Microsoft Dynamics 365 Customer Insights Masterclass

Microsoft Dynamics 365 Customer Insights Masterclass
Welcome Kin + Carta / Microsoft 365 Dynamics Customer Insights webinar 18.06.20
Agenda 9.30: Welcome and introduction to Kin + Carta Joel Spence, Chief Digital and Growth Officer 9.40: Introduction to Microsoft Mike Softley, Director Dynamics Sales and Marketing, Microsoft 9.55:Harnessing “Intelligent Data” Rob, McGowan, Chief Strategy Officer: 10.15: Customer Insights Demo: Alex Holt, Associate Director, Strategic Consulting 10.35: Supercharging Customer Insights: Alex Holt 10.45 – 11.00: Q+A
Introducing Kin + Carta: Joel Spence Kin + Carta exists to make the world work better.
At Kin + Carta, we’re not here to talk about changing the world. We’re here to make it work better. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 4
PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 5 Kin + Carta is uniquely designed to address today’s challenges. Digitally-native management Consultancy. High Performance software engineering and emerging technology Studio. Data-driven Digital marketing Agency. Value Creation Digital Maturity Enriched Culture and Capabilities Digital Product Development Digital Service Design Cloud Modernization Customer Data Activation MarTech Platform Engineering Customer Experience Management Focused Services
Three things drive everything we do. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 7 Digital talent is tribal. Culture should foster, not dilute specialisms. Specialisms Should be Celebrated. Magic happens when you unite disparate disciplines, tools and perspectives. Connections Deliver Outcomes. The enemy is Apathy. Demonstrating > Debating. Make it Happen. Courage Drives Results.
We use Intelligent Data to power Connected Acquisition and Transformational CRM PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 8 We don't do "big data". We filter out the noise to drive precise insight, focusing on what will drive the most positive impact – that’s Intelligent Data. Intelligent Data Underpins everything. Connected Acquisition focuses on what matters most: the acquisition of profitable customers who will drive the long-term growth of your brand. Connected Acquisition Drives efficiency We do the alchemy that turns data into revenue. We transform relationships between your brand and consumers, your data and technology. and the teams working to bring it all together, giving you a framework which prioritises impact over input. Transformational CRM Builds loyalty.
PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 9 Access to 1,600+ specialists across four continents. London Amsterdam Singapore Buenos Aires Chicago San Francisco New York Denver
Global Blue Chip base of 360 active clients. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 10 Financial Services Retail and Distribution Transportation Healthcare Industrials and Agriculture
Driving value from data solutions & customer data platforms PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 11
What is a Customer Data Platform? PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 12
PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 13
Why should I care? PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 14 • Deliver personalised customer experiences • Discover deeper insights • Achieve a holistic customer view • Harness full potential of A.I.
Where do I start? PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 15
Introduction to Microsoft Mike Softly PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 16
Accenture Accenture
McKinsey Accenture Accenture
Of organizations stated the top obstacle to using customer data is the inability to unify it Of respondents cited inability to extract data from source systems as a key challenge Of organizations claim a high degree of making the most of available customer data Inability to unify data Lack means to extract data Disconnected customer data Understanding CDP Users: CDP Institute Member Survey, 2019 Published. Managing customer data – not a new challenge, but increasingly more difficult 63% 47% Only 13% Understanding CDP users: CDP Institute Member Survey, 2019 Published.
Vision Empower every organization to unify and understand its customer data to derive insights that power personalized experiences and processes
Our approach Analytics AI and ML Internal External CONNECTORS DATA ACTIONINSIGHTSUNIFICATION Conflate Enrich Ingest Map and Match Channels of engagement Web Social Mobile In-person Bots Systems of engagement Microsoft Power BI Microsoft Power Automate Microsoft PowerApps 3rd Party integration Microsoft Dynamics 365 POS Events Cases Loyalty Contacts Partner data Web WIFI Geo Email Social Mobile Campaigns Surveys Usage
Trusted platform with unmatched security and privacy Drive meaningful actions with confidence Harness data to drive informed decisions, personalize engagement across channels, and automate customer-centric experiences and processes. Get a complete view of customers Combine and enrich all your data in real-time while empowering collaboration across everyone within your organization. Unlock powerful insights with limitless analytics Predict customer intent with out-of- the-box AI templates and apply custom machine learning models for deeper insights. Microsoft customer data platform
What sets us apart? Self-service solution Minimal deployment effort enables faster time to value. Most comprehensive and enriched profiles Unify data across diverse sources as well as uniquely enriching profiles with a combination of proprietary audience intelligence from Microsoft Graph and 3rd party data sources. Generates AI-driven insights Enhance and inform business processes and outcomes across the customer journey, enabling everyone in the organization to leverage AI-driven insights. Encompasses data ownership and security Empowers customers to maintain full control of their customer data, secured in an Azure data lake, and with the strictest compliance and security standards. Built on a hyper-scale data platform Allows organizations to bring data from many disparate sources at petabyte scale and run powerful analytic models using Microsoft AI and Azure-based machine learning capabilities. Powered by Microsoft Azure
2Digital Engagement Personalized and contactless shopping experiences Omnichannel purchase and inventory visibility Contextual digital and personal assistance1 43 6 75Intelligent and streamlined product fulfillment Proactive post-sales service Post-sales engagement Advocacy8
UNICEF saves and improves children’s lives by accelerating donor engagement “Dynamics 365 Customer Insights helps us to segment the right audiences, to focus on them, to engage them in a very relevant way, and to retain them.” Astrid van Vonderen Head of Fundraising Tivoli Gardens theme park delights and charms guests “With Dynamics 365 Customer Insights, we can look back and forward to create a unique and unforgettable customer experience.” Bernt Bisgaard Caspersen Head of Solution Team & Architecture Marston’s raises the bar for guest experiences “Marston’s has a long tradition of providing exceptional guest experiences. With Dynamics 365 Customer Insights, Marston’s is transforming that tradition for the modern era.” Paul Hume Head of Technology Development AEP Energy lights up personalized experiences “Customer Insights is a way for us to be able to handle all the touch points we have with customers, and it'll help us get more customers, keep the customers we have, and keep them more satisfied..” James Peterson COO & President of Retail Services Working with companies across all industries
Harnessing “Intelligent Data” Rob McGowan PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 31
6 We created Infinity, a bespoke data intelligence platform for JLR, to underpin real-time 121 engagement – connecting cutting edge tech and customer profiling. Case Study
7 Infinity has enabled JLR to move from nameplate profiling to a customer-first predictive model approach, increasing their audience understanding and unlocking incremental revenue. CRM now accounts for 47% of new vehicle purchases. 3,000+ campaigns delivered annually 5m annual customer comms43% open rate 27% ctr 748 incremental sales generated through Infinity £9.7m incremental revenue Case Study
Developed the best of breed “Infinity” CRM and Marketing Automation platform for JLR. Driving marketing communications across online and offline channels for over 15 markets. A platform for continuous innovation and marketing ROI. Most recent innovation “The Evoque Button” - a radio-connected button delivered through the mail to targeted prospective buyers that triggers a test drive. (44% response, 5% conversion, 2400% ROI). PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 36 Full Stack Modernization Data Driven Marketing Automation for Jaguar Land Rover
CDP managing data for over 15m customers. Providing a golden customer record, deduplicating customers across a range of identifiers. Capturing data such as “in market” data, breakdowns, memberships/product holding, website interactions, social engagement, email interactions . Integration of telematics data to the K+C Connect CDP combined with automated machine learning allows us to save an estimated 7000 days of vehicle downtime per year PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 37 Keeping cars on the road CDP to drive insight, communications and operational excellence
CDP managing data for c.a. 5m customers Providing a multi-brand golden customer record, deduplicating customers across a range of identifiers and linking related customers (for example group diners) and related persona’s (for example corporate booker and consumer booker). Capturing data and interactions such as bookings, purchases, wifi logins, social interactions, email engagement, satisfaction surveys and voucher redemptions. Used to drive CRM and all addressable media activity PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 38 Driving covers for the Azzurri Group CDP to drive insight and communications
Data solutions to drive your ambition. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 39
Allow creativity to flourish. Take the pain out of your data to focus on what matters most. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 40
Triggering a response: reinventing DM PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 41 How do you optimise test drive uptakes for a time-poor, digitally- bombarded audience in a post-GDPR world? 48:1 ROI 205 Evoques sold 44% Increase in response rate 10% Conversion to sales
Take the first steps towards bringing home your own gold. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 42
Customer Insights Demo Alex Holt PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 43
Amazing things happen when you know your customer… PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 44
Contoso Coffee PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 45 ALEX TO ADD CONTENT
Delivering a premium Customer Experience PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 46
“it’s not you, it’s me…” PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 47
I do like Contoso coffee... PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 48
… and Contoso Coffee know me PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 49
I love my new Contoso connected coffee machine PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 50
Gathered Customer Data Identified Churn Risk Cross Channel Retention Campaign Web browsing data creates personalized recommendation Personalised greeting in store Brand Fanatic Intro to K+C / Microsoft PROPRIETARY AND CONFIDENTIAL
Organisation Challenges • Fractured Customer Data • Multiple Platforms • Limited Insight PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 52
Contoso Coffee PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 70 ALEX TO ADD CONTENT • Establish a customer data platform combining all customer related data from siloed sources • Realise a unified Contoso Customer profile • Calculate measures • Target customers • Provide a 360-degree view of the customer • Power a Contoso Coffee Greeter App
Supercharging Customer Insights Alex Holt PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 71
Placeholder – Alex to build out section • When MSCI is up and running, how do you supercharge it to become a cutting-edge personalisation tool? That’s where Edit come in. Extensive experience in implementing performance CDPs Deep knowledge of Single Customer Views (a key component of a CDP) Enhance your Single Customer View and predictive model accuracy with Kin + Carta’s data cleanse and augmentation. • Show CDP taking cleansed data from Pura etc as a start point • Data quality, standardisation, validation and cleansing Examples and demos – showcasing Kin + Carta’s ability to implement MSCI with other tools to activate it (eg Acoustic, Force 24, Pure 360) • Integrating all your Customer touchpoints and inbound channels • Augment your Customer Insights instance with Universal Analytics data for a view of web tracking events (eg. Goal completion, platform & device) • Appending of 3rd party variables across hundreds of lifestyle variables covering interests, hobbies, behavioural insights and geo- demographics • Enhanced segmentation and ML modelling of all additional data • Multi-channel Campaign Orchestration and Execution integrated right into CI PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 72
PROPRIETARY AND CONFIDENTIAL 75 You? Increased Customer Expectations Budget Pressure Data can help! Where should I start? What can I do? I need a CDP! But how do I get one in place quickly? I need to unlock insights I need make insight actionable and drive better experiences The path to actionable customer data
Live on UK AppSource (Consulting Services) Search for “Kin + Carta” PROPRIETARY AND CONFIDENTIAL TYPE / PROJECT NAME 76
Customer Insights Data Strategy The challenges it answers Data to understand your customers Data to understand effectiveness of CX PROPRIETARY AND CONFIDENTIAL 77 Data gaps and strategies to plug them
Customer Insights Data Strategy In 4 weeks we’ll give you clarity on which data is most useful to your CX goals Week 1 – Translate CX Strategy to data needs Weeks 2-3 – Map the target CX to existing systems and data Week 4– Define data readiness and opportunities PROPRIETARY AND CONFIDENTIAL 78
Customer Insights Data Strategy What you’ll get Deliverables Priority view of target data integrations for CI Data current state and roadmap Outcomes A CI implementation plan aligned to CX outcomes Increased understanding of the opportunities from data PROPRIETARY AND CONFIDENTIAL 79
Customer Insights Accelerator Lite The challenges it answers How to connect to and integrate my data? How do I unify and assemble the customer profile? What key measures and segments do I need? PROPRIETARY AND CONFIDENTIAL 80
Customer Insights Accelerator Lite In 4 weeks we’ll get your key data integrated to CI and build you a unified customer view and a clear roadmap for future development Week 1 – Define the priority data to integrate and setup data access Week 2– Integrate your data to CI and create the unified profile Week 4– Build roadmap and enable your teams in the solution Week 3– Build the key measures and segments and handover collateral PROPRIETARY AND CONFIDENTIAL 81
Customer Insights Accelerator Lite What you’ll get Deliverables CI implemented and your teams enabled in its use CI development roadmap aligned to business priorities Outcomes Access to a unified view of customer to drive better decisions Clear view of next steps and a team enabled to tackle them PROPRIETARY AND CONFIDENTIAL 82
Our 7-week Accelerator PLUS extends this with more data sources and PowerBI presentation… PROPRIETARY AND CONFIDENTIAL 83
Coming soon…. PROPRIETARY AND CONFIDENTIAL TYPE / PROJECT NAME 84
Customer Insights Analytics Enabler Actionable Insights in 3 weeks Identify the modelling opportunities based on data and business need PROPRIETARY AND CONFIDENTIAL 85 Build the model in Azure ML and integrate with CI Handover and roadmap for analytics
Customer Insights CX Enabler CI integrated with your marketing technology to drive CX Assess the martech data requirements and design integration PROPRIETARY AND CONFIDENTIAL 86 Build the 2-way integration between CI and the martech Handover and roadmap for analytics
PROPRIETARY AND CONFIDENTIAL 87 We can help with your next steps …. 1hr Discovery Session to plot your course with CI

Check these out next

Microsoft Dynamics 365 Customer Insights Masterclass

Recomendados

Mais conteúdo relacionado

Apresentações para você(20)

Similar a Microsoft Dynamics 365 Customer Insights Masterclass(20)

Último(20)

Microsoft Dynamics 365 Customer Insights Masterclass