Last month, the 2019 release wave 2 for Dynamics 365 reached general availability, bringing over 400 new features for customers. A couple of days following that announcement, Microsoft unveiled the October update for Dynamics 365 Customer Insights, introducing a few new capabilities.
Today, the Redmond giant has shared its vision for the customer data platform (CDP) being offered through Customer Insights. The firm has also pointed out a couple organizations that our utilizing these services to expand on their own offerings.
Microsoft believes that Customer Insights provides firms with a highly-detailed overview of their customers' data. This includes transactional, organizational, and behavioral data all unified across a variety of sources. Essentially, the availability of real-time product usage insights through this is something that overcomes traditional limitations of the relationships between customers and firms.
Using the CDP, employees are also able to put AI-driven insights to good use. Microsoft AI and Azure-based ML models can help customize the Power Platform even further. Some of the extensions offered as part of this customization could include the next recommended action, customer LTV, churn risk, and more. Similarly, customer security and privacy has specifically been highlighted in the blog post as well, especially given the array of GDPR regulations that need to be met.
The two notable organizations that have been highlighted include the United Nations Children Fund (UNICEF) and American Electric Power (AEP). Of the two, the former believes that personal engagement with supporters is a key factor in increasing volunteers' commitment to the organization. The Dynamics 365 Customer Insights and Marketing services combine to offer optimized marketing campaigns that lead to much better engagement with high-profile donors. You can learn more about this in the video below:
Meanwhile, the latter utilizes Customer Insights to overcome manual analysis processes and provide customers with sustainable energy solutions. AEP further makes use of the aforementioned service by migrating large data sets into individual customer profiles. As a whole, the firm is able to comprehend user needs efficiently and deliver on them in a better manner.
Microsoft has stated that it plans to continue improving the customer data platform by introducing more features that assist customer-centered organizations in the best way possible.