microsoft airlift 2021
TRANSCRIPT
October 4-7, 2021
This session will be recorded
Brought to you by Product Engineering and the Teams Customer Advocacy Group
Microsoft Airlift 2021
https://aka.ms/MicrosoftAirlift
Lori Lamkin, Rich LaBarca
10/5/2021 2:10 PM
DY008
This session is recorded and is brought to you by
Microsoft Product Engineering and the Teams Customer Advocacy Group
The new era of
individualized experiences
Code of ConductAirlift 2021 is an invitation only engineering-led event under
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Welcome to today’s session!
Agenda
Executing with a unified
approach creates customer value
Customer experience - what’s
changing?
QnA
Customer experience landscape is changing…
Expectations are changing
Individualized experiences
on their own terms
Customer CMO
Balance customer expectations
with goals
Revenue
Enhanced customer relationships
Brand Value
CIO
Drive business with
Customer data
Security/Compliance
Integrate Custom data flows
…balancing customer expectations with goals is hard!
Marketers are looking to accelerate growth
Create raving fans
Predict customer intent to deliver the
right content at the right channel
and in the right moment with rich
out-of-the-box AI and insights
Personalization
without limits
Directly connect with each customer
with full data ownership
Engage in new ways
Deliver end-to-end experiences
across the entire customer lifecycle
A complete solution
Engage
Digital/Direct Human-assisted InteractionsHUMAN-EXPERIENCES
Customer data
platform
Orchestrate Marketing automation
Understand
Omni channel
Secure and
complyData storage and
governance
Dynamics 365 Customer Insights
Dynamics 365 Marketing
Build customer trust on a consent-enabled CDP
Map consent data to custom rules that are
actionable across business processes
Seamlessly integrate and harmonize consent
data centrally
Enable global consent guardrails in
segmentation to automatically filter profiles
based on customer’s consent and preferences
Integrate consent data with OOB ML models to
improve predictions (e.g., CLV and Churns)
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Powering Account Based Marketing workflows
Gain unified account profiles that show activities and insights
at an aggregated or individual level
Identify at-risk accounts with prebuilt,
customizable AI models for churn prediction
Reach the right contacts and accounts on LinkedIn Augment account data from 1st and 3rd party
enrichment sources.
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Drive personalization across unknown
and identified interactions
Help design the next best action Determine events captured to previously authenticated
users to build a holistic view of customer behavior
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Breaking down data silos
No-cliff data sharing between Customer
Insights and Azure Synapse
Empower the organization to operate as one
Company with customer data at the center
Enable Real Time analytics
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Trigger a journey or steps within a journey
Call a flow from the journey canvas to connect with proprietary or external business systems
Leverage ecosystem of 400+ connectors, 100s of triggers, and 1000s of actions to deliver unique experiences
Enable anyone in your organization to automate legacy, on-premises, and cloud apps and services
Extend with Power AutomateLeverage the unmatched flexibility of the Microsoft Power Platform ecosystem
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Scale
10x100 million interactions per month using real-time marketing
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Real time events from web and mobile
D365 Marketing View Customer View
*Available in Real-time Marketing SLIDE CONTAINS NDA INFORMATION
The world’s best AI-enabled email editor
Create emails faster with
precise drag-and-drop, in-
context menu, and easy
select interactions
Personalize emails to include
lists of related data
Use AI-powered suggestions
to automatically generate
content for emails*
Optimize the performance of
emails in the new outbound
marketing email editor with
A/B testing
*Public Preview in Wave 2 2020
NOTE: view the slide in presentation mode to see the automatic image animation
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Oct 2021SMS messages using Twilio and TeleSign
Omnichannel service shared with
Dynamics 365 Customer Service
Quick and easy configuration
Purchase or reuse existing SMS
accounts with Twilio or TeleSign
Extensive market coverage
*Available in Real-time Marketing
Natural language to create targeted segments –
now Generally Available
Create segments for contacts and leads in the
new segmentation builder
Engage customers in the moments that matter
Engage: Ad Orchestration
Activate across any 1st or
3rd party marketing or
advertising touchpoint
directly through
Customer Insights
or orchestrate marketing
& advertising
activations through
Dynamics 365
Marketing
Orchestrate journeys
across all touchpoints
and all digital and human
channels with Dynamics
365 Marketing
Activate your customer
data with premium,
brand-safe
experiences through
Microsoft Search &
Audience Networks
Drive customer engagement and loyalty using all your customer touchpoints
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Engage: Seamless Commerce
Shared Asset Library & Fragments
Seamless E2E customer experience
Out of the box triggers for key
scenarios like abandoned cart
Unified analytics & goals
SLIDE CONTAINS NDA INFORMATION
MICROSOFT CONFIDENTIALWindows Store Operator BillingWindows Operator Billing
Create raving fansPersonalization
without limits
Engage in
new ways
Q&A
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