>> Today, I'm very excited
to share more about
Dynamics 365 Customer Insights,
our newest addition to
the Dynamics 365 AI portfolio.
Customer Insights enables
every organization
to unify all of their customer data,
be transactional,
observational, behavioral data,
to derive intelligent insights
to drive business processes.
So, let me show you how you can get
started with Customer Insights.
So here, I'm on the website
where you can see
a big green Get Started button which
actually takes me to
a trial instance.
So one of the things that
we've spent a lot of time on
is the ability to have
a five-by-five experience,
which is five seconds to try
and five minutes to wow.
So, once you click off
the trial experience,
it takes a few minutes
and at the end of it,
what we actually have
available for you is
a full-blown Customer Insights
instance with demo data,
so you can get a feel of the
application, what it's capable of.
So here, you can see it's
a finished SAS application.
What I'm going to
walk you through are
three distinct personas which are
specifically the administrator
or data analyst,
the business analysts, and
finally the business user.
So, I'm going to start off
with the administrator persona
for which Customer Insights
provides the fastest time to value,
to quickly ingest, unify,
and get you data ready for
the rest of your organization.
So here I'm going to start off
with bringing in the data.
So here, you'll notice that
in the trial instance,
we already have some of the
data sources loaded up.
So for example, we have data from
the website logs, the online store,
the retail database,
Dynamic 365 for Sales,
and other Dynamics
365 applications as well.
However, businesses
are always growing.
So here, we also allow you to
very quickly bring
in new data sources.
This can be through our
pre-built connectors.
So, we have a rich set of
pre-built connectors that are
able to connect to online sources,
or on-prem sources through
our gateway technology.
Once I've actually
brought in the data,
the next key thing is
the unification process.
So, the unification process
entails three key stages.
The first one is Map,
Match, and Merge,
which I'll actually step
into more detail shortly.
So, the first step
is obviously, "Map".
So what we're doing here is out of
all these sources
that were brought in,
we go and automatically try and
identify using a lot
of the AI technology,
what is in this data sources.
So for example, we're able to detect
full names, addresses, city, states.
So, wherever these
data's coming in from,
we automatically detect
it so we can get you
the 80 yard line or as close to
the 100 yard line in terms of
mapping this into
customer identifiable information
that we can use for
the unification process later.
Once we've actually mapped the data,
the next key thing is
matching the data.
So, Customer Insights is all about
creating keys where keys don't exist.
So in this case, we have
all these disparate sources
and Customer Insights
is helping guide you
to figure out how to
connect these disparate data sources.
So for example, in this case,
I'm able to go and figure out saying,
"Connect these using
the account IDs."
In a lot of cases,
it might not be as obvious.
So if it's a full name,
we might need to do fuzzy matching.
That's where that
position slider comes in.
So, if it's a finance use case,
I might have exact position or
if it's a marketing use case,
I might have it closer
to medium allure, etc.
So, it's very use case driven.
But again, all of this is
a easily configurable and
intuitive experience to help
create those keys across
those disparate data sources
where keys don't exist.
The final thing is
the ability to merge
the data if we have conflicts
and that comes right after the match.
That's pretty much it.
Every time the data refreshes,
it goes to the Map, Match,
and Merge stages and
it may get the data
ready for a business analysts to
do more with that unified data.
Now, I'm actually going to step
into the business analyst persona,
for which Customer Insights becomes
the most comprehensive view that
customer in that organization.
So here, I'm able to go and create
segments on top of that data.
So for example, in this case,
its customers who haven't purchased
anything in the last year.
So here, I'm able to see
the members of that segment,
I'm able to analyze it,
and do more with this.
So, think of Customer Insights
is enabling business analysts to
create and discover
high-value segments
that they might not
have been aware of,
or be able to create previously.
So another key aspect is,
as a business analyst,
you don't need to
know SQL or anything.
You can just go in and use this
intuitive query builder experience
to build those segments,
refine them, etc.
So, once you've actually
got the segment members,
you're able to export
this entire system of action.
So be it Dynamics 365 for Marketing
or any of the other third party
applications. So, that is key.
So, once you've built your segments,
you've viewed the members,
you're able to act on top of it
where your systems of action are.
However, one of our key
differentiators is how we allow you
to unlock all of this customer data
using the power platform.
Be it to analyze with Power BI,
act with PowerApps, or
automate with Microsoft Flow.
So one of the examples I
have here is how we have
a full-blown Power BI dashboard
that's analyzing
the churn of customers
within Customer Insights.
So here, we're using
the out-of-the-box
Customer Insights connected for
Power BI to do this analysis.
So similarly, we have
connectors for PowerApps and
Microsoft Flow if
you'd like to automate
and do more with all of
this Customer Insights data.
So now, as a business user
in Dynamics 365 for Sales,
I'm able to see
the full single view of
the customer right within
where I do my job.
So, this truly empowers everybody in
an organization to have
that comprehensive view of
the customer so they can deliver
more personalized experiences and
ultimately drive customer loyalty.
So hopefully, I gave
you a good overview
of what Customer Insights
is all about,
and I highly encourage
all of you to go
to our website and get
started with the trial.
We can't wait to see what you-all do
with Customer Insights. Thank you.
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