customer insights - powerobjects · crm for microsoft dynamics 365 webinar series what’s new for...
TRANSCRIPT
Customer InsightsTad Thompson
Sr. Technical Advancement Developer
Content Disclaimer
All information and content is presented on Preview software and not the Launched product. Product is subject to changes, per Microsoft’s discretion.
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We are a professional
services firm
100% focused on
Microsoft Dynamics
365.
Senior Technical Advancement Developer
PowerObjects HQ (Minneapolis)
Meet Your Panelist
Tad Thompson
linkedin.com/in/TadMT
@TadMT
1
612.339.3355 x133
Your Presenter
CRM for Microsoft Dynamics 365
WEBINAR SERIESWhat’s New for CRM July 25, 9am - 9:30am CST
What’s New for the End User July 27, 9am - 9:30am CST
What’s New for the Admin & Customizer August 1, 9am - 9:30am CST
Mobile Experience August 3, 9am - 9:30am CST
Lead Gen & Sales Navigator (Sales & Talent) August 8, 9am - 9:30am CST
Organization & Relationship Management August 10, 9am - 9:30am CST
Unified Client Interface August 15, 9am - 9:30am CST
Customer Insights August 22, 9am - 9:30am CST
Dynamics 365 for Customer Insights
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Customer 360Predictive
Match
Predictive
ScoringSegmentation
All information and content is presented on Preview software and not the Launched product. Product is
subject to changes, per Microsoft’s discretion.
Our POV
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Customer Insights -Segmentation
Finding the Right Audience
Right Customer
Appropriate stage of the customer journey
Right Message
Content relevant to the customer
Right Time
Opportune time for the message
Segmentation
Profile attributes
Demographics
Behavioral data
Classical Segmentation
Contacts
Accounts
Leads
Cases
Opportunities
Orders
Classical Segmentation
Dynamics 365 for Customer Insights
Segmentation
Identify the right audience based on complete
customer 360°
Powerful segmentation engine that works over a
network of relationships
Leverage profile attributes, behavioral data,
inferences & predictions
Segments that are always up-to-date
Visual exploration makes complex data accessible
Contact Profile
Segment A Segment B Segment C Segment D Segment E
Profiles are automatically promoted or removed from segments depending on the customer journey
Dynamic Audience Segments
Compound Audience Segments
Segment InsightsMarketing ListsImport Marketing Lists and Contacts directly from Dynamics 365
Easy filtering of Marketing Lists to create new lists
Dynamic Audience SegmentsBuild audience segments based on all available data sources
Automatic update of segments based on latest user interactions
Powerful data visualization for easy segment design experience
Advanced experience for expert users
Create new compound audience segments by quickly combining your highest value segments
Incorporate key metrics for customer interest/engagement on sites, emails, etc into your segments
Export segment output as a CSV
Segment InsightsSegment performance insights based on Dynamics 365 campaign feedback and metrics
All information and content is presented on Preview software and not the Launched product. Product is subject to changes, per Microsoft’s discretion.
All information and content is presented on Preview software and not the Launched product. Product is subject to changes, per Microsoft’s discretion.
Better targeting of messages
Finding the right audience
Why is this hard?
Deep relationships among data – why shouldn’t
segmentation work across that
When the customer lifecycle has numerous stages,
why shouldn’t our segments be?
Most segmentation engines will leave you hanging
Our POV
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Customer Insights -Connectors
Big Data made easy with Dynamics 365 for Customer Insights (DCI)
DCI Data Flow Transforms Big Data Into Insights
Rely on a secure,
compliant infrastructure
that keeps your data safe
Scale to any size or
speed with a
hyper-scale data platform
Extend your apps with data
using Azure extensibility
frameworks
Rapidly integrate with Dynamics
365, PowerApps, PowerBI, and
more…
Business Roles
N
E
W
S
Ingest at
scale
Model
Business
Entities
Business
Process
Analytics
Apps
Experiences,
Reporting
APIs
UI
widgets
PowerBI
KPIs,
ML, AI
Profiles, Interactions,
Links, RelationshipsConnectors Apps
Data Inflow: Dynamics 365 (Online) Connector
Server-side-sync with rules-based tracking
CRM Outlook Client
➢ Easy mechanism to ingest Dynamics 365 data
➢Auto discovery of Dynamics 365 online entities and relationships
➢ Intuitive guidance to select entities and map to DCI data types
➢Consistent, continuous, near real-time data sync with data and metadata change capture
Data Inflow: Exchange Online Connector
CRM Outlook Client
➢ Easily map email addresses of customers and employees to sync Exchange data
➢ Extract contacts, accounts and employees Exchange data
➢ Recurring sync of emails and appointments metadata
➢Honors Exchange security and privacy compliance
Data Inflow: Azure Storage Connector
CRM Outlook Client
➢ Easy mechanism to ingest bulk data via Azure Blob Storage
➢Configure blobs ingestion frequency, error management
➢ Secure access to storage account through Azure KeyVault
➢Use sample rows to model data in DCI
Data Inflow: MSE Connector
CRM Outlook Client
➢Get data from multiple social channels of MSE
➢Connect and auto-discover MSE search topics
➢Auto create DCI social data interaction type
➢Auto create MSE rule to manage continuous social data flow to DCI
DCI Data Types
Server-side-sync with rules-based tracking
CRM Outlook Client
Insights Outflow from DCI: Outbound Export
CRM Outlook Client
Server-side-sync with rules-based tracking
CRM Outlook Client
➢ Export profile and KPI data from DCI to blob store
➢ Manage and configure export frequency and exported data lifecycle
➢ Default frequency – KPIs: once/day, Profiles: once/hour
➢ Default retention period – 21 days
➢ Subsequent exports provide Incremental changes
➢ SAS URI to read the Blob Store available for every outbound connector
Insights Outflow to DCI: Power BI Connector
CRM Outlook Client
Server-side-sync with rules-based tracking
ConnectAuthor
Power Query
Create
Report
Upload to
PowerBI.com
Setup
Schedule
Refresh
Share &
Collaborate
➢Author Power BI Reports with Power BI Desktop connector for DCI
➢ KPIs and Profiles exposed as first class entities
➢ Scheduled refresh of reports with Power BI service
DCI + Power BI – Better Together
Value Proposition➢Combine analytics power of DCI with data
viz. and exploration capabilities of Power BI
➢ Build interactive reports/dashboards, slice and dice DCI data with Power BI
➢Combine KPI data or enriched profiles with data from other sources for self-service BI
Our POV
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Customer Insights –Predictive Match
Evolvingchannels
Social
Web Chat Email
Peer-to-peerChatbot
Skype
Building a Customer 360°
Conversations
Purchases
Forms, Registrations
Community Posts
Demographic Data
ContactCRM
Exchange
Marketing Lists
Web, Mobile Submissions
Social Media, Forums, …
Call Logs, Skype, …
LoB Apps
Skype, etc.
ExchangeSocial, Forums
Lists
Linking Activities to Customers requires common keys
CRM
Contact
Conversations
Demographic Data
Community Posts
Web Submissions
Forms, Registrations
Predictive Match
• Use contextual information to match activities or profiles with your customers.
• Apply match to individuals or organizations based on appropriate attributes.
• Infer links and relationships between your data for high-confidence matches.
• Leverage inferences to better understand customer journeys, for segmentation and for predictions.
Phone Numbers
Formatting variance, missing country or area codes
Individual NamesNicknames, spelling variations, typos,
etc.
Address/Location
Different address representations, locations – city/area, etc.
Email addresses
Alternate representations of email addresses
Web Domains
Web URLs with context about top-level domains, and relative paths
Organization Names
Distinguishes names from common suffixes and industry terms, typos, etc
Built-in Context and Intelligence
Title
Variations in professional titles
Alex Andrews(408) 555-6677
Aleks Andrews555-3344
Chris Singleton(425) 555-7890
Predictive Match
C. Singleton555-1122
Alexandra Andrews(408) 555-6677
Alex Andrews(206) 555-3344
Christopher Singleton(425) 555-1122
Customer Contacts Web Submissions
Enriched Customer 360° with Inferences
Conversations
Purchases
Forms, Registrations
Community Posts
Demographic Data
ContactCRM
Exchange
Marketing Lists
Web, Mobile Submissions
Social Media, Forums, …
Call Logs, Skype, …
LoB Apps
Our POV
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Customer Insights –Predictive Scoring
Artificial intelligence
Data
Interactions
Conversations
People
Apps
Automatic systems
Data Intelligence Action
Cortana Intelligence Bing Predicts
Information management
Big data stores
Machine learning and advanced analytics
Dashboard and visualizations
Intelligence
“Which of my
accounts are at
risk of churn?”
Anticipating Outcomes & Risks
“Which
opportunities
will convert this
period?”
“Which cases
can escalate?”
“Which of my
leads should I
focus on?”
Data Integration
Acquire, normalize and integrate data
Maintain
Monitor & Retrain
Apply
Continuous scoring & Business Process Integration
ML Modeling
Training and validation Analyze
Data wrangling to create data feaures
Applying AI is Complex
Build or Buy – One Solution at a Time
Administer
Deploy Implement
Infrastructure Hire
• Business users can predict ANY business outcome
• Automatic discovery of the best predictive signals
• Continuous scoring of incoming data
• Interpretable predictive factors
• Grading for business process management
Predicting Business Outcomes in Customer Insights
SelectBusiness Outcome
to Predict
GradeChoose grade
thresholds
UseActivate and
use
Signal Selection
Create Features
Build ML Model
Validate
75-100
51-75
26-50
1-25
A
B
C
D
Positive FactorsTop positive influencers for a prediction
Prediction Results and Grading
GradingConfigurable grading allows for bucketization of records by likely outcomes
Negative FactorsLikely risks for the predicted outcome
NEW Fall Course offerings for Dynamics 365
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Visit: powerobjects.com/dynamics-crm-events
Promo Code:
“DynamicsInJuly” for 15% off**Expires August 31, 2017
Citizen Developer ClassSeptember 18-21 | Minneapolis
Developer: EnvironmentFall Dates| Minneapolis
Developer: ExtendingFall Dates| Minneapolis
What’s New for CRM July 25, 9am - 9:30am CST
What’s New for the End User July 27, 9am - 9:30am CST
What’s New for the Admin & Customizer August 1, 9am - 9:30am CST
Mobile Experience August 3, 9am - 9:30am CST
Lead Gen & Sales Navigator (Sales & Talent) August 8, 9am - 9:30am CST
Organization & Relationship Management August 10, 9am - 9:30am CST
Unified Client Interface August 15, 9am - 9:30am CST
Customer Insights August 22, 9am - 9:30am CST
THANK YOU!