Adaptation of Customer Insights in A Day (CIAD) to a one-hour format.

3. About the speaker
• Nicolás Fernández
• Presales Director at
• Microsoft MVP Bizz Apps
• Microsoft Valuable Seller
• +11 yrs working with CRM
• +6 yrs working with MS Bizz Apps
Platform

4. Agenda

5. Introduction to Microsoft’s CDP and Customer Insights
Introduction
01
Step by step, how to work your data with Customer Insights
Working with CI
02
Dynamics 365 and Power Platform integrates with Customer
Insights
Integration scenarios
03
Q&A
04
Agenda

6. Customer Data Platform
Product Insights
Customer Insights

7. If
Conversion rate
Top KPIs
Average order value Customer Lifetime Value
Brand affinity Net promoter score Customer churn rate
Returns rate
Customer engagement
score
Average call handling
time
Call / case deflection
Customer count
IT costs
How
Business outcome
Increase sales
growth / cross sell
Increase customer
retention
Reduce cost
to serve
What
Business drivers
Growth
Cost
Goals

8. Making a difference with Customer Insights
Unique customer profiles Activities Measures Segments
Predictions
Status quo
• Customer data is spread across many
data sources
• There is no joint taxonomy to describe
customers and their journeys
• LOB apps and tools do analytics & ML
atop local data
D365 Customer Insights
• Is mapping custom data sources to
Microsoft Common Data Model and
thus helping with semantic integration
across the enterprise
• Is helping to unify customer data and
orchestrate the customer journey across
touch points and channels
• Is enabling better AI because of more
and better data
LOB
Geo & Brand

9. Empower every
organization to unify
and understand its
customer data to
derive insights that
power personalized
experiences and
processes
Dynamics 365 Customer
Insights

10. Key
Benefits
Get

11. Key
Benefits

12. Key
Benefits

13. Configurable & Extensible
Finished SaaS solution
Insights embeddable into
operational CRM of choice
Integrated in one finished solution based
on hyper-scale cloud platform
Ready to run by business users
Time to implement measured
in weeks
Key
Differentiators

14. Customer Insights Approach

15. Key Phases

16. Web
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Internally
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Third Party
Data Ingestion

17. Data Ingestion
Import data using
Data Flow
Use your own ADL
Select a Data Source
Power Query is used
to help with
importing your data
sources
Sometimes there are
things you can’t do
in Power Query In
that case you can
use the Advanced
Editor with ‘M’
language
Transform the data
Each dataset you
load will create an
entity
Create Entity

18. DEMO

19. Unification
Process
Map
Match
Merge

20. DEMO

21. Relationships
Measures
Segments
Activities
Work with
data
Non-editable
Custom
Customer attributes
Business measures
Customer measures
Static
Dynamic
Customers Page
Work with the Data

22. DEMO

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1 0 1 1 0 1 1 0 1 1 0 1 0 0 1
Data
Enrichment
• Brand Affinity
• Category Interest
• Similar profiles to customers
• Data from the Microsoft Graph
• US Only at this time

24. Data
Enrichment
01 Industry: The system identify the top brands
Choose your own: select up to five items from the
list of brands or interest
Define your brand or interest
03 You can simply impress your audience and add a
unique zing and appeal to your Presentations. Easy
to change colors, photos and Text.
Run enrichment
05 Brand and interest affinities can also be viewed on
individual customer cards
See enrichment data on the customer card
02
Define the demographic segment you want to use
to enriching your customers data
Map your fields
04
Go to My enrichments to review the total number
of enriched customers and breakdown of brands or
interests
Enrichment results

25. Artificial Intelligence
Predictions Custom
Models
• Prerequisites
• Your organization has an instance
set up in the Common Data
Service.
• Your Customer Insights environment
is attached to your Common Data
Service instance
• Production instance of Customer
Insights
• You are not using your own Azure
Data Lake Gen2 Storage for CI
• Based on Fields in an Entity or when
creating a Segment
• Azure Machine Learning Studio
• Requires an Azure Data Lake
Storage Gen 2 storage account
• Hosted as a Web Service endpoint in Azure
• Use Machine Learning to create Measures
or Segments

26. Dynamics 365 integration scenarios
Attract, convert, and retain customers
Personalize customer journey
Gain a 360° view of customers
Unify customer data (transactional, behavioral, demographic)

27. Dynamics 365
integration scenarios
Segments > Marketing list
Segments > Segments

28. Power BI integration
• Prerequisites
• At least two datasets
ingested and unified
in Customer Insights
• Power BI Desktop
• That’s it!

29. Power Automate
integration
• Triggers
• When a data source refresh fails.
• When a data source refresh succeeds.
• When a threshold is crossed on a
segment. The trigger is limited to crossing
above the threshold.
• When a threshold is crossed on a
business measure. The trigger is limited
crossing above the threshold.
• When a full refresh of Customer Insights
(data sources, segments, measures,...) is
completed.
• Actions
• Create Item
• Get Items
• Get Entities
• Get Items from an Entity
• Update Item

30. Power Apps integration
• Available entities
• Customer
• Unified Activities
• Premium connector

31. 모바일 이미지
Get familiarized with the solution.
Create a Demo Environment.
Analyze your systems architecture
to fully understand where is each
piece of your customers data
Get trained.
Reach to a specialist to get the
right help
Where to begin

32. • Blog: nfernandezba.com
• Twitter: @nfernandezba
• LinkedIn: /in/nfernandezba
• Instagram: /nfernandez.ba or nametag
• Facebook: /nafernandezba
• nicolas@nfernandezba.com /
nfernandez@Infoavan.com
Let’s connect

33. THANKS!