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Products: - Customer Insights - Omnichannel For Customer Service - Customer Voice

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George Argyrakis

Dynamics 365 Customer Insights is a customer data platform that provides a holistic view of customers through unified data. It uses artificial intelligence to enrich customer profiles and insights. Customer Insights can be used with Dynamics 365 or standalone. A customer data platform focuses only on customer data at a smaller scale than a data warehouse and is designed for marketers. Dynamics 365 Omnichannel for Customer Service enables organizations to connect with customers across digital messaging channels like chat, SMS, social media, and more from within the Dynamics 365 Customer Service application. Dynamics 365 Customer Voice is an enterprise feedback management application that tracks important customer metrics and integrates survey data and insights directly into Dynamics 365 business applications.

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Products: - Customer Insights - Omnichannel For Customer Service - Customer Voice

Uploaded by

George Argyrakis
26 views7 pages
Dynamics 365 Customer Insights is a customer data platform that provides a holistic view of customers through unified data. It uses artificial intelligence to enrich customer profiles and insights. Customer Insights can be used with Dynamics 365 or standalone. A customer data platform focuses only on customer data at a smaller scale than a data warehouse and is designed for marketers. Dynamics 365 Omnichannel for Customer Service enables organizations to connect with customers across digital messaging channels like chat, SMS, social media, and more from within the Dynamics 365 Customer Service application. Dynamics 365 Customer Voice is an enterprise feedback management application that tracks important customer metrics and integrates survey data and insights directly into Dynamics 365 business applications.

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Dynamics 365 Customer Insights is a customer data platform that provides a holistic view of customers through unified data. It uses artificial intelligence to enrich customer profiles and insights. Customer Insights can be used with Dynamics 365 or standalone. A customer data platform focuses only on customer data at a smaller scale than a data warehouse and is designed for marketers. Dynamics 365 Omnichannel for Customer Service enables organizations to connect with customers across digital messaging channels like chat, SMS, social media, and more from within the Dynamics 365 Customer Service application. Dynamics 365 Customer Voice is an enterprise feedback management application that tracks important customer metrics and integrates survey data and insights directly into Dynamics 365 business applications.

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© All Rights Reserved
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26 views7 pages

Products: - Customer Insights - Omnichannel For Customer Service - Customer Voice

Uploaded by

George Argyrakis
Dynamics 365 Customer Insights is a customer data platform that provides a holistic view of customers through unified data. It uses artificial intelligence to enrich customer profiles and insights. Customer Insights can be used with Dynamics 365 or standalone. A customer data platform focuses only on customer data at a smaller scale than a data warehouse and is designed for marketers. Dynamics 365 Omnichannel for Customer Service enables organizations to connect with customers across digital messaging channels like chat, SMS, social media, and more from within the Dynamics 365 Customer Service application. Dynamics 365 Customer Voice is an enterprise feedback management application that tracks important customer metrics and integrates survey data and insights directly into Dynamics 365 business applications.

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© All Rights Reserved
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Products

• Customer Insights
• Omnichannel for Customer Service
• Customer Voice
Customer Insights - What is it

Dynamics 365 Customer Insights is a customer data platform (CDP) that can help
you achieve a holistic view of customers, enriched with artificial intelligence.
With connected data, you can unlock the insights required to deliver personalized
experiences and take proactive action across marketing, sales, and service. Plus,
you can use it with Dynamics 365 or as a standalone solution.
Customer Insights - CDP vs Data Warehouse

A CDP
• is interested only in customer data (generally at a much smaller scale)
• is built for the needs of marketers and operated by Marketing, without the need
for constant IT involvement.
• creates one reliable record of truth (match and merge the data
• transforms data into something that is
• meaningful to marketing
• meaningful to the customer
• usable in the personalization of campaigns
Customer Insights - Capabilities

• Eliminate data silos and unify customer data 


• Enrich with audience intelligence contained within Microsoft Graph 
• Data analysts / admins: 
• Access to a rich collection of Microsoft Power Platform connectors to ingest all your customer data. 
• Ability to unify customer data and transform it into the Common Data Model format. 
• Enrich customer information with insights from audience intelligence contained within Microsoft Graph, such as
brand affinity and interests. 
• "Clicks-not-code" configuration and debugging experience to help easily configure Customer Insights and
identify potential issues. 
• Cleanse and standardize customer data across disparate sources with AI-powered recommendations. 
• Business users: 
• Insights into 360-degree customer profiles and end-to-end views of the customer journey. 
• View 360-degree customer data within Dynamics 365 business processes with prebuild packages. 
• Business analysts: 
• Build customizable profiles, define measures, and create segments to get a 360-degree view of your customer,
specific to your organization. 
• Use out-of-box connectors for PowerApps or Microsoft Power BI or REST API to surface customer insights in your
business applications or BI solutions. 
Omnichannel - What is it

Omnichannel for Customer Service offers a suite of capabilities that extend the
power of Dynamics 365 Customer Service Enterprise to enable organizations to
instantly connect and engage with their customers across digital messaging
channels.
It provides a modern, customizable, high-productivity app that allows agents to
engage with customers across different channels. The application offers contextual
customer identification, real-time notification, integrated communication, and
agent productivity tools like KB integration, search, and case creation to ensure
agents are effective.
Supervisors get real-time and historical visibility and insights into the operational
efficiency of agents and the utilization across various channels.
Omnichannel - Channels

• Chat –embed in your website


• SMS (through Telesign or Twilio)
• Social
• Facebook
• WhatsApp (through Twilio)
• Twitter
• LINE, WeChat
• Teams
• Voice
• Custom
Customer Voice – What is it

Dynamics 365 Customer Voice is an enterprise feedback management application


you can use to easily keep track of the customer metrics that matter the most to
your business. With deep integration from the Dynamics 365 line-of-business
applications and built on Microsoft Forms, Dynamics 365 Customer Voice adds rich
insights by feeding real-time survey data into customer records.
Dynamics 365 Customer Voice provides an easy and friction-free experience, from
creating surveys to generating actionable insights based on customer feedback
with minimal setup time.

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