Elevated CX is not just personalised, it is personal. This talk from Episerver meetup in den Bosch, NL we showed how to integrate Episerver and Dynamics 365 to elevate your CX.

1. Takes two to tango
Elevated CX with Episerver ♡ Dynamics
Theo Paraskevopoulos
CEO

2. The dance floor
Meet your partner
First steps
Synchronisation
Performing live

3. Elevated CX is not personalised.
It is personal.
Customers are more important than prospects.
Elevate their CX, and they will stay loyal,
generating more and better business.
3

4. B2B Customer
Experiencer map.
Delivering a seamless
experience across
channels and touch-
points.
4
Objectives Our Advisor recommended
that we decrease exposure to
US Shares in favour of Bonds.
After evaluating a few
firms, we invited the
short-listed ones to submit
a proposal.
After agreement in
principle, we must conduct
due diligence, review and
sign contracts.
For compliance and
performance tracking, we
need both real-time and
Quarterly reports.
At regular intervals, we
need an in-depth
investment review with the
portfolio manager.
Research Selection Conversion Delivery ChangeStage
Channels
Press
Searches MorningStar for
suitable managers
Linked In
Check network for relevant
contacts
Website
Contact Bio > Fixed Income
> Homepage > Investment
process > FAQ > Contact us
Website
Sign-in > Tender
documentation
Email
Contact, qualification
Offline
In-person presentation
Website
Sign-In > On-boarding
documents exchange >
Electronic signatures
App
Download > Sign-in >
Verify Account
Website
Sign-in > Real-time
valuations > Statements
and Valuations Library
Email
New Valuation notification
App
Sign-in > View Message >
Set fingerprint access >
Review performance
App
Sign-in > Arrange
investment review
Offline
In-person presentation
App
Explore and visualise
scenarios during meeting
Website
Sign-In > Review scenarios
> Authorise changes
Email
Group notified of change
Jayne
Pension Trustee, Frankfurt
Investable assets
Domain literacy
Risk appetite
£5,000,000
Professional
Medium

5. The dance floor
Meet your partner
First steps
Synchronisation
Performing live

6. CMS is not just about Content.
CRM is not just about Contacts.
Development platforms for building Digital
Experiences, and Business Applications.
6

7. Digital Experience Platform
Content, Commerce, Marketing, Search,
Personalisation, Recommendations, Social,
Analytics, Headless… Plus strong links to
Developers and Azure.
7

8. Business Applications Platform
Salesforce Automation, Customer service, Field
service, Talent and HR, Finance and Operations,
Marketing, Retail / ERP… Also strong links to
Developers and Azure.
8

9. 9
The complete notion of business
transformation is something that only
Microsoft can do… It’s about Dynamics
at the centre of the company.
Satya Nadella, Microsoft CEO

10. The dance floor
Meet your partner
First steps
Synchronisation
Performing live

11. Lead capture and
marketing
automation
Creating Leads and
Contacts in the CRM
from form submissions
11
Objectives Our Advisor recommended
that we decrease exposure to
US Shares in favour of Bonds.
After evaluating a few
firms, we invited the
short-listed ones to submit
a proposal.
After agreement in
principle, we must conduct
due diligence, review and
sign contracts.
For compliance and
performance tracking, we
need both real-time and
Quarterly reports.
At regular intervals, we
need an in-depth
investment review with the
portfolio manager.
Research Selection Conversion Delivery ChangeStage
Channels
Press
Searches MorningStar for
suitable managers
Linked In
Check network for relevant
contacts
Website
Contact Bio > Fixed Income
> Homepage > Investment
process > FAQ > Contact us
Website
Sign-in > Tender
documentation
Email
Contact, qualification
Offline
In-person presentation
Website
Sign-In > On-boarding
documents exchange >
Electronic signatures
App
Download > Sign-in >
Verify Account
Website
Sign-in > Real-time
valuations > Statements
and Valuations Library
Email
New Valuation notification
App
Sign-in > View Message >
Set fingerprint access >
Review performance
App
Sign-in > Arrange
investment review
Offline
In-person presentation
App
Explore and visualise
scenarios during meeting
Website
Sign-In > Review scenarios
> Authorise changes
Email
Group notified of change
Jayne
Pension Trustee, Frankfurt
Investable assets
Domain literacy
Risk appetite
£5,000,000
Professional
Medium

12. Direct
integration
Using Episerver
Dynamics Connector,
Microsoft .NET SDK or
built-in Rest API
12
Business App DX App Customer

13. 13

14. The dance floor
Meet your partner
First steps
Synchronisation
Performing live

15. Engagement
with a CRM-
powered portal
Secure distribution of
personal information
stored in the CRM
15
Objectives Our Advisor recommended
that we decrease exposure to
US Shares in favour of Bonds.
After evaluating a few
firms, we invited the
short-listed ones to submit
a proposal.
After agreement in
principle, we must conduct
due diligence, review and
sign contracts.
For compliance and
performance tracking, we
need both real-time and
Quarterly reports.
At regular intervals, we
need an in-depth
investment review with the
portfolio manager.
Research Selection Conversion Delivery ChangeStage
Channels
Press
Searches MorningStar for
suitable managers
Linked In
Check network for relevant
contacts
Website
Contact Bio > Fixed Income
> Homepage > Investment
process > FAQ > Contact us
Website
Sign-in > Tender
documentation
Email
Contact, qualification
Offline
In-person presentation
Website
Sign-In > On-boarding
documents exchange >
Electronic signatures
App
Download > Sign-in >
Verify Account
Website
Sign-in > Real-time
valuations > Statements
and Valuations Library
Email
New Valuation notification
App
Sign-in > View Message >
Set fingerprint access >
Review performance
App
Sign-in > Arrange
investment review
Offline
In-person presentation
App
Explore and visualise
scenarios during meeting
Website
Sign-In > Review scenarios
> Authorise changes
Email
Group notified of change
Jayne
Pension Trustee, Frankfurt
Investable assets
Domain literacy
Risk appetite
£5,000,000
Professional
Medium

16. Mediated
integration
Improve performance
with Runtime or Azure
Redis caching
16
Business App DX App CustomerCache layer

17. The dance floor
Meet your partner
First steps
Synchronisation
Performing live

18. Real-time
collaboration
Explore scenarios in
face-to-face account
meetings.
18
Objectives Our Advisor recommended
that we decrease exposure to
US Shares in favour of Bonds.
After evaluating a few
firms, we invited the
short-listed ones to submit
a proposal.
After agreement in
principle, we must conduct
due diligence, review and
sign contracts.
For compliance and
performance tracking, we
need both real-time and
Quarterly reports.
At regular intervals, we
need an in-depth
investment review with the
portfolio manager.
Research Selection Conversion Delivery ChangeStage
Channels
Press
Searches MorningStar for
suitable managers
Linked In
Check network for relevant
contacts
Website
Contact Bio > Fixed Income
> Homepage > Investment
process > FAQ > Contact us
Website
Sign-in > Tender
documentation
Email
Contact, qualification
Offline
In-person presentation
Website
Sign-In > On-boarding
documents exchange >
Electronic signatures
App
Download > Sign-in >
Verify Account
Website
Sign-in > Real-time
valuations > Statements
and Valuations Library
Email
New Valuation notification
App
Sign-in > View Message >
Set fingerprint access >
Review performance
App
Sign-in > Arrange
investment review
Offline
In-person presentation
App
Explore and visualise
scenarios during meeting
Website
Sign-In > Review scenarios
> Authorise changes
Email
Group notified of change
Jayne
Pension Trustee, Frankfurt
Investable assets
Domain literacy
Risk appetite
£5,000,000
Professional
Medium

19. Decoupled
integration
Scalable, real-time
messaging service with
Service Bus and
SignalR.
19
Business App DX App CustomerService bus

20. 20
Business App DX AppQueue
What is Azure
Service Bus?
Messaging service for
high-availability,
asynchronous
integrations.
Send Receive

21. 21
Business App DX AppTopic
What is Azure
Service Bus?
Service Bus Topics
contain filters, so
multiple systems can
connect
Other app
Publish FilteredSubscribe

22. Q A
Cologne office
+49 221 5847 9978
hello@growcreate.de
growcreate.de
Oxford office
+44 1844 202 522
hello@growcreate.co.uk
growcreate.co.uk