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Customer Insights: It's time to get personal

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During this webinar, Qassem Naim, Head of Data and Tech at FCB NZ (one of the largest global advertising agencies) joined us to discuss how excellent customer experience starts by getting personal. To do this right, it is important to understand how each customer interacts with your business. We then looked at how the Dynamics 365 Customer Insights platform can help you unify customer data from any touchpoint and personalise the buying experience for each customer through AI-driven insights and recommendations.

For more information visit https://www.intergen.co.nz/ReimagineWork/ #ReimagineWork

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Customer Insights: It's time to get personal

  1. 1. CUSTOMER INSIGHTS It’s time to get personal IN ASSOCIATION WITH
  2. 2. Introducing your speakers… Travis Barker GM Market Development Data & AI Qassem Naim Head of Data & Tech FCB NZ Rowan Miller Solution Sales Manager Business Applications Anthony Cipolla Principal Consultant Digital, Data & AI
  3. 3. It’s time to get personal
  4. 4. Let’s talk data
  5. 5. Activating on insights
  6. 6. Microsoft Dynamics 365 Customer Insights
  7. 7. Let’s walk through a scenario…
  8. 8. Example scenario – Retail - loyalty and eCommerce Web Loyalty Mobile App Wi-Fi Weather Data Jeff J SmithGeoff SmithGeoff Smith Third Party Microsoft Cloud 3rd Party Cloud 3rd Party Cloud Microsoft Cloud Microsoft Cloud 3rd Party Cloud Internally Hosted Unified profiles, activities & insights Geoff Smith
  9. 9. Dynamics 365 Customer Insights
  10. 10. Dynamics 365 Customer Insights
  11. 11. Data Sources
  12. 12. Dynamics 365 Customer Insights
  13. 13. Dynamics 365 Customer Insights Demo Unify - Map
  14. 14. Dynamics 365 Customer Insights Demo Unify - Match
  15. 15. Dynamics 365 Customer Insights Demo Unify - Merge
  16. 16. Dynamics 365 Customer Insights Demo Measures
  17. 17. Dynamics 365 Customer Insights Demo Segments
  18. 18. Dynamics 365 Customer Insights Demo Activities
  19. 19. Dynamics 365 Customer Insights Demo Unified Customer Profiles Geoff Smith Melbourne, VIC Australia Geoff Smith Geoff Smith GS
  20. 20. Dynamics 365 Customer Insights Demo Extending the solution – Customer Engagement
  21. 21. Extending Customer Insights
  22. 22. Dynamics 365 Customer Insights
  23. 23. Dynamics 365 Customer Insights Demo Extending the solution – Power BI
  24. 24. Dynamics 365 Customer Insights Demo Extending the solution – Power Platform
  25. 25. Dynamics 365 Customer Insights Demo Custom Intelligence Models – Azure Machine Learning
  26. 26. Dynamics 365 Customer Insights 2020 Wave 1 – Key upcoming features CUSTOMER INSIGHTS 2020 WAVE 1 • Bring your own Data Lake – you can attach your own data lake to CI for no-cliff extensibility with Azure • Attaching data from a Common Data Model (CDM) folder • Ingest Customer Activities & Update profiles in real time • FedRamp, ISO 27001, and ISO27018 certifications • Dynamics data in the lake as a source (Existing Dynamics Customers) • OOB Subscription Churn Prediction, other OOB intelligence models to follow such as next best action • Cross-Tenant support for custom AML models • Enhancements to segments and measures • Microsoft Teams Plugin • Data source and Unification improvements including incremental ingestion for supported data sources
  27. 27. Next Steps
  28. 28. Check out our offers on Microsoft AppSource The ONLY Customer Insights offers on the AppSource marketplace (AU & NZ) Next Steps appsource.microsoft.com
  29. 29. Contacts:
  30. 30. https://www.empired.com/cxreimagine https://www.intergen.co.nz/cxreimagine
  31. 31. https://fcb.co.nz/news/annual-martech-survey/
  32. 32. Questions?
  33. 33. Thank you! For more information please follow or contact us here: Linkedin.com/company/empired-ltd Facebook.com/empiredltd Twitter.com/empiredltd Linkedin.com/company/intergen Facebook.com/teamintergen Twitter.com/teamintergen

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