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Welcome
Kin + Carta / Microsoft 365 Dynamics Customer Insights
webinar
18.06.20
Agenda 9.30: Welcome and introduction to Kin + Carta
Joel Spence, Chief Digital and Growth Officer
9.40: Introduction to Microsoft
Mike Softley, Director Dynamics Sales and
Marketing, Microsoft
9.55:Harnessing “Intelligent Data”
Rob, McGowan, Chief Strategy Officer:
10.15: Customer Insights Demo:
Alex Holt, Associate Director, Strategic Consulting
10.35: Supercharging Customer Insights:
Alex Holt
10.45 – 11.00: Q+A
Introducing
Kin + Carta:
Joel Spence
Kin + Carta exists to make the world work better.
At Kin + Carta, we’re not here
to talk about changing the
world. We’re here to make it
work better.
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
4
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
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Kin + Carta is uniquely designed to
address today’s challenges.
Digitally-native management
Consultancy.
High Performance software engineering
and emerging technology Studio.
Data-driven Digital marketing
Agency.
Value Creation
Digital Maturity
Enriched Culture and Capabilities
Digital Product Development
Digital Service Design
Cloud Modernization
Customer Data Activation
MarTech Platform Engineering
Customer Experience Management
Focused Services
Three things drive everything
we do.
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
7
Digital talent is tribal. Culture should
foster, not dilute specialisms.
Specialisms
Should be Celebrated.
Magic happens when you unite
disparate disciplines, tools and
perspectives.
Connections
Deliver Outcomes.
The enemy is Apathy. Demonstrating
> Debating. Make it Happen.
Courage
Drives Results.
We use Intelligent Data to power Connected
Acquisition and Transformational CRM
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
8
We don't do "big data".
We filter out the noise to drive
precise insight, focusing on what will
drive the most positive impact –
that’s Intelligent Data.
Intelligent Data
Underpins everything.
Connected Acquisition focuses on
what matters most: the acquisition
of profitable customers who will
drive the long-term growth of your
brand.
Connected Acquisition
Drives efficiency
We do the alchemy that turns data
into revenue.
We transform relationships between
your brand and consumers, your
data and technology. and the teams
working to bring it all together, giving
you a framework which prioritises
impact over input.
Transformational CRM
Builds loyalty.
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
9
Access to 1,600+ specialists
across four continents.
London
Amsterdam
Singapore
Buenos Aires
Chicago
San Francisco
New York
Denver
Global Blue Chip base of 360 active clients.
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
10
Financial Services Retail and
Distribution
Transportation Healthcare Industrials and
Agriculture
Driving value from data solutions & customer data platforms
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
11
What is a Customer
Data Platform?
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
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PROPRIETARY AND CONFIDENTIAL
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13
Why should
I care?
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
14
• Deliver personalised
customer
experiences
• Discover deeper
insights
• Achieve a holistic
customer view
• Harness full
potential of A.I.
Where do I start?
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
15
Introduction to
Microsoft
Mike Softly
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
16
Microsoft Dynamics 365 Customer Insights Masterclass
Accenture
Accenture
McKinsey
Accenture
Accenture
Of organizations stated the top obstacle to using customer
data is the inability to unify it
Of respondents cited inability to extract data from source
systems as a key challenge
Of organizations claim a high degree of making the most of
available customer data
Inability to unify data
Lack means to extract data
Disconnected customer data
Understanding CDP Users:
CDP Institute Member Survey, 2019 Published.
Managing customer data – not a new
challenge, but increasingly more difficult
63%
47%
Only
13%
Understanding CDP users:
CDP Institute Member Survey, 2019 Published.
Vision
Empower every organization to unify and understand its customer data
to derive insights that power personalized experiences and processes
Microsoft Dynamics 365 Customer Insights Masterclass
Our approach
Analytics
AI and ML
Internal External
CONNECTORS
DATA ACTIONINSIGHTSUNIFICATION
Conflate Enrich
Ingest Map and Match
Channels of
engagement
Web
Social
Mobile
In-person
Bots
Systems of
engagement
Microsoft
Power BI
Microsoft
Power Automate
Microsoft
PowerApps
3rd Party
integration
Microsoft
Dynamics 365
POS
Events
Cases
Loyalty
Contacts Partner data
Web
WIFI
Geo
Email
Social
Mobile
Campaigns
Surveys
Usage
Trusted platform with unmatched security and privacy
Drive meaningful actions
with confidence
Harness data to drive informed
decisions, personalize engagement
across channels, and automate
customer-centric experiences and
processes.
Get a complete view of
customers
Combine and enrich all your data in
real-time while empowering
collaboration across everyone within
your organization.
Unlock powerful insights with
limitless analytics
Predict customer intent with out-of-
the-box AI templates and apply
custom machine learning models for
deeper insights.
Microsoft customer data platform
What sets us apart?
Self-service solution
Minimal deployment
effort enables faster time
to value.
Most comprehensive
and enriched profiles
Unify data across
diverse sources as well as
uniquely enriching
profiles with a
combination of
proprietary audience
intelligence from
Microsoft Graph and 3rd
party data sources.
Generates AI-driven
insights
Enhance and inform
business processes and
outcomes across the
customer journey,
enabling everyone in the
organization to leverage
AI-driven insights.
Encompasses data
ownership and security
Empowers customers to
maintain full control of
their customer data,
secured in an Azure data
lake, and with the strictest
compliance and security
standards.
Built on a hyper-scale
data platform
Allows organizations to
bring data from many
disparate sources at
petabyte scale and run
powerful analytic models
using Microsoft AI and
Azure-based machine
learning capabilities.
Powered by Microsoft Azure
2Digital Engagement
Personalized and contactless
shopping experiences
Omnichannel purchase
and inventory visibility
Contextual digital and
personal assistance1 43
6 75Intelligent and streamlined
product fulfillment
Proactive post-sales service Post-sales engagement Advocacy8
UNICEF saves and improves children’s
lives by accelerating donor engagement
“Dynamics 365 Customer Insights helps us to
segment the right audiences, to focus on them,
to engage them in a very relevant way, and to
retain them.”
Astrid van Vonderen
Head of Fundraising
Tivoli Gardens theme park delights and
charms guests
“With Dynamics 365 Customer Insights, we can
look back and forward to create a unique and
unforgettable customer experience.”
Bernt Bisgaard Caspersen
Head of Solution Team & Architecture
Marston’s raises the bar for guest
experiences
“Marston’s has a long tradition of providing
exceptional guest experiences. With Dynamics 365
Customer Insights, Marston’s is transforming that
tradition for the modern era.”
Paul Hume
Head of Technology Development
AEP Energy lights up personalized
experiences
“Customer Insights is a way for us to be able to
handle all the touch points we have with
customers, and it'll help us get more
customers, keep the customers we have, and
keep them more satisfied..”
James Peterson
COO & President of Retail Services
Working with companies across all industries
Microsoft Dynamics 365 Customer Insights Masterclass
Harnessing
“Intelligent Data”
Rob McGowan
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
31
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
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PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
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6
We created Infinity, a bespoke data
intelligence platform for JLR, to
underpin real-time 121 engagement
– connecting cutting edge tech and
customer profiling.
Case Study
7
Infinity has enabled JLR to move from
nameplate profiling to a customer-first
predictive model approach, increasing their
audience understanding and unlocking
incremental revenue.
CRM now accounts for 47% of new vehicle
purchases.
3,000+ campaigns delivered annually
5m annual customer comms43% open rate 27% ctr
748 incremental sales generated through Infinity
£9.7m incremental revenue
Case Study
Developed the best of breed “Infinity” CRM and Marketing Automation
platform for JLR.
Driving marketing communications across online and offline channels for
over 15 markets.
A platform for continuous innovation and marketing ROI.
Most recent innovation “The Evoque Button” - a radio-connected button
delivered through the mail to targeted prospective buyers that triggers a
test drive. (44% response, 5% conversion, 2400% ROI).
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
36
Full Stack Modernization
Data Driven Marketing Automation for Jaguar Land Rover
CDP managing data for over 15m customers.
Providing a golden customer record, deduplicating customers across a
range of identifiers.
Capturing data such as “in market” data, breakdowns,
memberships/product holding, website interactions, social engagement,
email interactions .
Integration of telematics data to the K+C Connect CDP combined with
automated machine learning allows us to save an estimated 7000 days
of vehicle downtime per year
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
37
Keeping cars on the road
CDP to drive insight, communications and operational
excellence
CDP managing data for c.a. 5m customers
Providing a multi-brand golden customer record, deduplicating
customers across a range of identifiers and linking related customers (for
example group diners) and related persona’s (for example corporate
booker and consumer booker).
Capturing data and interactions such as bookings, purchases, wifi logins,
social interactions, email engagement, satisfaction surveys and voucher
redemptions.
Used to drive CRM and all addressable media activity
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
38
Driving covers for the Azzurri
Group
CDP to drive insight and communications
Data solutions to drive your
ambition.
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
39
Allow creativity to flourish.
Take the pain out of your
data to focus on what
matters most.
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
40
Triggering a response: reinventing
DM
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
41
How do you optimise
test drive uptakes for
a time-poor, digitally-
bombarded audience
in a post-GDPR
world? 48:1
ROI
205
Evoques sold
44%
Increase in
response rate
10%
Conversion to sales
Take the first steps towards bringing
home your own gold.
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
42
Customer Insights
Demo
Alex Holt
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
43
Amazing things
happen when
you know your
customer…
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
44
Contoso Coffee
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
45
ALEX TO ADD CONTENT
Delivering a
premium
Customer
Experience
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
46
“it’s not
you, it’s
me…”
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
47
I do like Contoso
coffee...
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
48
… and Contoso
Coffee know me
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
49
I love my new
Contoso
connected
coffee machine
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
50
Gathered
Customer Data
Identified Churn
Risk
Cross Channel
Retention
Campaign
Web browsing
data creates
personalized
recommendation
Personalised
greeting in store
Brand Fanatic
Intro to K+C / Microsoft
PROPRIETARY AND CONFIDENTIAL
Organisation Challenges
• Fractured Customer Data
• Multiple Platforms
• Limited Insight
PROPRIETARY AND CONFIDENTIAL
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PROPRIETARY AND CONFIDENTIAL
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PROPRIETARY AND CONFIDENTIAL
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PROPRIETARY AND CONFIDENTIAL
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PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
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Contoso Coffee
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
70
ALEX TO ADD CONTENT
• Establish a customer data
platform combining all customer
related data from siloed sources
• Realise a unified Contoso
Customer profile
• Calculate measures
• Target customers
• Provide a 360-degree view of the
customer
• Power a Contoso Coffee Greeter
App
Supercharging
Customer Insights
Alex Holt
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
71
Placeholder – Alex to build out section
• When MSCI is up and running, how do you supercharge it to become a cutting-edge personalisation tool?
That’s where Edit come in.
Extensive experience in implementing performance CDPs
Deep knowledge of Single Customer Views (a key component of a CDP)
Enhance your Single Customer View and predictive model accuracy with Kin + Carta’s data cleanse and augmentation.
• Show CDP taking cleansed data from Pura etc as a start point
• Data quality, standardisation, validation and cleansing
Examples and demos – showcasing Kin + Carta’s ability to implement MSCI with other tools to activate it (eg Acoustic, Force 24, Pure
360)
• Integrating all your Customer touchpoints and inbound channels
• Augment your Customer Insights instance with Universal Analytics data for a view of web tracking events (eg. Goal completion, platform
& device)
• Appending of 3rd party variables across hundreds of lifestyle variables covering interests, hobbies, behavioural insights and geo-
demographics
• Enhanced segmentation and ML modelling of all additional data
• Multi-channel Campaign Orchestration and Execution integrated right into CI
PROPRIETARY AND CONFIDENTIAL
INTRO TO K+C / MICROSOFT
72
PROPRIETARY AND CONFIDENTIAL
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PROPRIETARY AND CONFIDENTIAL
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74
PROPRIETARY AND CONFIDENTIAL 75
You?
Increased
Customer
Expectations
Budget
Pressure
Data can help!
Where should I start?
What can I do?
I need a CDP! But how do I
get one in place quickly?
I need to unlock
insights
I need make insight
actionable and drive
better experiences
The path to actionable customer data
Live on UK AppSource
(Consulting Services)
Search for “Kin + Carta”
PROPRIETARY AND CONFIDENTIAL
TYPE / PROJECT NAME
76
Customer Insights Data Strategy
The challenges it answers
Data to understand
your customers
Data to understand
effectiveness of CX
PROPRIETARY AND CONFIDENTIAL 77
Data gaps and strategies
to plug them
Customer Insights Data Strategy
In 4 weeks we’ll give you clarity on which data is most useful to your CX goals
Week 1 – Translate CX Strategy
to data needs
Weeks 2-3 – Map the target CX
to existing systems and data
Week 4– Define data readiness
and opportunities
PROPRIETARY AND CONFIDENTIAL 78
Customer Insights Data Strategy
What you’ll get
Deliverables
Priority view of target data
integrations for CI
Data current state and
roadmap
Outcomes
A CI implementation plan aligned
to CX outcomes
Increased understanding of the
opportunities from data
PROPRIETARY AND CONFIDENTIAL 79
Customer Insights Accelerator Lite
The challenges it answers
How to connect to and
integrate my data?
How do I unify and assemble
the customer profile?
What key measures and
segments do I need?
PROPRIETARY AND CONFIDENTIAL 80
Customer Insights Accelerator Lite
In 4 weeks we’ll get your key data integrated to CI and build you a unified customer view
and a clear roadmap for future development
Week 1 – Define the
priority data to integrate
and setup data access
Week 2– Integrate your
data to CI and create the
unified profile
Week 4– Build roadmap
and enable your teams in
the solution
Week 3– Build the key
measures and segments
and handover collateral
PROPRIETARY AND CONFIDENTIAL 81
Customer Insights Accelerator Lite
What you’ll get
Deliverables
CI implemented and your
teams enabled in its use
CI development roadmap
aligned to business priorities
Outcomes
Access to a unified view of
customer to drive better decisions
Clear view of next steps and a team
enabled to tackle them
PROPRIETARY AND CONFIDENTIAL 82
Our 7-week Accelerator
PLUS extends this with
more data sources and
PowerBI presentation…
PROPRIETARY AND CONFIDENTIAL 83
Coming soon….
PROPRIETARY AND CONFIDENTIAL
TYPE / PROJECT NAME
84
Customer Insights Analytics Enabler
Actionable Insights in 3 weeks
Identify the modelling opportunities based on data and business need
PROPRIETARY AND CONFIDENTIAL 85
Build the model in Azure ML and integrate with CI
Handover and roadmap for analytics
Customer Insights CX Enabler
CI integrated with your marketing technology to drive CX
Assess the martech data requirements and design integration
PROPRIETARY AND CONFIDENTIAL 86
Build the 2-way integration between CI and the martech
Handover and roadmap for analytics
PROPRIETARY AND CONFIDENTIAL 87
We can help with your
next steps ….
1hr Discovery Session to plot
your course with CI

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Microsoft Dynamics 365 Customer Insights Masterclass

  • 1. Welcome Kin + Carta / Microsoft 365 Dynamics Customer Insights webinar 18.06.20
  • 2. Agenda 9.30: Welcome and introduction to Kin + Carta Joel Spence, Chief Digital and Growth Officer 9.40: Introduction to Microsoft Mike Softley, Director Dynamics Sales and Marketing, Microsoft 9.55:Harnessing “Intelligent Data” Rob, McGowan, Chief Strategy Officer: 10.15: Customer Insights Demo: Alex Holt, Associate Director, Strategic Consulting 10.35: Supercharging Customer Insights: Alex Holt 10.45 – 11.00: Q+A
  • 3. Introducing Kin + Carta: Joel Spence Kin + Carta exists to make the world work better.
  • 4. At Kin + Carta, we’re not here to talk about changing the world. We’re here to make it work better. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 4
  • 5. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 5 Kin + Carta is uniquely designed to address today’s challenges. Digitally-native management Consultancy. High Performance software engineering and emerging technology Studio. Data-driven Digital marketing Agency. Value Creation Digital Maturity Enriched Culture and Capabilities Digital Product Development Digital Service Design Cloud Modernization Customer Data Activation MarTech Platform Engineering Customer Experience Management Focused Services
  • 6. Three things drive everything we do. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 7 Digital talent is tribal. Culture should foster, not dilute specialisms. Specialisms Should be Celebrated. Magic happens when you unite disparate disciplines, tools and perspectives. Connections Deliver Outcomes. The enemy is Apathy. Demonstrating > Debating. Make it Happen. Courage Drives Results.
  • 7. We use Intelligent Data to power Connected Acquisition and Transformational CRM PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 8 We don't do "big data". We filter out the noise to drive precise insight, focusing on what will drive the most positive impact – that’s Intelligent Data. Intelligent Data Underpins everything. Connected Acquisition focuses on what matters most: the acquisition of profitable customers who will drive the long-term growth of your brand. Connected Acquisition Drives efficiency We do the alchemy that turns data into revenue. We transform relationships between your brand and consumers, your data and technology. and the teams working to bring it all together, giving you a framework which prioritises impact over input. Transformational CRM Builds loyalty.
  • 8. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 9 Access to 1,600+ specialists across four continents. London Amsterdam Singapore Buenos Aires Chicago San Francisco New York Denver
  • 9. Global Blue Chip base of 360 active clients. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 10 Financial Services Retail and Distribution Transportation Healthcare Industrials and Agriculture
  • 10. Driving value from data solutions & customer data platforms PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 11
  • 11. What is a Customer Data Platform? PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 12
  • 12. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 13
  • 13. Why should I care? PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 14 • Deliver personalised customer experiences • Discover deeper insights • Achieve a holistic customer view • Harness full potential of A.I.
  • 14. Where do I start? PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 15
  • 15. Introduction to Microsoft Mike Softly PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 16
  • 19. Of organizations stated the top obstacle to using customer data is the inability to unify it Of respondents cited inability to extract data from source systems as a key challenge Of organizations claim a high degree of making the most of available customer data Inability to unify data Lack means to extract data Disconnected customer data Understanding CDP Users: CDP Institute Member Survey, 2019 Published. Managing customer data – not a new challenge, but increasingly more difficult 63% 47% Only 13% Understanding CDP users: CDP Institute Member Survey, 2019 Published.
  • 20. Vision Empower every organization to unify and understand its customer data to derive insights that power personalized experiences and processes
  • 22. Our approach Analytics AI and ML Internal External CONNECTORS DATA ACTIONINSIGHTSUNIFICATION Conflate Enrich Ingest Map and Match Channels of engagement Web Social Mobile In-person Bots Systems of engagement Microsoft Power BI Microsoft Power Automate Microsoft PowerApps 3rd Party integration Microsoft Dynamics 365 POS Events Cases Loyalty Contacts Partner data Web WIFI Geo Email Social Mobile Campaigns Surveys Usage
  • 23. Trusted platform with unmatched security and privacy Drive meaningful actions with confidence Harness data to drive informed decisions, personalize engagement across channels, and automate customer-centric experiences and processes. Get a complete view of customers Combine and enrich all your data in real-time while empowering collaboration across everyone within your organization. Unlock powerful insights with limitless analytics Predict customer intent with out-of- the-box AI templates and apply custom machine learning models for deeper insights. Microsoft customer data platform
  • 24. What sets us apart? Self-service solution Minimal deployment effort enables faster time to value. Most comprehensive and enriched profiles Unify data across diverse sources as well as uniquely enriching profiles with a combination of proprietary audience intelligence from Microsoft Graph and 3rd party data sources. Generates AI-driven insights Enhance and inform business processes and outcomes across the customer journey, enabling everyone in the organization to leverage AI-driven insights. Encompasses data ownership and security Empowers customers to maintain full control of their customer data, secured in an Azure data lake, and with the strictest compliance and security standards. Built on a hyper-scale data platform Allows organizations to bring data from many disparate sources at petabyte scale and run powerful analytic models using Microsoft AI and Azure-based machine learning capabilities. Powered by Microsoft Azure
  • 25. 2Digital Engagement Personalized and contactless shopping experiences Omnichannel purchase and inventory visibility Contextual digital and personal assistance1 43 6 75Intelligent and streamlined product fulfillment Proactive post-sales service Post-sales engagement Advocacy8
  • 26. UNICEF saves and improves children’s lives by accelerating donor engagement “Dynamics 365 Customer Insights helps us to segment the right audiences, to focus on them, to engage them in a very relevant way, and to retain them.” Astrid van Vonderen Head of Fundraising Tivoli Gardens theme park delights and charms guests “With Dynamics 365 Customer Insights, we can look back and forward to create a unique and unforgettable customer experience.” Bernt Bisgaard Caspersen Head of Solution Team & Architecture Marston’s raises the bar for guest experiences “Marston’s has a long tradition of providing exceptional guest experiences. With Dynamics 365 Customer Insights, Marston’s is transforming that tradition for the modern era.” Paul Hume Head of Technology Development AEP Energy lights up personalized experiences “Customer Insights is a way for us to be able to handle all the touch points we have with customers, and it'll help us get more customers, keep the customers we have, and keep them more satisfied..” James Peterson COO & President of Retail Services Working with companies across all industries
  • 28. Harnessing “Intelligent Data” Rob McGowan PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 31
  • 29. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 32
  • 30. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 33
  • 31. 6 We created Infinity, a bespoke data intelligence platform for JLR, to underpin real-time 121 engagement – connecting cutting edge tech and customer profiling. Case Study
  • 32. 7 Infinity has enabled JLR to move from nameplate profiling to a customer-first predictive model approach, increasing their audience understanding and unlocking incremental revenue. CRM now accounts for 47% of new vehicle purchases. 3,000+ campaigns delivered annually 5m annual customer comms43% open rate 27% ctr 748 incremental sales generated through Infinity £9.7m incremental revenue Case Study
  • 33. Developed the best of breed “Infinity” CRM and Marketing Automation platform for JLR. Driving marketing communications across online and offline channels for over 15 markets. A platform for continuous innovation and marketing ROI. Most recent innovation “The Evoque Button” - a radio-connected button delivered through the mail to targeted prospective buyers that triggers a test drive. (44% response, 5% conversion, 2400% ROI). PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 36 Full Stack Modernization Data Driven Marketing Automation for Jaguar Land Rover
  • 34. CDP managing data for over 15m customers. Providing a golden customer record, deduplicating customers across a range of identifiers. Capturing data such as “in market” data, breakdowns, memberships/product holding, website interactions, social engagement, email interactions . Integration of telematics data to the K+C Connect CDP combined with automated machine learning allows us to save an estimated 7000 days of vehicle downtime per year PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 37 Keeping cars on the road CDP to drive insight, communications and operational excellence
  • 35. CDP managing data for c.a. 5m customers Providing a multi-brand golden customer record, deduplicating customers across a range of identifiers and linking related customers (for example group diners) and related persona’s (for example corporate booker and consumer booker). Capturing data and interactions such as bookings, purchases, wifi logins, social interactions, email engagement, satisfaction surveys and voucher redemptions. Used to drive CRM and all addressable media activity PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 38 Driving covers for the Azzurri Group CDP to drive insight and communications
  • 36. Data solutions to drive your ambition. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 39
  • 37. Allow creativity to flourish. Take the pain out of your data to focus on what matters most. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 40
  • 38. Triggering a response: reinventing DM PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 41 How do you optimise test drive uptakes for a time-poor, digitally- bombarded audience in a post-GDPR world? 48:1 ROI 205 Evoques sold 44% Increase in response rate 10% Conversion to sales
  • 39. Take the first steps towards bringing home your own gold. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 42
  • 40. Customer Insights Demo Alex Holt PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 43
  • 41. Amazing things happen when you know your customer… PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 44
  • 42. Contoso Coffee PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 45 ALEX TO ADD CONTENT
  • 43. Delivering a premium Customer Experience PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 46
  • 44. “it’s not you, it’s me…” PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 47
  • 45. I do like Contoso coffee... PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 48
  • 46. … and Contoso Coffee know me PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 49
  • 47. I love my new Contoso connected coffee machine PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 50
  • 48. Gathered Customer Data Identified Churn Risk Cross Channel Retention Campaign Web browsing data creates personalized recommendation Personalised greeting in store Brand Fanatic Intro to K+C / Microsoft PROPRIETARY AND CONFIDENTIAL
  • 49. Organisation Challenges • Fractured Customer Data • Multiple Platforms • Limited Insight PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 52
  • 50. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 53
  • 51. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 54
  • 52. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 55
  • 53. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 56
  • 54. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 57
  • 55. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 58
  • 56. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 59
  • 57. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 60
  • 58. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 61
  • 59. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 62
  • 60. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 63
  • 61. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 64
  • 62. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 65
  • 63. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 66
  • 64. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 67
  • 65. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 68
  • 66. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 69
  • 67. Contoso Coffee PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 70 ALEX TO ADD CONTENT • Establish a customer data platform combining all customer related data from siloed sources • Realise a unified Contoso Customer profile • Calculate measures • Target customers • Provide a 360-degree view of the customer • Power a Contoso Coffee Greeter App
  • 68. Supercharging Customer Insights Alex Holt PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 71
  • 69. Placeholder – Alex to build out section • When MSCI is up and running, how do you supercharge it to become a cutting-edge personalisation tool? That’s where Edit come in. Extensive experience in implementing performance CDPs Deep knowledge of Single Customer Views (a key component of a CDP) Enhance your Single Customer View and predictive model accuracy with Kin + Carta’s data cleanse and augmentation. • Show CDP taking cleansed data from Pura etc as a start point • Data quality, standardisation, validation and cleansing Examples and demos – showcasing Kin + Carta’s ability to implement MSCI with other tools to activate it (eg Acoustic, Force 24, Pure 360) • Integrating all your Customer touchpoints and inbound channels • Augment your Customer Insights instance with Universal Analytics data for a view of web tracking events (eg. Goal completion, platform & device) • Appending of 3rd party variables across hundreds of lifestyle variables covering interests, hobbies, behavioural insights and geo- demographics • Enhanced segmentation and ML modelling of all additional data • Multi-channel Campaign Orchestration and Execution integrated right into CI PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 72
  • 70. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 73
  • 71. PROPRIETARY AND CONFIDENTIAL INTRO TO K+C / MICROSOFT 74
  • 72. PROPRIETARY AND CONFIDENTIAL 75 You? Increased Customer Expectations Budget Pressure Data can help! Where should I start? What can I do? I need a CDP! But how do I get one in place quickly? I need to unlock insights I need make insight actionable and drive better experiences The path to actionable customer data
  • 73. Live on UK AppSource (Consulting Services) Search for “Kin + Carta” PROPRIETARY AND CONFIDENTIAL TYPE / PROJECT NAME 76
  • 74. Customer Insights Data Strategy The challenges it answers Data to understand your customers Data to understand effectiveness of CX PROPRIETARY AND CONFIDENTIAL 77 Data gaps and strategies to plug them
  • 75. Customer Insights Data Strategy In 4 weeks we’ll give you clarity on which data is most useful to your CX goals Week 1 – Translate CX Strategy to data needs Weeks 2-3 – Map the target CX to existing systems and data Week 4– Define data readiness and opportunities PROPRIETARY AND CONFIDENTIAL 78
  • 76. Customer Insights Data Strategy What you’ll get Deliverables Priority view of target data integrations for CI Data current state and roadmap Outcomes A CI implementation plan aligned to CX outcomes Increased understanding of the opportunities from data PROPRIETARY AND CONFIDENTIAL 79
  • 77. Customer Insights Accelerator Lite The challenges it answers How to connect to and integrate my data? How do I unify and assemble the customer profile? What key measures and segments do I need? PROPRIETARY AND CONFIDENTIAL 80
  • 78. Customer Insights Accelerator Lite In 4 weeks we’ll get your key data integrated to CI and build you a unified customer view and a clear roadmap for future development Week 1 – Define the priority data to integrate and setup data access Week 2– Integrate your data to CI and create the unified profile Week 4– Build roadmap and enable your teams in the solution Week 3– Build the key measures and segments and handover collateral PROPRIETARY AND CONFIDENTIAL 81
  • 79. Customer Insights Accelerator Lite What you’ll get Deliverables CI implemented and your teams enabled in its use CI development roadmap aligned to business priorities Outcomes Access to a unified view of customer to drive better decisions Clear view of next steps and a team enabled to tackle them PROPRIETARY AND CONFIDENTIAL 82
  • 80. Our 7-week Accelerator PLUS extends this with more data sources and PowerBI presentation… PROPRIETARY AND CONFIDENTIAL 83
  • 81. Coming soon…. PROPRIETARY AND CONFIDENTIAL TYPE / PROJECT NAME 84
  • 82. Customer Insights Analytics Enabler Actionable Insights in 3 weeks Identify the modelling opportunities based on data and business need PROPRIETARY AND CONFIDENTIAL 85 Build the model in Azure ML and integrate with CI Handover and roadmap for analytics
  • 83. Customer Insights CX Enabler CI integrated with your marketing technology to drive CX Assess the martech data requirements and design integration PROPRIETARY AND CONFIDENTIAL 86 Build the 2-way integration between CI and the martech Handover and roadmap for analytics
  • 84. PROPRIETARY AND CONFIDENTIAL 87 We can help with your next steps …. 1hr Discovery Session to plot your course with CI