driving personalized customer conversations at scale
TRANSCRIPT
Driving Personalized Customer Conversations
at Scale
Ian Thomas • Microsoft
The problemHow can Microsoft build a personalized dialog with hundreds of millions of customers across the world?
Why bother?We want to create fans
Computing is more personal
Customers expect us to know them
Our approach
Build a single
picture of customers
Common technology
& operations Listening
Targeting & Optimization
Common metrics
Multi-channel (Web, email, in-product, mobile)
A single picture of our customers
Common technology & processes
Listening
Targeting & Optimization
Common Metrics
Customer Lifetime Value
Predicted Customer Lifetime Value
Monthly Active Users
High Quality Engagement Score
Build a single
picture of customers
Common technology
& operations Listening
Targeting & Optimization
Common metrics
Multi-channel (Web, email, in-product, mobile)
Our approach
Holiday devices campaign
