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This document discusses how Dynamics 365 Customer Service can help deliver connected and empathetic customer experiences through its "Enable Always-on Service" capabilities. It highlights key features of the Dynamics 365 Customer Service all-in-one digital contact center such as omnichannel engagement, artificial intelligence, unified insights, and ease of use. The presentation emphasizes how these capabilities allow organizations to provide personalized, consistent engagement across channels with AI assistance at every step and a unified view of customer interactions.
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DFS21_Workshop_Emile Vermeulen and Jonathan D'haene_Microsoft_211130
- 1. Deliver connected and empatheticcustomer experiences with “Enable Always-on Service” With the All-in-one digital contact center of Dynamics 365 Customer Service Emile Vermeulen – Technology Specialist D365 Jonathan D’haene – Technology Specialist D365
- 3. Key Trends inthe Banking Industry Evolving customer experience expectations Surging demand for remote work, selling, and servicing Legacy systems impeding innovation and transformation Increased regulation constraining growth and adding costs Expanding power of Fintech firms Growing cyber threats and financial crime
- 4. Digital transformation isaccelerating 10% 8% 1% 7% 11% 8% 16% 18% 14% 7% 5% 14% 9% 5% 10% 4% 3% 8% All industries Consumer Energy Industrial goods Health care Tech, Media & Telco Insurance Financial institutions Public sector Percentage of respondents by views on the urgency of digital transformation in light of COVID-191 Become more urgent No change Become lower priority 1 Source: BCG “The Evolving State of Digital Transformation”, September 2020
- 5. a c g e f h k l i n j m o s r t v w x b b y a a c c u d d p above the rest Dynamics365 is the only portfolio of intelligent business applications that combines immediate impact with the flexibility to rapidly extend without limits
- 6. Engage with your customersconsistently All-in-one Digital Contact Center
- 7. Omnichannel experience in CustomerService: Continual contextual engagement Enable agents to provide personalized service by giving them a unified view of the customer across communication channels and engagement touchpoints Case Management Knowledge Management Phone IoT Forums Field Service Email First-time fix Positive sentiment Agent Omnichannel Experience Supervisor support Web Business processes Chat Enhanced knowledge base Deeper customer insights In-app support Mobile Co-browse Surveys Messaging Social Entitlements, SLAs, escalations
- 8. Create Bot usingsimple, graphical interface Improve Bot performance to continue evolving your business Power Virtual Agents Lifecycle Get topics to build upon from FAQs, sites, or Customer Service Insights Publish Bot to external and internal channel
- 10. Manual queue-based routingleads to: • High TCO due to queue explosion, manual assignment and constant queue supervision • Lower SLA attainment and lower First contact resolution(FCR) due to manual ‘cherry picking’ by agents • Customer Dissatisfaction due to error prone work distribution Traditional Routing
- 11. Unified Routing inDynamics 365 An omnichannel and intelligent routing and assignment service that can assign incoming work items to the best-suited worker or queue. CUSTOMER Omnichannel engagement Omnichannel engagement Automated classification Automated classification Sentiment model Skill finder Effort estimate + Flows / Rules Intelligent assignment Intelligent assignment Prioritization By skill By capacity / presence + Queues AGENT CUSTOMER SIGNAL DEEPER RELATIONSHIPS Data + Intelligence Data + Intelligence MANAGER OPERATIONAL DATA EMPLOYEE SIGNAL MORE EFFICIENT OPS MORE EFFECTIVE EMPLOYEES
- 12. Omnichannel engagement withDynamics 365 helps you deliver world-class service Personalized, connected engagement across channels AI at every step Unified insights across all customer interactions
- 14. Personalized, connected engagementacross channels AI at every step Unified insights across all customer interactions Easy to start, easy to scale
- 16. Deliver consistent andintelligent experiences Improve conversations with connected data, relevant responses, and quicker resolutions Key features: A consistent, 360-degree view of the customer across all channels Intelligent, conversational Power Virtual Agents as an IVR AI-based routing for all interactions, including all incoming calls Increased collaboration with other agents with embedded Microsoft Teams Benefits: Improved customer experience Improved agent productivity Higher rate of resolution of customer requests Better ability to answer difficult customer questions Reduced number of call escalations or transfers *Interactive Voice Response
- 17. Personalized, connected engagementacross channels AI at every step Unified insights across all customer interactions Easy to start, easy to scale
- 19. Enrich customer andagent engagement with AI Automate routine tasks, discover insights and recommendations using infused first-party AI Key features: Real-time transcription reduces the need for agents to take notes Real-time translation of conversations across multiple languages Live sentiment analysis provides a pulse on customer emotions Proactive, AI-driven recommendations empower agents to resolve customer issues faster and increase agent productivity Benefits: Improved agent productivity Higher rate of resolution of customer requests Better ability to answer difficult customer questions Reduced number of call escalations or transfers
- 20. Personalized, connected engagementacross channels AI at every step Unified insights across all customer interactions Easy to start, easy to scale
- 22. Have an end-to-endview of customers Breakdown data siloes between channels with a single, secure data platform Key features: Advanced AI analyzes all conversations across every channel Rich KPI and insights provide a holistic view of the contact center Benefits: Improved customer experience Improved agent productivity Higher rate of resolution of customer requests Better ability to answer difficult customer questions Reduced number of call escalations or transfers
- 23. Deliver exceptional experiences everywhereAll-in-one Digital Contact Center
- 24. Power BI Power Apps Power Automate Analyzedata from apps and bots Power Virtual Agents Automate response metrics Drive business processes Improve engagements with customers and employees Low Code Drag and drop plus Excel-like formulas for functionality Code First Professional development and extensibility across Microsoft No Code Drag and drop experiences that are like PowerPoint Dataverse AI Builder Data Connectors Management Tools
- 25. RPA in PowerAutomate Automate any desktop-based task with access to 500+ actions and flexible authoring
- 26. Robotic Process Automation(RPA) Build desktop flows in Power Automate for desktop About RPA Power Automate Apps Power Automate for desktop Capability Desktop flows Automate your desktop by creating software robots that act like humans interacting with the user interface (UI). Technology Robotic process automation (RPA) Description Connect between legacy and modern systems, even if they don’t have an API Benefits
- 27. Microsoft Power Automate for desktop Oldapps without APIs Modern Systems with APIs Bridging the gap RPA connects systems and apps with and without APIs
- 28. Discover automation Take theguesswork out of automation with process advisor
- 29. Visualize your processesand take action Task mining Process mining
- 30. Identify inefficiencies inyour processes Process mining in process advisor
- 31. Collect insights andautomate processes Task mining in process advisor
- 32. Streamline your businessprocesses Integrate insights across your business processes with process advisor Build at scale Intuitive interface for all users Identify bottlenecks Incorporate automation with ease Gain deeper insights Discover inefficiencies in your workflow
- 33. Enhance automation Make automatedworkflows even more intelligent with AI Builder
- 34. AI Builder Increase efficiencythrough intelligent automated workflows powered with AI.
- 35. Go further withAI builder Build intelligent experiences Build Invoke an AI model with specific workflows, data, and AI Builder. Train Embed AI into processes without the help of a data scientist. Publish Build robust, dynamic automations.
- 36. Form processing AI builder Point& Click < 1 hour Process Automation
- 38. Text Classification AI builder Point& Click < 1 hour Ready to use in Power Automate
- 40. Westpac builds valuablecustomer relationships with Dynamics 365 ABN AMRO Chooses D365 to Build the Bank of the Future “By allowing our employees to service the customers’ needs rather than dealing with administrative demands, we can save time, reduce costs, and increase both employee and customer satisfaction—all while reducing time-to-market with new capabilities” - Bo Irish Stephenson: Director of CRM ABN AMRO “The capabilities offered by Dynamics 365 as a standalone product were impressive. But it was the combination of that with Microsoft 365 and Azure that led us to give our recommendation to proceed with Microsoft Dynamics 365.” - Bo Irish Stephenson: Director of CRM ABN AMRO
- 41. “We’re trying tomake SpareBank 1 SR-Bank the best combination of the digital world and the relationships that our people build with our customers—and Dynamics 365 Customer Service is instrumental to that.” - Fredrik Tjaum, Team Leader, Customer and System Management, SpareBank 1 SR-Bank The bank can now take a standardized approach to its customer experiences, so every customer gets fast, accurate, and personalized service. Bank’s call centers generate more than 1,000 opportunities each month during the service process. Dynamics 365 is boosting Spare Bank’s customer satisfaction. SpareBank 1 SR-Bank delivers streamlines, personalized customer experiences with Dynamics 365
- 42. Imagine you candeliver those connected and empathetic customer experiences…
- 43. © Copyright MicrosoftCorporation. All rights reserved.
- 45. ELEVATE AGENT EFFECTIVENESS Omnichannelfor Customer Service Differentiated capabilities • Agent macro enhancements • Agent scripts and quick reply categorization • Real-time sentiment analysis and sentiment shift notification • Real-time translation • Desktop notifications for incoming conversations • Digital messaging support for Twitter, WeChat, LINE, and SMS through Twilio • Elevate live chat conversation to a voice/video call • Omnichannel supervisors experience • Routing and work distribution • Embedded collaboration with Microsoft Teams • Advanced robotic process automation • Co-browse capabilities * • Remote desktop capabilities *
- 46. Benefits of theVoice Channel in Dynamics 365 Expensive, fragile integrations All-in-one Customer Service solution Multi-vendor complexity All from Microsoft, on the Microsoft Cloud Inconsistent service across channels Seamless customer journeys across all channels Disjointed analytics and insights True omnichannel analytics and insights
- 47. Benefits of thenative voice channel in Dynamics 365 All-in-one Customer Service solution With voice offered natively alongside other digital channels and CRM, Dynamics 365 is the one-stop-shop for an omnichannel customer service solution that spans voice, digital messaging, and case management. Admins have a highly consistent, easy-to-use administration experience across the entire solution, with no integrations required. All from Microsoft, on the Microsoft Cloud Provide consistent security and compliance that you can trust, powered entirely by the Microsoft Cloud. Streamline contracting, billing and accountability by acquiring the full solution directly from Microsoft. Seamless customer journeys across all channels Agents have the full customer journey across digital and voice channels available, along with consistent workflows, intelligent routing, virtual agents and leading-edge AI, so they can offer personalized and AI-driven service to customers every time across all channels of engagement. True omnichannel analytics and insights By unifying the voice data with case and digital channels, organizations can produce true omnichannel analytics, insights and AI. Businesses can easily identify cross-channel emerging issues, evaluate operation and agent performance across all channels, and capture fully connected customer journeys.
- 48. ELEVATE AGENT EFFECTIVENESS Dynamics 365Customer Service or Field Service: Consistent experience with customer and case records • Create and manage cases with a holistic view of the customer • Utilize parent/child rules to define set automation rules to speed up customer interactions • Configure your automation preferences to create a case from an IoT alert, email, or incoming interaction • Set up rules for creating or updating records automatically • Leverage suggested similar cases to research potential resolution paths Learn more on Microsoft Docs
- 49. ELEVATE AGENT EFFECTIVENESS Dynamics 365Customer Service or Field Service: Understand customer expectations with centralized contracts and agreements • Define what kind of support your customers are eligible for by creating entitlements in Dynamics 365 Customer Service or Dynamics 365 Field Service • Specify the support term based on number of hours or number of cases • Vary support levels based on the product or service that the customer has purchased • Create and assign entitlements with easy-to-use entitlement templates Learn more on Microsoft Docs
- 50. ELEVATE AGENT EFFECTIVENESS SLA Management: EnsureSLA compliance to drive high CSAT • Include detailed items to define metrics or KPIs to attain that service level in Dynamics 365 Customer Service • Additional things you can do with SLAs: – Associate an SLA with an entitlement so that when an entitlement is added to a case, the associated SLA is also applied – Extend SLAs to other entities (i.e. account number, contact, order, invoice, quote, opportunity) – Pause an SLA when a case is on hold, so that the time the case is on hold isn't considered in SLA calculations – Add success actions to an SLA Learn more on Microsoft Docs
- 51. ELEVATE AGENT EFFECTIVENESS Real-time Translation: Provideconsistent global service • Remove artificial barriers to interact with customers across hundreds of languages – all while using your existing contact centers, service desks, and staff • Provide support in customer’s native language • Support multiple languages in real-time • Bring in third-party translation services with real-time translation enabled as a plug-in • Provide native implementation through Azure Cognitive Services Learn more on Microsoft Docs
- 52. ELEVATE AGENT EFFECTIVENESS Agent Productivitytools in Omnichannel for Customer Service: Elevate Employee Effectiveness • Give your agents OOB productivity tools such as: – Real-time sentiment – Quick replies – Website activity history – Agent guidance with Macros – Smart Assist with Macros • Interact with customers and see live sentiment enabled by AI through the communications panel • Navigate out-of-box and custom entities and access any third- party Line-of-Business applications extended within the Omnichannel for Customer Service app through the Applications Tab panel Learn more on Microsoft Docs
- 53. ELEVATE AGENT EFFECTIVENESS Omnichannel AgentDashboard: Agent workflow proficiency • Accelerate case resolution with context aware data • Ensure agents are receiving real-time data to ensure fastest path to customer resolution • Engage with multiple customers at once and have everything you need to solve the issue in a single pane • Use AI-driven data to create on-demand feedback for common customer escalation – Session panel: Work on multiple customer sessions simultaneously while preserving customer context – Unified Interface application area: See the different work items in streams from the dashboard; administrators can customize the dashboard Learn more on Microsoft Docs
- 54. ELEVATE AGENT EFFECTIVENESS AI-driven similarcases and knowledge article recommendations: Quicker resolution by surfacing relative information • Real-time recommendations to help take actions while interacting with customer • Powered by AI to suggest recommended knowledge articles and similar case suggestions • For recommended knowledge articles, easily see the title, brief summary, provide feedback on relevancy and send to customer with just one click • For similar case suggestions, see the title of case, summary of case resolution, link to current case and copy resolution or email agent with just one click Learn more on Microsoft Docs
- 55. ELEVATE AGENT EFFECTIVENESS Agent Scriptsin Omnichannel for Customer Service: Create consistent customer experiences and streamline onboarding Learn more on Microsoft Docs • Agent scripting helps to guide your agents during customer interactions such as creating a new case for an account or browsing existing cases quickly and with ease
- 56. ELEVATE AGENT EFFECTIVENESS Macros inOmnichannel for Customer Service: Focus on the customer rather than repetitive tasks • Macros enable agents to stay efficient and productive by automating a series of repetitive tasks with a single click • Agents can automate tasks like resolving a case after updating a field, assigning it to a different user after capturing notes, or sending an acknowledgement email with contextual data from the session using macros • Administrators can configure macros to suit their specific business or process needs Learn more on Microsoft Docs
- 57. ELEVATE AGENT EFFECTIVENESS Embedded TeamsCollaboration: Strengthen cross-team collaboration Customer Service has embedded MS Teams chat into Customer Service Hub. Standard capabilities from Teams include: • Create contextual chats linked to the record in the same workspace to collaborate internally with SMEs to solve customer issues faster • Ensure consistency with auto-named liked chats • AI-suggested contacts provides guidance to agents on the proper resources to engage with such as supervisors, queue members, support experts, and similar case agents • Enhance discoverability of resolutions and preserve context for future interactions • Customers can leverage out of box assignment methods e.g., round robin, highest capacity, to quickly onboard to automatic assignment Customer Service Enterprise collaboration * For Spring wave, only chat initiator or chat participants can see linked chats within D365 ** Admin settings to enable or disable Learn more on Microsoft Docs
- 58. Enterprise Knowledge Management Accessible KnowledgeManagement Internal and/or external articles can be accessed across the Dynamics 365 app and all channels Extensibility Connect to external Knowledge Management solutions for an all- in-one solution view Relevant Ensure proper governance with validity time lengths, easily authoring and defined process Continuous Feedback Knowledge search insights to determine how well articles are working
- 59. ELEVATE AGENT EFFECTIVENESS Enterprise KnowledgeManagement: Decentralized KB to quickly get answers • Simplify information management and empower all users to leverage common content, branding, and messaging • Enable article collaboration with automated review and approval processes • Improve search functionality with relevance mechanisms and advanced similarity rules to view similar case suggestions • Use the rich text editor to create Knowledge Base articles, format your content or embed videos and images • Knowledge base search in the Customer Service lets you search for relevant knowledge articles to resolve a case – Results are automatically populated based on a field your administrator configured in the Knowledge Base Search control properties • Automatic article recommendations enabled by AI • Specify Knowledge Base article audience (internal and external) Learn more on Microsoft Docs
- 60. ELEVATE AGENT EFFECTIVENESS Federated KnowledgeSearch: Resolve cases with relevant knowledge from various sources • Connect disparate database sources outside of the customer service organization to agent’s desktop • Agents access information they need to independently resolve issues quickly • Provide agent knowledge regardless of format or source quickly when needed • Plug an external search provider into the knowledge search experience, allowing you to view content from multiple sources • Default connectors for cross-Dynamics search, SharePoint search, and Microsoft search (search service for Office 365 applications and other external content indexed through their connectors like enterprise websites, Azure SQL, ServiceNow, etc.) • More connectors will be added based on customer feedback Or bring your own KMS Learn more on Microsoft Docs
- 61. ELEVATE AGENT EFFECTIVENESS Knowledge SearchInsights: Continuously improve the impact of your Knowledge Base • Understand what agents search for to improve knowledge base • Improve agents’ ability to help customers • Gain insight from multiple views and metrics: – Search Term Volume – Search Term Average Click Position – Search Term Engagement Rate – Top Search Terms by Volume and other KPIs – Searches that return no results – Searches with low engagement rate Learn more on Microsoft Docs
- 62. TAILORED CUSTOMER ENGAGEMENTS Power AppsPortals: Meet changes in volume with 24/7 Support • Personalize interactions by managing users with built-in authenticator & capture site-visit telemetry • Empower customers to log in to self-service portal forums to pose questions or preview previously posted content or forum discussions • Surface relevant Dynamics 365 Customer Service application data like Knowledge Base directly into Power Portals with improved portal navigation including search and filter • Add Chat widgets like Power Virtual Agent or BYOB (Build your own Bot) • Provide authenticated and unauthenticated Chat visitor support Learn more on Microsoft Docs
- 63. TAILORED CUSTOMER ENGAGEMENTS Customer KnowledgeBase: Provide customers with self-service information • Update knowledge articles in Dynamics and automatically see those changes on your portal site • Link related articles by associating categories with Knowledge Base articles • Align topics and keywords to ensure structure of Knowledge Base • Utilize intuitive search capabilities to pull up relevant knowledge articles based on keywords • Determine which knowledge articles should be available to customers, agents, and/or technicians • Use a single portal to display content in multiple languages Learn more on Microsoft Docs
- 64. TAILORED CUSTOMER ENGAGEMENTS Dynamics 365Services portfolio: Personalized engagement with user profiles • Surface any relevant information that will help your customer resolve their issue faster • Enable customers to open and track work order status, invoices, agreements, and assets • Empower customers to view and track work order data in real time • Automatically identify and load customer and work details • Manage cases in portals Learn more on Microsoft Docs
- 65. TAILORED CUSTOMER ENGAGEMENTS Power Appsportals: Extend information easily • Create external or internal-facing websites and view data in the Common Data Service • Allow users outside your organization to sign in with a wide variety of identities and browse content anonymously • Quickly customize websites with pages, layout, and content • Reuse page designs with templates, add forms and views to display key data from Common Data Service, and publish to users • Quickly create portals through pre-configured templates – Customer self-service – Partner portal – Employee self-service portal – Community portal – Portal from blank – Customer portal Learn more on Microsoft Docs
Editor's Notes
- #6 But while the technology is important, it’s really about how the technology allows you as our customer to achieve more. We have the platform and the stack to enable you. By connecting your entire organization and turning your data into your biggest competitive advantage through an enriched customer experience.
- #25 Power Platform is a unified platform of low-code tools that spans Office 365, Azure, Dynamics 365, and standalone applications helps you analyze data, build solutions, automate processes, and create virtual agents to transform your business. Power Platform is a rapid application development platform that enables citizen developers with limited coding abilities to innovate and build new solutions faster in an environment and user experience that feels like PowerPoint and Excel. Additionally, Power Platform is a rapid application development and extensibility framework for professional developers. For the professional developer, Power Platform is the rapid application development platform and extensibility platform of choice because it seamlessly integrates the high-speed capabilities of low-code tools and prebuilt components with no-cliffs extensibility across Azure and other professional development environments. Power Platform is a transformative solution because it enables all kinds of developers and employees to collaborate and build solutions – whether no code, low code, or code first.
- #28 RPA is bridging the gap between systems and apps that do not communicate with APIs, together with your modern applications equipped with APIs. Microsoft Power Automate is providing the RPA solution with its desktop application that is designed for the cloud and is a low-code automation solution that is designed for every-level of user.
- #30 Process advisor is helping organizations solve these key challenges by removing the barriers between data, insights and your processes so that you can optimize how you work by taking the guesswork out of automation and better understand your organization’s workflows. It is a powerful capability in Power Automate that help you to identify bottlenecks or areas for optimization in your business processes. Whether you are a data expert or business user, it provides you with an intuitive experience to guide you through easily onboarding your business data or capturing your desktop activities with the recorder. There are two capabilities, task mining which helps capture interactions from your desktop to identify inefficiencies And today we are excited to share that you can go further and share insights across an entire organization with process mining – now in preview. <Click>
- #31 Process mining is available in process advisor, and it ties together the insights that you get from your business processes with low-code automation in Power Automate. Process mining helps your organization go even further to streamline your work…
- #32 Process mining is available in process advisor, and it ties together the insights that you get from your business processes with low-code automation in Power Automate. Process mining helps your organization go even further to streamline your work…
- #33 Build an AI model customized to your needs with AI builder
- #35 AI Automation helps to increase organizational-wide efficiency. Features like AI builder and Power Virtual Agents allow users to create intelligent automated workflows powered with AI. With AI Builder you can build, train, and publish AI models without a single line of code.
- #36 Build an AI model customized to your needs with AI builder
- #41 About: Headquartered in Amsterdam and employing some 18,000 people, ABN AMRO is the third largest bank in the Netherlands. It’s a piece of Dutch pride, hundreds of years old Dutch brand. AMN Amro’s leadership had an ambition to be the number one Dutch bank and just like Contoso Bank, ABN AMRO has a strong, customer-centric vision: to be a personal bank in the digital age and provide better banking for generations to come. Challenge: AMN Ambro’s on-premise legacy CRM systems resulted in data silos, high annual cost of ownership. Their user adoption numbers were just 12% in certain areas of business leading to extremely low employee satisfaction score. Lack of visibility into data coupled with employee's pain points lead to poor customer experiences. And just like Contoso Bank, ABN AMRO needed to really make a change in order to continue growing. Solution: The team at ABN AMRO chose Microsoft Dynamics 365 as the destination to take their CRM system into the future. Its integration with Microsoft 365 and Azure has provided the complete, cloud-based platform that the company had been searching for to transform both employee user adoption and customer satisfaction. Result: Ultimately, by leveraging Dynamics 365, AMN AMRO's employees are serving their customers better rather than dealing with administrative demands. Bo Irish Stephenson, Director of CRM ABN AMRO stated that user adoption increased significantly by moving employees from their old on-premise solution to Dynamics 365 with more intuitive platform that seamlessly works with Outlook and Teams. Today, AMN AMRO is able to save time, reduce costs, and increase both employee and customer satisfaction—all while reducing time-to-market with Dynamics 365. Microsoft Customer Story-ABN AMRO: Building a culture of transformation with cloud technology
- #42 SpareBank - Microsoft Customer Story-Norwegian bank delivers streamlined, personalized customer experiences with Dynamics 365 Situation: SpareBank offers a full range of financial services, including personal banking, loans, and insurance. They wanted to create a bank where their agents and advisors really know their customers. And so, Spare Bank needed a solution that would provide a single customer view for every banking advisor and customer service agent to help deliver consistent, personalized experiences across 36 branches in Norway. Solution: So, to maintain a 360-degree customer record that is accessible throughout the organization, SpareBank 1 SR-Bank has extended its evolving customer engagement platform with Microsoft Dynamics 365 Customer Service. Now, its advisors and service agents can deliver contextualized services at scale using a reliable, flexible, single customer view. Impact: Today, with Dynamics 365 Customer Service, SpareBank 1 SR-Bank is able to deliver a more complete, customer-centric experience regardless of how the customer interacts with the bank. “Whether you email us, call our contact center, or go to a branch, you’ll find an advisor that knows the same things about you and can help you in the same way no matter what,” says Tjaum. With increased control and oversight, the bank can respond faster to customer queries. Because every advisor and agent can access a full history of each customer’s interactions with the bank, their call centers generate more than 1,000 opportunities each month during the service process. This is boosting customer satisfaction, too—in 2019, the bank won a Kantar TNS customer survey award for “Best customer service in financial industries” for its call center operations.
- #43 Companies that create exceptional customer experiences can set themselves apart from rest of the competition. It is great that Contoso Bank recognizes the need to move fast to become customer-data driven in order to deliver world class customer experiences. Imagine a future ideal state, where Contoso Bank builds "Banking as a service" to become the trusted financial coach to your customers, helping them to save, spend wisely, grow their money, and plan for the future. Imagine if you could empower your employees with an intelligence that provides them with the knowledge and real-time insights to make better decisions. Let us look at customer experience journey map in this Ideal State