During the last couple of years, Microsoft has been rapidly increasing its investment into the communications landscape, supporting better interactions between colleagues worldwide.
Most recently, Microsoft technology has begun to evolve with a new focus on the customer experience avenue. Microsoft Customer Experience platform is just one of the new tools created to help companies better serve their audience in today’s world.
The Microsoft Customer Experience platform is a “customer engagement” solution built by Microsoft to empower companies invested in incredible CX. The technology provides companies with full ownership of customer data, so they can connect with customers in a more personalised format.
With out-of-the-box AI insights built in, the Customer Engagement platform also improves your chances of rapidly accelerating your CX investments to ensure brand differentiation.
Exploring the Microsoft Customer Experience Platform
According to Microsoft, the “Customer Experience Platform” was designed to help companies deliver more relevant and engaging customer experiences by maintaining control over customer data. You can use AI-orchestrated journeys to connect with customers at every essential touchpoint and predict customer intent to improve your chances of brand advocacy.
At the heart of the Customer Experience Platform is the promise of being able to “own your customer data”. In an environment where third-party cookies are disappearing and privacy standards are changing, a strong platform for customer data is crucial to delivering the kind of meaningful experiences your audience wants.
With Microsoft’s Customer Experience platform, companies can collect customer data from multiple sources, while ensuring compliance with the latest industry regulations.
Aside from simply allowing you to manage a 360-degree view of your customer more effectively, the Microsoft Customer Experience platform is also packed with AI to help you get more from the information you collect. AI tools make it easier to identify critical trends and unlock insights into the preferences of your target audience.
Notably, Microsoft doesn’t require companies to run complex data science programs to get a deep-dive view of their customers with the Customer Experience Platform. Instead, the pre-built AI models and tools allow brand leaders to quickly develop a better understanding of the behaviour, journeys, and intent of customers.
Creating More Engaging Experiences for Customers
The Microsoft Customer Experience platform is actually a series of valuable tools combined together to provide valuable tools for gathering, using, and managing customer data. The idea is, that with this combination of tools, insights, and Artificial Intelligence, companies will be able to develop more engaging experiences for customers.
The Microsoft Customer Experience platform even supports AI-orchestrated journeys, so companies can acquire more high-value customers based on their interactions with your brand across various channels, including social media, email, mobile, and more.
The various tools built into the Customer Experience platform include:
- Dynamics 365 Customer Insights: The Dynamics 365 Customer Insights application allows users to unify data across a range of sources and different platform conversations. This provides a more comprehensive view of your customers for personalised discussions.
- Azure Purview: Built within the Azure ecosystem, Purview supports companies in maximizing the value of their data with a unified solution for governance.
- Azure Synapse analytics: Discover new insights into your customers and their preferences by applying custom machine learning and AI models to your data.
- Microsoft Clarity: Understand exactly how your customers prefer to interact with your business and website using a convenient and cohesive Microsoft tool.
- Dynamics 365 Marketing: Built completely personalised journeys for your customers from scratch using powerful insights collected from your Microsoft tools.
- Microsoft Advertising: Access the latest advertising tools from Microsoft to connect with customers wherever they are, on the sites they use on a daily basis.
- Microsoft PromoteIQ: Build new opportunities for incremental revenue increases by working with brand partners directly through the Microsoft ecosystem.
- Dynamics 365 Commerce: Increase your chances of better customer satisfaction scores, boost purchasing decisions and enhance the performance of store employees in one platform.
- Dynamics 365 Sales: Build new revenue opportunities into your sales environment with a collaborative solution for intelligent, digital sales in a multi-channel environment.
- Dynamics 365 Customer Service: Unlock new opportunities for customer loyalty by exceeding your clients’ expectations with predictive, empathetic, and connected omnichannel experiences.
There’s also a huge partner ecosystem connected with the Microsoft Customer Experience platform, to allow companies to expand the functionality of their environment using specialist tools.
Building Brands with Microsoft
Microsoft’s Customer Experience Platform is essentially an ecosystem for developing powerful end-to-end relationship-building opportunities in a digital world. According to Microsoft, today’s customers want real connections with brands that go beyond the basics of personalisation. Today’s customers want each experience to feel custom-made for them.
The Microsoft Customer Experience platform, with its powerful AI-orchestrated journeys, makes it easier to connect with customers like never before. Integrations between Microsoft Advertising tools and Dynamics 365 solutions for audience insights make it possible to strengthen genuine relationships with clients. With more digital agencies now joining the ecosystem of partners connected to the Microsoft Customer Experience platform, the environment continues to grow every day.
For Microsoft, this new technology represents a powerful opportunity to serve another critical group in the business landscape. The Teams space has already become the go-to solution or collaboration and internal communication. Dynamics and the Customer Experience Platform could now become the ultimate solution for building end-to-end customer journeys with sales and marketing collaboration.
The Future of Microsoft Customer Experience
Already, various top companies have begun leveraging Microsoft’s new toolkit to discover the power of data-driven experiences for themselves. Chipotle uses Microsoft’s technology to gather and analyse data in a more efficient way, considering everything from customer loyalty plans to service requests. Elsewhere, HomeDepot is partnering with Microsoft and PromoteIQ to unlock incremental revenue increases and real-time performance insights.
Like many of the top tools in the Microsoft ecosystem, it’s likely Microsoft’s Customer Experience platform will continue to grow even more appealing as the company invests in new and improved partnership opportunities.
