Microsoft Innovation Factory: How Can Microsoft Dynamics 365 Customer Insights Improve Your Customer Journey?

We have everything in a single system.

We have a lot of different databases but have a way to view them from one single point.

We have a lot of separate databases and platforms that contain customer/prospect data.

We have a few separate databases and platforms that contain customer/prospect data.

No.

Partially but it can take a lot of manual analysis.

Yes, we have this covered.

No, we have no insight.

We can make assumptions but are not confident in the accuracy.

Yes, we are able to make predictions on customer behaviours and gauge the accuracy of those predictions.

No, we use standard ways to segment our customers. (e.g. Location, industry, job role.)

We do some segmentation by manually analysing previous interactions.

Yes, we use AI and analytics to group customers based on behaviour and sentiment.

No.

We can achieve basic things like email automation workflows.

Yes, we track customers and automate actions based on analysing all historic touchpoints.

Not really, once we create an online workflow we tend to stick with it.

We do try to do so but generally, it’s just trying different things if the results are not as good as we hoped.

Yes, we have a full picture of user behaviour at every aspect of an online workflow and make changes based on analysis of user experience.