Deliver personalized experiences using Dynamics 365 Customer Insights

Why great customer experience is key to any organizations success?

It's quite simple! Companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues.

Customer experience is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the product/service they bought from you. The ability to effectively personalize at scale requires a complete, unified view of customers. This is where data comes in. Now more than ever, customer data holds the key to providing a superior customer experience. Some of the challenges organizations are facings to provide personalized experience are:

• Lack of a unified view of the customer from all sources

• Lack of scalable, self-service analytics and AI
• Lack of authentic customer relationships

With Dynamics 365 Customer Insights, we can build a deep understanding of customers by connecting customer data from various transactional, behavioral, and observational sources to create a 360-degree customer view. We can use these insights to drive customer-centric experiences and processes.

You can bring in data to Customer Insights by one of the many out-of-the-box connectors that are available for sources such as Dynamics 365 apps, Azure SQL databases, and Azure Blob storage. Even if you don’t find a suitable out-of-the-box connector for your source, you can export the data from your source as a CSV file and import it to Customer Insights with the CSV connector.

In Customer Insights, the data unification process lets you unify data sources that were once disparate into a single master customer dataset that provides a holistic view of your customers by following Map, Match and Merge process

Finally, the Customers page presents a consolidated view of your customers based on profile data gathered from all data sources.

Some of the highlights of Customer Insight features to improve customer experience:

• Segmentation capability that enables you to group your customers based on demographic, transactional, or behavioral attributes
• Ability to export your segments to different sources (CSV file, Dynamics 365 Marketing Segment, Azure Blob, etc.) for any marketing automation
• Ability to embed Customer Insights into Dynamics 365 seamlessly
• Intuitive experience for building different types of measures, using a query-builder that doesn’t require you to manually code or validate your measures.
• Bring in your Azure machine learning models to make predictions on your unified customer data.