110101 0100001110010101100101 0100111010100010101000 1011010110110110100010 1011100010101000101000 1011101011000100110100 1101001000010101001111 0111011011011010101000 0111001010110010101001 1101010001010100010110 1 0 1 1 0 1 1 0 1 1 0 1 0 0 1 Data Enrichment • Brand Affinity • Category Interest • Similar profiles to customers • Data from the Microsoft Graph • US Only at this time
- 24. Data Enrichment 01 Industry: The system identify the top brands Choose your own: select up to five items from the list of brands or interest Define your brand or interest 03 You can simply impress your audience and add a unique zing and appeal to your Presentations. Easy to change colors, photos and Text. Run enrichment 05 Brand and interest affinities can also be viewed on individual customer cards See enrichment data on the customer card 02 Define the demographic segment you want to use to enriching your customers data Map your fields 04 Go to My enrichments to review the total number of enriched customers and breakdown of brands or interests Enrichment results
- 25. Artificial Intelligence Predictions Custom Models • Prerequisites • Your organization has an instance set up in the Common Data Service. • Your Customer Insights environment is attached to your Common Data Service instance • Production instance of Customer Insights • You are not using your own Azure Data Lake Gen2 Storage for CI • Based on Fields in an Entity or when creating a Segment • Azure Machine Learning Studio • Requires an Azure Data Lake Storage Gen 2 storage account • Hosted as a Web Service endpoint in Azure • Use Machine Learning to create Measures or Segments
- 26. Dynamics 365 integration scenarios Attract, convert, and retain customers Personalize customer journey Gain a 360° view of customers Unify customer data (transactional, behavioral, demographic)
- 27. Dynamics 365 integration scenarios Segments > Marketing list Segments > Segments
- 28. Power BI integration • Prerequisites • At least two datasets ingested and unified in Customer Insights • Power BI Desktop • That’s it!
- 29. Power Automate integration • Triggers • When a data source refresh fails. • When a data source refresh succeeds. • When a threshold is crossed on a segment. The trigger is limited to crossing above the threshold. • When a threshold is crossed on a business measure. The trigger is limited crossing above the threshold. • When a full refresh of Customer Insights (data sources, segments, measures,...) is completed. • Actions • Create Item • Get Items • Get Entities • Get Items from an Entity • Update Item
- 30. Power Apps integration • Available entities • Customer • Unified Activities • Premium connector
- 31. 모바일 이미지 Get familiarized with the solution. Create a Demo Environment. Analyze your systems architecture to fully understand where is each piece of your customers data Get trained. Reach to a specialist to get the right help Where to begin
- 32. • Blog: nfernandezba.com • Twitter: @nfernandezba • LinkedIn: /in/nfernandezba • Instagram: /nfernandez.ba or nametag • Facebook: /nafernandezba • nicolas@nfernandezba.com / nfernandez@Infoavan.com Let’s connect
- 33. A.I. & CHATBOT COMMUNITY THANKS!