I AM CUSTOMER INSIGHTS TEAM IT'S
ONE OF THE NEWEST ADDITIONS TO THE
DYNAMICS 365 FAMILY . AND YOU HEARD
JAMES TALK TODAY ABOUT HOW WE BUILD
OFFERING IN DYNAMICS AND AZURE ON
TOP OF EACH OTHER. THAT WAS PERFECT
BECAUSE THAT'S REALLY OUR STORY.
I'M GOING TO SHOW YOU A FEATURE
AND TALK ABOUT WHAT'S COMING NEXT
. BEFORE I START YOU CAN FIND US
LATER WE HAVE STAND THERE YOU CAN
FIND US AND ASK MORE QUESTIONS.
I HAVE MY TEAM HERE WITH ME. FEEL
FREE TO STOP BY AND FIND US. WHAT
ARE WE DOING? JAMES TALKED ABOUT
HOW WE NEED TO TAKE ALL THE DATA
. DATA IS COMING FROM EVERYWHERE.
CUSTOMERS, PEOPLE, PRODUCTS, SERVICE
, AND TODAY'S WORLD MOST OF THE
ORGANIZATION KEEP THEIR DATA KIND
OF SILENCE THEY USE DIFFERENT SYSTEMS
FROM ER P FOR C RM, HOW TO RUN THE
BUSINESS. WHAT CUSTOMER INSIGHTS
PROVIDES IS THE ABILITY TO BRING
TOGETHER ALL OF THE DATA IN TO ONE
PLACE, CREATE A UNIFIED PROFILE
AND 360 DEGREE VIEW OF THE CUSTOMER
. THEN APPLY IT AND USE IT OUTSIDE
LIKE JAMES SAID WE'RE NOT DIS CONNECTED.
WE'RE NOT A STAND ALONE TOOL. WE
ARE JUST ONE STEP IN THE PROCESS
AND I'LL SHOW YOU HO WE ARE CONNECTED
TO THE REST OF THE TOOLS AND APPLICATIONS
IN THE DYNAMICS WORLD. HOW DO WE
DO IT? FIRST, I TALKED ABOUT WE
TAKE THE DATA, WE BRING IT IN, HOW
DO WE BRING IT IN? WE HAVE ALL THESE
PREBUILT CONNECTORS IF YOU ARE FAMILIAR
WITH POWER BI IS BRINGING DATA IN
WE'RE DOING THE SAME THING. THE
POWER BI CONNECTORS TO BRINGING
DATA FROM ANYWHERE YOU HAVE THE
DATA. BUILD ON TOP OF AZURE, SECOND
STEP HOW UNIFY THE DATA WE HAVE
SOME PRETTY COOL ALGORITHMS TO TAKE
USERS, DEFINE RULES, BRING THEM
TOGETHER INTO ONE PROFILE. I'LL
SHOW YOU HOW IT'S DONE LATER. WHAT
DO DO YOU WITH THE PROFILE? WE LET
YOU BUILD ON TOP OF THE DATA, MEASURES
AND INSIGHTS, ANYTHING THAT YOU
NEED TO FIRST FIND THE USER THAT
YOU NEED WHEN YOU NEED THEM, WHERE
YOU NEED THEM. SECOND RUN YOUR BUSINESS
PROCESS IF YOU TAKE THE DATA IT'S
NOT JUST ABOUT THE CUSTOMER IT'S
ALSO ABOUT YOUR BUSINESS. AND THEN
WE ALSO ENRICH. SO, WE ARE USING
THE BING INTELLIGENCE AS EX TENSE
TO OUR DATA TO ADD MORE INSIGHTS
IN ADDITION TO WHAT YOU ARE BRINGING
FROM YOUR ORGANIZATION. SO THINGS
LIKE, THE AFFINITY TOWARDS DIFFERENT
CATEGORIES AND BRANDS, I'LL SHOW
YOU HOW IT LOOKS LIKE. AI IS THE
NEXT BIG THING. WE HAVE SOME BUILT
IN CAPABILITIES. WE ARE GOING --
YOU HEARD TODAY ABOUT AI BUILDER
WE ARE GOING TO DO SOME INTEGRATION
WITH THEM IN THE NEXT FEW MONTHS
THEY JUST ANNOUNCED TODAY. WE HAVE
CONNECTORS TO EVERY SINGLE PLACE
THAT YOU NEED IN DYNAMICS AND OUTSIDE.
WE HAVE BUILT CON NECK TURNOVERS
INTO POWER BI, FLOW, APPS, ANY DYNAMICS.
JUST A SMALL TASTE OF OUR ARCHITECTURE
, THE MAIN THING I WANT TO CALL
OUT HERE IS EVERYTHING THAT WE HAVE
IN OUR SYSTEM, YOU CAN ACCESS EXTERNAL
LY THROUGH OUR API LAYER IF YOU
DON'T LIKE OUR APP THAT'S FINE.
GO BUILD YOUR OWN APP IN POWER APPS.
BUILD YOUR OWN APP DIRECTEDLY, GET
THE DATA. ALL OF OUR SERVICES, THROUGH
API S WE'RE BUILD ON TOP OF AZURE
YOU'RE BRINGING THE DATA. WE ARE
ALSO BRINGING THE CAPABILITY TO
BRING OUR OWN. WE HAVE OUR PROCESSING
LAYER THAT DOES MERGE, BUILD THE
SEGMENTS , AND INTEGRATE WITH AZURE.
THEN WE HAVE THE API LAYERS AS I
SAID YOU CAN CALL IT DIRECTLY IF
YOU WANT. WE ARE CONNECTED TO ALL
OF THESE BECAUSE WE HAVE ONLY 20
MINUTES I WANT TO SWITCH GEARS SHOW
YOU OUR TOOL. SO THIS IS CUSTOMER
INSIGHTS. AGAIN, FOR THIS DEMO PURPOSE
WE TOOK IMAGINARY CUSTOMER WHICH
IS OUR CONTOSO. WHICH THEY'RE TRYING
TO DO BRING TOGETHER THE DATA FROM
THEIR SALES DYNAMICS 365 FOR SALES
AND BRINGING ALSO THE RESERVATION
DATA AND ALSO HOTEL ACTIVITIES DATA
. CUSTOMERS WENT TO THE RESTAURANT
OR PURCHASED Wi-Fi OR SPA, SOMETIMES
THESE ARE CONNECTED. SOMETIMES HOTEL
STAYS IN THE HOTEL SERVICES ARE
CONNECTED SOMETIMES USER CAN --
CUSTOMER CAN GO TO THE RESTAURANT
PAY WITH A CREDIT CARD OR NOT BEING
BEING -- USE SERVICES EVEN NOT JUST
AS HOTEL GUEST . WE THINK OF THIS
AS THREE SEPARATE SYSTEMS THAT LIVE
IN TODAY'S -- IN THEIR ORGANIZATION
TODAY WE WANT TO BRING THEM TOGETHER.
SO THE FIRST STEP THAT WE DO IS
BRING IN THE DATA. THREE DATA SOURCES,
SALES, RESERVATIONF EACH OF THESE
WE BRING BOTH PROFILE INFORMATION
AS WELL AS THEIR TRANSACTIONAL DATA.
THEN THE NEXT STEP WE HAVE TO UNIFY
THAT. WE MATCH THE USERS, SO YOU
CAN CREATE YOUR OWN RULES TO SAY
WHAT YOU WANT TO MATCH AGAINST.
YOU CAN MATCH ON E-MAIL , YOU CAN
MATCH ON NAMES, ON CREDIT CARDS,
YOU DEFINE THE RULES IN THE FUTURE,
WE'RE GOING TO AUTOMATE SOME OF
THAT AND RECOMMEND SOME RULES FOR
YOU. ONCE WE MATCHED ALL THE USERS
ACROSS THEN THE LAST STEP IN THE
UNIFICATION PROCESS IS TO MERGE
THE PROFILES . AND TO RESULT CON--
RESOLVE CONFLICTS ACROSS DIFFERENT
DATA SOURCES. YOU GET TO DECIDE
WHERE YOU BRING THE NAME FROM IF
YOU THINK ONE OF THE DATA SOURCES
HAS MORE COVERAGE OR DATE IS MORE
RELIABLE YOU PICK THAT -- YOU'D
PICK THAT DATA SOURCE TO BE THE
FIRST ONE. IT IS OUTPUT OF ALL OF
THAT IS ONE ENTITY CALLED THE CUSTOMER
ENTITY, THAT WE BASE EVERYTHING
ON TOP OF THAT. AND ONE THING I
DID FORGET TO MENTION, WE TREAT
EVERYTHING IN OUR SYSTEM AS ENTITIES.
ENTITIES THAT YOU CAN TAKE OUTSIDE,
YOU CAN EXPORT THEM TO ANYWHERE
YOU WANT, THEY ARE SCHEMATIZEED,
THEY WILL BE IN THE FUTURE BUT THE
JSON MODEL YOU CAN TAKE THEM OUT.
SINCE WE TREAT EVERYTHING AS ENTITY
YOU CAN DO ANYTHING YOU DO WITH
ANY TABLE OR ANY ENTITY FOR OTHER
PROCESSES. NOW WE HAVE OUR CUSTOMER
ENTITY . AS I SAID ONE THING YOU
CAN DO IS TO ENRICH YOUR DATA SO
I CAN PICK BASED ON DATE, BIRTHDAY,
GENDER AND ZIP CODES. PICK TWO OUT
OF THE THREE. TELL US WHAT BRAND
YOU'RE LOOKING FOR OR WHAT CATEGORIES
YOU'RE INTERESTED IN AND WE'LL TELL
YOU IF YOUR CUSTOMERS HAVE AFFINITY
TOWARDS THESE BRANDS. THESE DATA
TODAY MOSTLY USEFUL IN NORTH AMERICA
BUT WE'RE BRING ING MORE DATA SOURCES
IN AND WE'RE ALSO GOING TO ENABLE
IN THE FUTURE BRINGING YOUR OWN
KIND OF THIRD PARTY DATA INTO THE
SYSTEM AND ENRICH YOUR CUSTOMERS.
THE OTHER THING THAT YOU WANT TO
DO, TO CONFIGURE THE ACTIVITIES
BECAUSE NOW -- NOT ONLY YOU CONSIDER
UNION FILED BUT YOU CAN SEE ALL
OF THEIR ACTIONS ACROSS ALL OF THESE
DATA SOURCES IF BEFORE IN THE SALES
APP YOU COULD SEE MAYBE THE PURCHASES
IN THE HOTEL RESERVATION TOOL YOU
CAN SEE THE STAY NOW WE'RE BRING
ING EVERYTHING TOGETHER THEN YOU
CAN SEE BOTH MARKETING DATA SO HOW
MANY E-MAILS OPENED AND ENGAGE WITH
TOGETHER WITH THE REST OF THE ACTIVITIES
TO GET ONE VIEW OF WHAT -- WHO YOUR
USER IS AND WHAT THEY ARE DOING.
I'LL SHOW YOU HOW IT LOOKS LIKE.
NOW THAT WE CREATED THE UNIFIED
PROFILE, I CAN SEARCH FOR CUSTOMERS
IN ATLANTA, LET'S SAY. AND I'LL
PICK ONE AND WE HAVE THE UNIFIED
PROFILE OF EVERYTHING THAT WE BROUGHT
FROM THE DIFFERENT DATA SOURCES
AND ALL OF THEIR ACTIVITIES INSIDE
THE HOTEL. THE RESERVATIONS, IF
YOU HAVE MARKETING DATA OR ANY OTHER
TYPE THIS WILL COME IN HERE. THAT
IS PREVIEW, NOT COMPLETE YET YOU
CAN SEE ENRICH SYSTEM NOT THERE
YET. BUT LET'S TALK ABOUT SOME OF
THE MEASURES, HOW WE DO THAT. AGAIN,
HAVING THE DATA UNIFIED IS NOT ENOUGH
BECAUSE WHAT -- LIKE EVERYONE HAS
DATA. WHAT DO YOU DO WITH IT? FIRST
THING THAT WE WANT TO DO IS MEASURES.
WE LET YOU CREATE BOTH CUSTOMER
ATTRIBUTES WHICH ARE JUST SINGLE
VALUE MEASURE LIKE A SCORE, TOTAL
NUMBER OF STAYS PER P CUSTOMER.
THEN ALSO CUSTOMER MEASURES THAT
HAVE SOME DIMENSIONS NOT JUST ONE
VALUE BUT, FOR EXAMPLE, HOW MANY
NIGHTS THEY HAVE -- PER CUSTOMER
WE CALCULATE THAT FOR YOU. YOU CAN
SEE THE PREVIEW RIGHT HERE. BUT
NOT JUST ABOUT CUSTOMERS AS I SAID
YOU CAN ALSO CREATE SOME BUSINESS
MEASURES, THIS IS JUST A NUMBER
LIKE TOTAL CUSTOMER. TOTAL NUMBER
OF CUSTOMERS BUT YOU CAN THINK OF
TOTAL REVENUE . TOTAL AGGREGATEED
TOTAL ANYBODY OF STAYS PER NIGHT
PER YEAR OR PER MONTH WHATEVER YOU
NEED. THESE ARE THE MEASURES. THEN
THE NEXT THING THAT WE WANT TO DO
IS BUILD THE MODELS WE HAVE A LOT
OF DATA WE CAN BUILD OUR OWN MAJORS.
WE LET YOU EXTEND HELP YOUR DATA
SCIENTIST GET ACCESS TO ALL OF THE
DATA TO BUILD FOR YOU MACHINE LEARNING
MODEL S THEN BRING IN TO BUILD MORE
INSIGHTS ON TOP OF THEM. AI IS HARD.
AI TO BUILD A GOOD TEMPLATE FOR
AI THAT WILL WORK FOR ALL BUSINESSES
AND ALL TYPES OF DATA THIS IS HARD.
I KNOW LOT OF YOU MIGHT BE WORK
ING WITH EITHER INTERNAL DATA SCIENTISTS
OR PARTNERS THIS IS WHERE WE THINK
PARTNERS ARE VERY VALUABLE HERE
BECAUSE THEY CAN HELP THEIR CUSTOMERS,
THEIR BUSINESSES TO GET THE DATA
AND BUILD AI MEMORIAL DAYS. SO THE
FIRST THING YOU DO IS TO EXPORT
THE DATA. AS I SAID LIKE ALL OF
THE DATA IS -- SORRY . LET ME --
ALL OF THE DATA IS AN ENTITY. YOU
EXPORT TO AZURE, AS AN ENTITY THAT'S
NOT ONLY THE RAW DATE THAT THAT
WE BROUGHT BUT ALSO MEASURES THAT
YOU CREATED CAN BE EXPORTED IN THE
SAME WAY. NOW WE HELP -- THIS IS
JUST A SETTING ON AZURE, YOU GET
TO SELECT WHICH ENTITIES YOU WANT.
ONE OF THE MEASURES THAT I CREATED
IS THE COUNT OF SERVICES USED BY
SERVICE PER USER. WE'RE HELPING
OUR DATA SCIENTIST PREPARE THE DATA
FOR MODELING THEY DON'T NEED TO
CONNECT AND JOIN BECAUSE WE ALREADY
KNOW HOW TO CONNECT THE CUSTOMER
WITH THIS ACTIVITIES. YOU CAN BRING
RAW DATA AS WELL AS AGGREGATED DATA
KIND OF PREPARING THE DATA . CREATE
SOMEBODY CALCULATED ATTRIBUTES HELPING
THEM RUN THE MODEL. ONE OF THE THINGS
THAT I'M GOING TO SHOW THAT YOU
IS COMING AT THE END OF THE MONTH
IS NEW INTELLIGENCE STEP THAT WE
HAVE, WHERE YOU CAN ACTUALLY RUN
AN -- A WORKFLOW THAT RUNS THAT
MODEL THAT THE DATA SIP TEST PUBLISHED
FOR YOU EXPORT THE DATA BRING OUTPUT
OF THE MODEL BACK INTO C IaaS AN
ENTITY. DATA THAT YOU CAN USE TO
DO HAVING THAT YOU WANT TO DO. FOR
EXAMPLE, IF I HAVE THE MODEL THAT
WE BUILT FOR THE HOTEL, BECAUSE
THE MODEL WAS PUBLISHED IN THE SAME
TENANT MY SERVICE KNOWS HOW TO DISCOVER
IT . WE SELECT WHATEVER -- SELECT
MODEL, IS THAT ARE WITHIN THE TENANT
THEN BECAUSE WE DISCOVER IT WE ALSO
KNOW WHAT THE INPUT LOOKS LIKE AND
WHAT THE OUTPUT LOOKS LIKE. BECAUSE
YOU PUBLISHED THE MODEL. NOW WHAT
WE'RE ASKING YOU TO DO JUST TO MAP
IT TO THE ENTITIES THAT YOU NEED
AS INPUT TO THE MODEL AND TELL US
HOW WE MAP IT BACK TO OUR CUSTOMER
I. D. THE OUTPUT OF THE MODEL MAPS
BACK TO OUR CUSTOMER. THAT'S ALL
. ONCE YOU CREATE THIS WORKFLOW
WHAT WE WILL DO IS AT THE END OF
THE EVERY REFRESH OF THE DATA WE'LL
KICK THAT OFF, EXPORT THE DATA,
EXECUTE THE MODEL AND BRING THE
DATA BACK INTO CI. NOW THAT WE HAVE
THAT WE CAN START BUILDING MEASURES
ON TOP OF THAT . LIKE A TURN SCORE
FOR CUSTOMER. JUST BY USING THAT
OR THE HOTEL RECOMMENDATIONS, SERVICES
OF HOTEL RECOMMENDATIONS. THE LAST
TYPE OF INSIGHT THAT WE HAVE IS
SEGMENTS . AND THE CAPABILITIES
THAT WE HAVE TODAY ARE NO DIFFERENT
THAN ANY OTHER SEGMENTATION TOOL
THAT YOU KNOW ABOUT. MANUAL SEGMENT
BUILDER THAT WE HAVE. THE MAIN VALUE
HERE IS BEING ABLE TO CREATE A SEGMENT
THAT BRINGS TOGETHER DATA FROM DIFFERENT
DATA SOURCES SO IMAGINE YOU CAN
CREATE SEGMENT OF USE THAT'S RIGHT
VISITED YOUR WEBSITE AND ALSO STAYED
IN YOUR HOTEL ALSO OPENED THE MARKETING
CAMPAIGN ALL IN ONE SEGMENT. SIGNALS
THAT USED TO BE REALLY SEPARATED
NOW YOU BRING THEM TOGETHER IN ONE
PLACE. I BUILT A FEW SEGMENTS BASED
ON THE TURN MODEL AND THE RECOMMENDATION
MODEL THAT WE BUILT AND YOU GET
TO SEE THE TRENDS AND YOU CAN EDIT
THEM AND REFRESH THEM. WE BUILD
ALL OF THESE INSIGHTS, RIGHT? BUT
AS I SAID WHAT DO YOU DO WITH THEM?
NOW YOU NEED TO TAKE ACTION. WE'LL
SEE HOW CUSTOMER INSIGHT CAN BE
EXTENDED WITH OTHER TOOLS SO ONE
OF THE FIRST THINGS THAT YOU CAN
DO TO TO EXPORT THE SEGMENT INTO
DYNAMICS. DYNAMICS FOR SALES, FOR
MARKET ING. CAPABILITY TO EXPORT
TO DYNAMICS MARKETING LISTS. WE
ALSO WORKING ON OTHER CONNECTORS
AND IF YOU HAVE CUSTOMERS THAT ARE
INTERESTED IN NEW CONNECTORS TO
EXPORT THESE SEGMENTS, LET US KNOW.
WE'RE WORK ING ON ADOBE CONNECTER
AND ALSO DYNAMICS OUR FIRST PARTNER
IN THIS. IF YOU GO TO -- I EXPORTED
THIS SEGMENT, ALL THE USERS THAT
HAVE RECOMMENDATION TO A SPA THEN
HERE IS MY SEGMENT. EXPORTED TO
SALES NOW SALES TEAM CAN TAKE ACTION
ON THE INSIGHTS THAT I BUILD ON
THE SEGMENT THAT I BUILT. THE OTHER
THING THAT WE HAVE WITH DYNAMICS,
I'M GOING TO SHOW YOU SCREEN SHOT
OF THAT. I APOLOGIZE FOR THAT .
IS CONTACT CARD BUILT INTO DYNAMICS.
THANK YOU. THIS IS DYNAMICS FOR
SALES. WE HAVE A PREBUILT CONNECTER
INTO CUSTOMER INSIGHTS, YOU CAN
GET UNIFIED PROFILE, ACTIVITIES
AND LATEST THING THAT THE SALES
INSIGHT CREATED IS THE ABILITY TO
TAKE THE MEASURES OUTPUT, CREATE
ASSISTANT CARD, I DON'T KNOW IF
YOU HEARD ABOUT IT. MENTIONED SOME
OF THESE NEW CAPABILITIES, USE OUR
OWN SHARE SCORE IN THE PROFILE INFORMATION.
YOU CAN ALSO DO POWER APPS AND POWER
BI . I'LL QUICKLY SHOW YOU YOU CAN
BUILD YOUR OWN POWER APP. I BROUGHT
THE DATA AND ACTIVITIES FOR THAT
USER IN POWER APPS. AGAIN, IF YOU
DON'T LIKE WHAT WE'RE DOING OR IF
YOU WANT TO TRY SOMETHING ELSE,
IF YOU WANT TO BRING THE DATA AND
USE THAT IN YOUR OWN POWER APP WE
DID BUILD A CONNECTER TO POWER APPS.
THE WHOLE STORY IS COMING TOGETHER.
WE'RE NOT SILOED. WE'RE BUILDING
ALL OF THAT. SO YOU CAN TAKE ACTION
AND USE THAT OUTSIDE. I'LL SWITCH
BACK TO MY -- WE LEARNED ABOUT CUSTOMER
INSIGHTS, HOW WE GET UNIFIED PROFILE
OF THE CUSTOMERS IN ALL OF THEIR
ACTIVITIES, ENRICH THE DATA. THIRD
PARTY DATA. CREATE INSIGHTS, TAKE
ACTION ON THEM, EXPORT THEM OUT
TO -- THAT CAN USE THESE INSIGHTS,
ADAPT AND EXTEND, USE POWER APPS,
POWER BI. USE FLOW, SORRY FORGOT
TO MENTION FLOW, WE DO HAVE CONNECTER
TO FLOW AS WELL. YOU CAN CREATE
FLOWS LIKE, IF THE CUSTOMER HAS
A SCORE THAT IS ABOVE 0. 8 THEN
TAKE ACTION. THAT ACTION CAN BE
-- SEND THEM AN E-MAIL IF YOU'RE
IN THE MARKETING APPS. WE ARE ALL
CONNECTED TO YOU'LL OF THE POWER
PLATFORM APPLICATIONS AS WELL AS
THE NEW AI BUMMEDDER THAT WILL BE
COMING IN THE NEXT FEW MONTHS. LAST
THING I WANT TO CALL OUT. BUILD
ON YOUR OWN USING CUSTOMER INSIGHTS
DATA . YOU CAN FIND US, SEND US
ON E-MAIL, FIND US ON LINKEDIN WE'RE
GRATEFUL IF YOU CAN SEND US FEEDBACK
BECAUSE WE'RE A NEW PRODUCT WE LAUNCHED
IN APRIL, NEWEST ADDITION TO THE
DISI FAMILIAR I CAN FAMILY WE WANT
TO HEAR MORE FROM OUR CUSTOMERS.
HEAR MORE WHAT YOU NEED THEN GET
YOU STARTED. START YOUR OWN TRIAL
. LEGAL YOU START TRIAL INSTANCE
FOR 90 DAYS YOU CAN BRING DATA,
TELL US WHAT IS MISSING AND WHAT
YOU NEED. WE'RE VERY GRATEFUL TO
HAVE YOU HERE TODAY. THANK YOU SO