Microsoft Dynamics Marketing and Customer Insights Journeys

so what are you seeing in front of you if you are I don't know if you are using Dynamics daily but the marketing module for Microsoft which is now also it's going to add a bit to the confusion because actually it's now called customer insights um Journeys so Microsoft renamed this beginning of October and you now have if you are going to be looking for any other videos or demos or any learning material about Dynamics marketing you need to be looking for customer insights Journeys okay so Microsoft added it to a new skew which is good news because it does mean that something that a lot of organizations do when it comes to Microsoft's marketing modules is they usually will get um this insights Journeys part first which is marketing let's send emails to people let's put them in Journeys and then that will usually be followed um by customer insights which has always been called customer insights but is now called customer insights data and what that helps you do is it actually creates a profile for each of the people that you're marketing to so it tries to give you that 360 degree profile and allows you to plug into different systems like a telepan system uh maybe like an app that you're using different things that will help you get a better picture to be we do have some customers that do that but to be honest with a lot of the changes made to the Dynamics mod marketing or customer insights module um there is a lot that you're getting already that helps you to build up that profile so I I think there's a lot of features that I'll take you through today that will be pretty useful for you um so what I like to focus on when we do these demos is usually just go through some of the main questions that that we get from marketeers uh and so you can actually see if you are using other systems at the moment uh or you are running certain campaigns what would that look like within the customer insights Journeys module and one of the first things that I usually get or that usually people touch on is just how will I see what I'm busy doing so you might have different campaigns that you are running at the moment those will have different elements like there might be email there might be SMS you might be breaking people down into different segments um you might be giving tasks to different team members and you might also be using certain tools like Google analytics to show you what are the results of all of my marketing efforts and that would be showing you at a very high level and enabling you to draw down um so when it comes to customer insights Journeys you also get insights so things that you can track and what Microsoft changed recently actually the beginning of October but something that they've been developing over the last two to three years is you can see this trial that I spun up here is only actually giving me realtime Journeys so people who launched uh before October with their marketing module still have outbound features and that's what Microsoft called the normal if you think of a MailChimp sending um emails via MailChimp that's what they call their features that are not focused on real time so the benefit is if you launch with Dynamics marketing now what you get is the system is continuously mining so if you have certain Journeys if you have certain SA ments where you said I want everybody that clicks this button to be added onto this or youve sent emails recently it's not just um looking for people's behavior at certain points during the day and refreshing it but those insights are continuously refreshing to help make sure that if you are putting a segment on people who yesterday opened my email or two months ago clicked on a link any segment that you're pulling is giving you the most real time information that you can get at that point in time and then it can keep mining that data and keep refreshing it for you so with um customer insights Journeys you do get as you would with Dynamics you are going to get some dashboards and some um insights out of the box that you will be shown uh so if I go to analytics you're going to see that you will get there's not this is a a demo envir so we don't actually have live campaigns that we are running or anything but it will give you a bit of an idea of what you would actually be able to see and what Microsoft focuses on heavily with uh customer insights is you will get a lot of Journey data so when it comes to customer insights what I usually say to clients is think about Journeys because that's Microsoft's word for it as things that you probably run as campaigns at the moment because this is things where you group together marketing activities like I'm sending an email if people open I'll send them an SMS with confirmation details if they don't open Target them with the same email again in two weeks it's going to show all of those Journey details for you here in your journey analytics okay and you can also see it's trying to become a bit smart even though it doesn't have details in at the moment it's doing things like why do we think people left your journey um and which Journeys are the most successful so it's using all of the data that you input the journeys that you create and then it's combining that with people's behaviors which is the real- time insights what do people do when they get this what do they respond to and it's trying to guide you on what decisions you should make and that is a very big part of where Dynamics customer insights is going is it's trying to add a lot of AI on top of the features to mine the behaviors and mind data and look at what was your successful Journey versus ones that didn't perform well and can I guide this user on why that is and obviously the more you use it the more data you put in the better those results are going to get okay so you get your journey analytics and then you also get channel analytics and these are the different channels that you get within customer insights um the ones that you can that you probably very used to is you get email right so I can scroll down in terms of how do people actually um do with the emails that I sent out and then you also get push notifications so if you want to use that if if that is a channel that you want to explore it is at the moment ingrained into the customer insights module so you can use that in Journeys um you can run separate campaigns on it it's all available for you you just have to set up the base and then you can run with it um and that's the same with text messages so what's quite nice is that you will continuously get insights on all of these channels but it also means that you can use these channels in all of the features that are available in marketing okay and it's constantly being mined meaning I can even I can say everybody who favors text messages above email um put them into a segment for me and let me send them a text message you can leave some decisions to the system because you know that it's constantly mining behavior for you okay and that's what makes the M so strong okay but to get back to that first question that I had how do we see information within customer insights you will get Journey analytics and you will get channel analytics also as this is Dynamics at its base everything that you have in the system can be turned into a dashboard um and you can tweak those dashboards charts and Views and you can build your own as well so that is something that can easily for marketing team be added onto their site map and then that dashboard can be built out you also do get some outof the-box marketing ones that just with um the sales enterprise system which you have already is provided for you as well so all of that can be put into this that's already in the base for you to be playing around with okay um the other thing that you might want to know is how will you actually plan so if you have Dynamics marketing based on what systems you use now some Marketing Systems do come with the ability to do things like allocate certain tasks to people or in the the traditional terms create campaigns to group all of the activities under those campaigns because ultimately in the system you want to choose a date like say last year Jan I know we had our annual conference and I want to see what was the results what channels did we use what collateral did we use and I might even want to reuse some of that okay so what you have within Dynamics marketing because again it's Dynamics is you do have campaign functionality if you are going to want to use that umbrella approach so if you want to be able to see this is what we did all of it was linked to this one thing or you can use the journeys and what we usually do is during training will give you both and we'll tell you the difference between it because both of them are native to Dynamics marketing um but then what you also have is you have standard with Dynamics you have activities right so if you want to plan something and if I use that example again um we want to plan for the annual conference 2024 then I might actually go and I might go and create tasks for my team members so this gives you a little bit of plan and functionality and I could um add certain task here like create email template uh give a description so it depends on how you're working and then I can allocate this to a certain team member okay and once I've done that so I could allocate it here change the owner of this task or I could go and assign this task here um once I've done that that user Hood was assigned to can then go and Market is complete and it's just a way for you to stay on top of all of the tasks and you can even put a calendar on control a calendar control on this again it's native out of the box so I can see in a calendar view for this month what tasks do I have which ones have I allocated to my team and what's the status of them and then link it all back to how are we doing what do I need to focus on next okay so you get these things but the great thing is that everything I see in the front with Dynamics I can manipulate so if I I'm seeing these columns here regarding priority start date I might say actually I'm always going to want to link each of these to either a journey or campaign I'll create that field add that column in and that column is not available now but I'm just going to add something in to show you how easy that would be um add my columns in close that apply that and I'm changing the filter that I'm seeing on all the data because there could be hundreds of thousands of tasks within your system okay and you can save these and share with your team if you want to the good thing is you're not Reliant always on devs to change something for you if you want to change a view if you want to change um the bolt data that you're taking out of the system you have control over that and it just changes for you until you share it so you're not actually making a real system change um you can share this with people and it stays a personal view that you shared okay um so that's one of the ways that you would actually be planning within Dynamics um and the other thing that you would be doing that I'll show you later on is you will be using Journeys and grouping a lot of activities in those Journeys um the other question however that you might be wondering is just how will I get my data so external data I can now I can see my channels I can see my campaigns I can allocate tasks but how might I see things that are not happening within Dynamics okay and examples of those are like your website so you will have people who you have within Dynamics or who are leads um that you are sending emails to from within the system you want to see was that effective what was their behavior um and with Dynamics customer insights you do get a settings area where there's a lot of additional functionality um we usually will have a little bit of a plan and a setup guide for people that we'll take everyone through to get the setup but what you can do is you register your domains with Dynamics marketing and then you will also get tracking script and that's very similar to if you're using Google analytics at the moment uh you will place that on the back end of your website and then when I go into my domains I will be able to see how many people visited how many of the contacts within my customer insights Journey actually uh engaged with my last email that had a link to a landing page and because I'm capturing that information again I can go and I can group those people then and Target them specifically based on the action they just took so it's great to use these always link up what you can because it makes your segments and the that you're mining a lot stronger um the other thing that is quite useful that clients love about Dynamics customer Insight is if I go back to my realtime Journeys the other thing that you can use is your forms so in addition to having that tracking script to register my domains and have my website information feed into Dynamics I can also create marketing forms which I can easily either just drop so I can embed it on my website um or I can actually take if you don't want to do that you can take your existing forms and you can just match them so what you do is you get each field that I might have onto a form it's all drag and drop um has a specific name and it has a mapping behind it so I can go and I can add this into the HTML on my forms on my website and Dynamics marketing actually makes this process really easy because it has a guide when you do this that kind of it searches for that form that you want to track it tries to connect the two for you so it does remove some of the the scripting or coding knowledge that you'll need in a team it it does make it a lot easier um so you can capture forms and through that you can have people submit their information so if I wanted I wanted address I might have wanted first name okay and it's all again it's configurable so everything everything you see here Microsoft gives you because it knows this is what micro marketeers use the most but it will also allow you to create your own like if you want to have your own Fields called dietary requirements or um product most interested in and you can map those and use them as well so all of this like with email like with most of the functionality in customiz Journeys is drag and drop okay so it is quite user friendly and the greatest thing that I personally love about the forms is the fact that when you embed it you don't have the need to actually um change anything on this form so what we found with a lot of marketeers is when you have this embed functionality which is ideal because it means you don't have to go and you know match form fields or tracking script you know there it's much easier to embed a form but what would hold them back is the fact that if I go and embed this form like if I previewed at this moment that is not very pretty for me to go and drag and drop onto my website or landing page um so what Microsoft did that's really useful is if I go and I try and embed this so I'll say publish and then I get embed code then it will actually try and match the CSS on my website so it will look at what colors did you use um what kind of edges did you use what font did you use and it will try and create this form for you based on that look and feel so it takes away that need for you to pay a designer um and it means that mostly your team can create they can use drag and drop they can just get the embed drop it onto your website and you have that form that will then speak into Dynamics for you so it's a very easy way to get information into Dynamics um we have clients that do very clever things with it like at conferences they will have specific forms they created and have it on an iPad at a stand people will come fill in their details say this is what I what I want to speak about submit it and it's automatically a lead in the system it's ncrm there's not a massive sheet that you need to capture um as soon as that conference is done um so this is available for you and once you understand it once you understand how this Maps your contact forms and that automatically there is a lot more use for it than just a form on a landing page or a website but it does make that process of getting external information like your leads contact updates like updating a job title or their contact preferences much easier and it takes a lot of the manual work out for you okay so that's one of the other ways the other thing that you can do with Dynamics marketing is you do have survey functionality okay so just like um it's very similar to this form that I actually created but you can also create surveys within Dynamics marketing and and you actually have a choice with that because you also get something called customer voice now to be honest if you ever want to look at those two things so you get survey functionality included you get customer voice included which is also a survey tool I would suggest that you do that we do another demo just because it really goes in depth in terms of um the functionality but the great thing is that those two tools um are both included with the marketing and it's also very closely linked um so if I have certain things like if I'm doing segments I can draw segments on survey results I could say anybody that submitted a survey with an NPS score that's under three I can do that it's all there's already things out of the box for me I don't have to necessarily build those because the tool is part of the um the Microsoft customer insights Journey ecosystem so it brings those features a lot closer together um and that actually comes to the next thing that I wanted to talk about which is your segment okay so you'll hear me constantly saying whatever you're doing in terms of data whether it is you having clients fill out a form or um having sent out an email or had a survey that's running the system is mining at all and you can reuse it and that's where Dynamics marketing or customer insights is very strong is the fact that it will continuously be updating your segments so the way you can think about segments in uh Dynamics marketing is the fact that it's a list so it's a marketing list that I'm putting together but it is just giving me a lot of additional functionality in terms of behavior um the the information that I'm capturing on my contact lead and account forms and also something that's for useful any custom tables and when I say that um tables it could be like here you have a contact form right so I'm capturing all my contact information like first name last name on youandi and I can view her as a contact but you might also have something you might have something that you create like a policy table and that holds all the different policy information because I could have many different policies and the great thing is with the segment Builder I can then enable that policy table for segmentation okay so I'll show you what it looks like now so if I say here test segment one um the other thing that is quite handy uh that it it's it's again it improves the we use it is I could tell the query assist so this is some of the thei function see I could tell it um you know help me build a segment with active contacts so I could say um I want all my active contacts that are under 32 something like that okay and then it's going to give me some suggestions like to get close to what I'm saying if I don't choose one of these it's going to try and still build it for me closest to what I can what it can possibly get to me but I could say like contacts who prefer Monday meetings let's do that one okay so it's trying to take it's trying to speed up everything that marketeers are doing per day by using the query assist which is co-pilot um and helping you by doing certain things for you so here I'm getting preferred day Monday I'm saying use that segment and it built that for me and how it would know what the preferred meeting day is you might be wondering is because on every contact and Lead record that I have um if I'm setting up a meeting or an appointment from Dynamics it's capturing that right so it's on that timeline for that contact or lead it sees oh well actually yandi always has meetings on Wednesday and she accepts it she never accepts it on a Friday so it's that's part of the realtime um insights and Journeys is that it's looking at every single behavior that I have within the system so that you can use it to segment and personalize okay so this is your segment Builder which is a fancy name for your marketing list Builder and anything that I have within the system everything I have on my contact records my lead records as I said any custom tables I can use Within These queries that I'm building I can also exclude if I want to so I could say I want everybody whose preferred day is a Monday um but then actually I want to exclude a certain behavior from a contact like everybody who doesn't prefer SMS communication because I'm actually sending an SMS um and you can then also combine different segments so if I few weeks ago created a segment where I said um everybody that attended the annual conference maybe now I want to include that that segment with the segment that I'm building so that's where it becomes quite powerful because as you start using this tool for a while you will have segments that might be four years old um that have been mining constantly uh and you will be able to reuse those and combine them so you're just building stronger segments the whole time because it's constantly mining what those people are doing okay um the other thing that you will have with this is you can estimate so if I said um I want I'm going to get rid of that one I want everybody who's preferred meeting as Monday I don't think there there's nothing happening in the system so we should not be able to really get a segment but you can almost you can always estimate to see how many members am I getting because most likely if you are pulling a segment you'll have an idea in your mind mind of how many people it should be getting right and you can then view that so you could view that to see what is the estimate that you're giving me does this feel accurate do I need to go and rebuild and when you get a valid estimate um it will also give you a little sample you can see here view sample of included members so that I can then see oh okay this is what that profile actually looks like that I'm trying to pull and Mark a to okay so that's one thing that you have have to Target people the other thing that you will have that is becoming more and more used these days is your compliance Center okay so this sits on top of that compliance which means if you do roll something out like Dynamics marketing um you might already have that info for people so you might already have a subscription or compliance Center where you know these are the people who opted in um we have a list of people who opted out and we keep updating it um so when it comes to Dynamics marketing you can either use that list or link if it's a center that you have at the moment you are not forced to use Microsoft's compliance Center however you are forced to use a compliance Center so if you can see here's a consent Center here um and it does guide you so that's something that usually is it takes a bit of time in the beginning to set up but you need to have you need to give people the option to opt in to your communication if you want to use the consent Center um and then you can go stricter so I could either just have an opt-in yes or no which I usually unless if you have very strict processes already I recommend for people to kick off with it's just have a simple yes or no it does give you that form anyways that yes I want to opt in or not you have that form you can add it on to all your emails um but then you can go stricter by saying I want to start working with levels so if my contact opted into my email my phone um each kind of Channel that I have there will be a four meaning I can always mark it to them if there are two which means they've only opted into email they you know I have to restrict them for phone if a phone message is going out so it does give you the flexibility to be really um Advanced and really drilled down but I always say you know you need to think about why you are doing that um so if there's a good reason it's great can use it if not the normal opt in form of yes yes I consent or no I want to opt out of all um works just as well in the beginning until you can refine those so that's available for you and every email that I send out has to have a link to my compliance Center to show that I am actually compliant um a lot of this that I'm talking about when it comes to compliance and all of that these are all available in my settings area so it's available for you to play around with but also whoever you whoever sets this up with you we'll take you through those and there are certain Tex boxes that we go through to say yes we've set all of this up so that you don't I think one of the things you want to guard against is when you kick off with marketing you don't want to constantly have something stop you like if you you're ready to send out an email and it's telling you oh you didn't set up your compliance Center the right way it's not verified you can't send the email or um your address your main address was not added to your consent Center so all of these things is just a little to-do list and when you set up when you get started with Dynamics marketing you tick through it and then you're free to use the features and you know you're free to play around and it's all working for you okay so that is um I'm hoping answering the question of uh how will I get data into the system and how will I Target people um and your targeting in realtime marketing is how I would group people it's your segments but then the other thing that you get that is also quite powerful is you get triggers okay and this is basically Microsoft took their outbound marketing where people were building a lot of Journeys and Journeys which I'll show you now is you have how do people enter is your first thing that you do so how do I get people in here either they've been added to a marketing list or it's because they submitted a form um and they started to see what do marketeers use again and again and what could be a simple trigger what can we turn into a trigger that means as soon as this happen happens there will be an action that follows it and what's great about this is Microsoft created a lot of outof thee boox triggers already for you okay so you can just come in here like text message bounce text message delivered opportunity created you can come in and you can already just add these onto a journey for yourself and say every time an opportunity is created um message them email the marketing manager or if it's created and it's above a certain value or coming from a marketing Source lead um alert the marketing manager so it's giving a lot of these already out of the box which makes that Journey a lot quicker because the entry entry points a lot quicker and it's always live um and you can also create custom ones okay so you might think of certain things like uh this is a random example abandoned cart somebody abandoned the cart um so I want to create a new trigger for that uh and it tries and guides you so if I I do this test two it's going to ask you what are you trying to turn into a trigger so is it when a record is updated like I had a client tell me this morning every time we have a client whose account number unique number starts with a certain letter then we want to add them to a journey because it means they a certain kind of client so we use the trigger for that because that's a very clear way to use the triggers for or it could be when a customer interact with the website or an app so we had a client and that's what it came to my mind who said if a cart's abandoned I immediately want somebody added onto a journey so that was a trigger for us okay so that means you get the triggers that Microsoft gives you and the great thing is they keep updating because they keep looking at what our marketeers creating what are they requesting so you get the updates of triggers that get added because those get rolled out with the updates um but then if you have something very unique which you probably will because you have you have a unique focus and an industry Focus you can also come and create those triggers in here and it tries and guides you the whole time as you are creating that which is now almost just normal with Dynamics marketing and with the co-pilot added on is there's a lot of guidance in it for you as well okay so with how you're going to Target people things you might be thinking of today as marketing lists when it comes to Dynamics marketing or customing siiz Journeys you will have segments and you will have triggers that you can create to get people either onto lists group them or just automatically have a journey kick off with them okay any questions okay all good um okay so you can also see that I did touch on the channels that you get and you know by now you have push notifications you have text messages you will have your emails um you can connect your website uh you can do surveys but you also might have a need for a custom Channel and you do have that available so if you had something like um a portal maybe that you wanted to connect uh or like a some people have delivery kiosk any unique channel that you might be using this means that the system does k for that so I can add a unique channel in as well and the good thing about this what I like is previously when you did this I then had to go and C customize certain things so that I can add my unique channel into emails so link those up or add it into a customer Journey where now you already have tiles preconfigured for you for custom channels so it does make it a bit easier anything that you add onto the system that's not out of the box to work that into the features that you are going to be using for marketing okay so that's an important one to keep in mind um when it comes to how you are going to be communicating as I've been touching on for bit now so I said you will have sms okay so you will have SMS communication or text messages um and again very easy to create so if I go to my text message it's giving me a little preview here um I can choose the sender so who am I sending this from which you will set up I can choose my message what compliance profile am I using so am I very strict do I have certain things that I set up just for SMS that need to be used or is it my default okay so default is by default set but if you change that it won't be um and then what is the purpose for sending this out so this is quite nice because this is available this purpose is available for you to use with your SMS um push notifications and with your emails meaning if you had something that was transactional like your bill is due in two months or your financial advisor has been trying to reach you uh you can send that out without somebody having opted in but it's it's up to you you have have to say then this is transactional communication right so it's it's to do with the business and this is a client and we can send that out okay but again what you're seeing here most of it uh is uh it's drag and drop it's previewed for you so you can see what's it going to look like before it comes out and I can also ask a system to do some checks for me so validate that this is viable um and in this case it's obviously not even if I say send it's not going to send because I don't have sender set up and I've not set up with an actual Service uh but what it will do then is it will if you had said for example click here and there's no link it might flag that for you to say you you know there's there's an error in the text message um I like to say to people always have an internal test list which now it used to be just have an email test list uh but now it would also be have a test list for push notifications have a test list of your you know your marketing team for SMS messages so while you're getting used to the system you can actually really send it not just view the you know this is a preview uh but do an actual send and get used to how things are going to look on the other side when you are changing things here okay so this is your text messages it's the same for push notifications okay so you can set those up as well after you have actually connected an um application that you want to use and again it's telling you this is what it will look like so it's very similar to your TCH messages okay then you have your emails I'm going to just SC there and the email editors very much drag and drop but Microsoft again also gives you some templates so you can import templates if you are working on another system at the moment that you will want to be bringing over you can import those um you get you get templates that you could be using and customizing um and you also have some controls so you'll see that you can lock down certain things if branding is a worry for you so if you for example want to lock down the footer of emails and say no one can change this you can do that and you can apply security R so I could say only Joseph can change email Footers he's the designer he's the one that has control over that so that is possible and then everything else that you see is basically again it's drag and drop so I can drag and drop content I don't know if you are um still designing emails if you use HTML so uh a few years ago like two to three years ago we had a lot of clients that were reliant on HTML emails but I have to say most of them have slowly come over to drag and drop because it has improved a lot as the as um customer insights evolved and if there is something specific that you want to put into a Content block like it might be like an Roi calculator or something clever that people can um work with you can put a code Block in so I can put the code that I want into this code block and then it's still adhering to the other parameters so I just find that it usually makes responsiveness and the different web browsers and devices you know Microsoft has to worry about that because these are you're working within their templates and that's something that they're working on all the time um but if HTML is a need it's still completely possible you can still code your emails if you want to um and you would get the same functionality so you can still preview it you can still test it and you can also look at the different devices okay and that will give you an idea which is nice to play around with but again um in the beginning I always urge everybody do an actual send get used to what this is going to look like and and use your personal emails and that just to get used to the system okay I can again I can check the content um and it's going to say to me what's missing like here it's saying to me the content part is missing if I try again it's probably going to tell me you haven't set up an address because I have to have an address here and I have to have my compliance Center ready to send this out okay but it just gives you a bit of added uh peace of mind that the system will do some checks for you and then you know the other ones are are up to you okay now with all of these communication channels that we have like our push notifications SMS email where it all comes together with our segments and uh our triggers is here so if I go to my engagement can see here let me disc scard that that I have my Journeys okay and I can create a new Journey come on okay and again it's going to try and you can see again it's trying to guide me is it a trigger that you're using is it a segment that you're using so you'll remember those triggers were the ones that Microsoft I showed you there's quite a few out of the box like um customer voice survey submitted or uh contact updated or is it a segment so I might have decided this is our annual conference 2024 that I'm starting to market for and I actually went and I built a segment where I took um people who attended the previous conferences and hot leads that we are targeting so I can decide who who do I want to be in this Journey okay I'll give it a name if I said for example it's a trigger I'm going to say if a contact's created so sales go they create a contact which means they've signed up to us they're going to be doing business with us like they've bought a certain investment or policy um and we then need to onboard them so when a contact is created I'm going to do an onboarding Journey for them so let's say on boarding okay I then go and create that Journey and then it's all again drag and drop and click right so I can see my first step is a contacts created that's how they will come onto this journey and then it's asking me what do you want to do after this so somebody gets created and most likely I might want to send them an email saying welcome to uh Mount street right so I would have created that email in my email editor I look up to it here and I selected for some reason my last pause is in this block right now um I'll select it and it will go into that tile there okay and it's showing me it's an email that you selected the other thing that I can then do is I could say well after I've sent this email so to actually say to them you know welcome here's your welcome pack this is how we work this is who will be your account manager manager sorry um then I might actually put a wait timer in so I could say wait for a week then before you go to the next action uh and I can do an an if Branch I'm going to say wait I'm going to tell her to wait um a set amount of time and let's say we're waiting one week after we sent that email then after that I'm going to tell it if people open my previous email so I can say to it um just give me a moment to get this okay so if people open my email you decide who you actually oh I'm telling the system you decide what you're going to send to them so I can go and I could say after I've created the onboarding email they've responded to it um they're on boarded now now we actually want to invite them to a customer event but I want to use the channel that they're most responsive to so I might go put that invite in an email a text message and a push notification but I'm telling the system choose the best Channel based on each contact that gets created in the system you go and see what do they respond to best and send them that invite via their channel that they prefer okay and with Journeys I can honestly keep going and keep going and keep going so it depends on what kind of Journey you're running and um what the end goal is so this is an if Branch if I'm saying okay I've sent them the invite maybe if they've registered if they registered yes do this if they didn't register for that customer day then you know maybe I send them the invite again via their preferred channel in two weeks or maybe you know I'm I'm going to just choose a channel that I think they would better react to so this journey can go from the start from that it gets created all the way down and then again this means that whatever happened in this journey so people who open their emails who responded to my event invite and who actually pitched up on the day I can again go and create new segments saying everybody who clicked on my email and also pitched on the day put them into a segment or find me similar people that have similar profiles okay so that's how you can start playing around with these um so those are your Journeys once your journey is live what is quite nice is so you will save it you will publish it you will be able to see how many people are running through your journey at any point in time so it is quite a nice way to see how effective are the different channels that I have put in here or the steps or do I maybe need to reduce my waiting times a bit um so you can monitor those in real time and then you also have some additional functionality in that you can set up goals which is those goal metrics that you saw under the channels um the channel analytics which said to you this is how many of your goals have been met this is how the journeys are doing you can also set goals yourself for Journey so say I want 20 people to have registered for this event um within two weeks and it will tell you then how how are you doing in Meeting those goals so this is especially useful if you have a lot of things running at the same time um so that you don't have to go in and remember what we'll be trying to achieve but you can just see our glance in your Analytics how are we doing with meeting the goals for these different Journeys and what do I need to focus on next okay um so the other functionality that you do have that I I'm not going to delve into a lot but I'm going to give you the basics for is just you also have event management with Dynamics um customer insights it is quite a big uh part of it so if I go to event planning you'll see that it's almost an entire application on its own and when I'm saying on its own I don't mean it's separate it sits right on top of everything else it's all well integrated you can use it together it's just that it really is big in terms of the functionality so we do have some clients that H that use the event functionality quite heavily um they have event teams that will focus on this because they have things like they have vendors for events they have speakers they need to book out hotel rooms and buildings for sessions and different streams for sessions and that is what customer insights Journeys event management offers you you can really handle big like the Microsoft Inspire conference which I think is 80 to 100,000 people a year in Vegas that's what you can use this for but not everybody has that need for events so what I always advise is use what you're going to use so it's easier to adopt and to navigate so if you think um well we're just going to use events like we have webinars maybe or we have certain um on-site events that happen once or twice a year then we what we do is we take the main functionality like the events which is the event itself hosting all of the information about the event um the event registration forms and then things like check-ins and we only add them to your real time app so that you can see your events here and events again just like everything else can go into your Journeys can go um you can add an event to a survey to ask how did we do um so it's all integrated but it is a very large piece of functionality that you could break down if you need to if you're not going to use it to that extent the other good thing is if I'm saying break it down or move it to a different site of the menu anything that you see in here so any functionality that you see will always be there meaning we could hide things for you from your sit map um we could move them around but as you grow you might be saying actually now we're having events and there's loads of speakers we need the speaker functionality and then eventually we need the Bold bu in now we just need it all so we just enable this again so any functionality that's built in if you're not using it you can make it easier for the team to use the app to see just what they need to but all of it will always be available for you to bring to the front again okay um lastly let me just show you this so if we go back to real time I think it's just important to say um so with everything that you see here as I said it is configurable so you can change what you see in terms of information um and you can export that you can put different information in the system whether you're using forms or uh you are actually using import templates if you want to um but also the information that you will see on your contacts accounts and leads which is something that marketing teams work with a lot it's also all configurable so Microsoft will give me this out of the box which is my basic contact information okay so I have like my main um first name last name email address um details so this is what it gives to you as a base so that you can capture certain contact preferences and that but you most likely will be changing a lot of it and you can easily add things onto this Change option sets if you want to and change choices to be more in line with what you Market with and work with every day okay so that's the great thing it's all configurable but as I said anything that gets taken away you can bring to the front again when you want to use it

so what are you seeing in front of you if you are I don&#39;t know if you are using Dynamics daily but the marketing module for Microsoft which is now also it&#39;s going to add a bit to the confusion because actually it&#39;s now called customer insights um Journeys so Microsoft renamed this beginning of October and you now have if you are going to be looking for any other videos or demos or any learning material about Dynamics marketing you need to be looking for customer insights Journeys okay so Microsoft added it to a new skew which is good news because it does mean that something that a lot of organizations do when it comes to Microsoft&#39;s marketing modules is they usually will get um this insights Journeys part first which is marketing let&#39;s send emails to people let&#39;s put them in Journeys and then that will usually be followed um by customer insights which has always been called customer insights but is now called customer insights data and what that helps you do is it actually creates a profile for each of the people that you&#39;re marketing to so it tries to give you that 360 degree profile and allows you to plug into different systems like a telepan system uh maybe like an app that you&#39;re using different things that will help you get a better picture to be we do have some customers that do that but to be honest with a lot of the changes made to the Dynamics mod marketing or customer insights module um there is a lot that you&#39;re getting already that helps you to build up that profile so I I think there&#39;s a lot of features that I&#39;ll take you through today that will be pretty useful for you um so what I like to focus on when we do these demos is usually just go through some of the main questions that that we get from marketeers uh and so you can actually see if you are using other systems at the moment uh or you are running certain campaigns what would that look like within the customer insights Journeys module and one of the first things that I usually get or that usually people touch on is just how will I see what I&#39;m busy doing so you might have different campaigns that you are running at the moment those will have different elements like there might be email there might be SMS you might be breaking people down into different segments um you might be giving tasks to different team members and you might also be using certain tools like Google analytics to show you what are the results of all of my marketing efforts and that would be showing you at a very high level and enabling you to draw down um so when it comes to customer insights Journeys you also get insights so things that you can track and what Microsoft changed recently actually the beginning of October but something that they&#39;ve been developing over the last two to three years is you can see this trial that I spun up here is only actually giving me realtime Journeys so people who launched uh before October with their marketing module still have outbound features and that&#39;s what Microsoft called the normal if you think of a MailChimp sending um emails via MailChimp that&#39;s what they call their features that are not focused on real time so the benefit is if you launch with Dynamics marketing now what you get is the system is continuously mining so if you have certain Journeys if you have certain SA ments where you said I want everybody that clicks this button to be added onto this or youve sent emails recently it&#39;s not just um looking for people&#39;s behavior at certain points during the day and refreshing it but those insights are continuously refreshing to help make sure that if you are putting a segment on people who yesterday opened my email or two months ago clicked on a link any segment that you&#39;re pulling is giving you the most real time information that you can get at that point in time and then it can keep mining that data and keep refreshing it for you so with um customer insights Journeys you do get as you would with Dynamics you are going to get some dashboards and some um insights out of the box that you will be shown uh so if I go to analytics you&#39;re going to see that you will get there&#39;s not this is a a demo envir so we don&#39;t actually have live campaigns that we are running or anything but it will give you a bit of an idea of what you would actually be able to see and what Microsoft focuses on heavily with uh customer insights is you will get a lot of Journey data so when it comes to customer insights what I usually say to clients is think about Journeys because that&#39;s Microsoft&#39;s word for it as things that you probably run as campaigns at the moment because this is things where you group together marketing activities like I&#39;m sending an email if people open I&#39;ll send them an SMS with confirmation details if they don&#39;t open Target them with the same email again in two weeks it&#39;s going to show all of those Journey details for you here in your journey analytics okay and you can also see it&#39;s trying to become a bit smart even though it doesn&#39;t have details in at the moment it&#39;s doing things like why do we think people left your journey um and which Journeys are the most successful so it&#39;s using all of the data that you input the journeys that you create and then it&#39;s combining that with people&#39;s behaviors which is the real- time insights what do people do when they get this what do they respond to and it&#39;s trying to guide you on what decisions you should make and that is a very big part of where Dynamics customer insights is going is it&#39;s trying to add a lot of AI on top of the features to mine the behaviors and mind data and look at what was your successful Journey versus ones that didn&#39;t perform well and can I guide this user on why that is and obviously the more you use it the more data you put in the better those results are going to get okay so you get your journey analytics and then you also get channel analytics and these are the different channels that you get within customer insights um the ones that you can that you probably very used to is you get email right so I can scroll down in terms of how do people actually um do with the emails that I sent out and then you also get push notifications so if you want to use that if if that is a channel that you want to explore it is at the moment ingrained into the customer insights module so you can use that in Journeys um you can run separate campaigns on it it&#39;s all available for you you just have to set up the base and then you can run with it um and that&#39;s the same with text messages so what&#39;s quite nice is that you will continuously get insights on all of these channels but it also means that you can use these channels in all of the features that are available in marketing okay and it&#39;s constantly being mined meaning I can even I can say everybody who favors text messages above email um put them into a segment for me and let me send them a text message you can leave some decisions to the system because you know that it&#39;s constantly mining behavior for you okay and that&#39;s what makes the M so strong okay but to get back to that first question that I had how do we see information within customer insights you will get Journey analytics and you will get channel analytics also as this is Dynamics at its base everything that you have in the system can be turned into a dashboard um and you can tweak those dashboards charts and Views and you can build your own as well so that is something that can easily for marketing team be added onto their site map and then that dashboard can be built out you also do get some outof the-box marketing ones that just with um the sales enterprise system which you have already is provided for you as well so all of that can be put into this that&#39;s already in the base for you to be playing around with okay um the other thing that you might want to know is how will you actually plan so if you have Dynamics marketing based on what systems you use now some Marketing Systems do come with the ability to do things like allocate certain tasks to people or in the the traditional terms create campaigns to group all of the activities under those campaigns because ultimately in the system you want to choose a date like say last year Jan I know we had our annual conference and I want to see what was the results what channels did we use what collateral did we use and I might even want to reuse some of that okay so what you have within Dynamics marketing because again it&#39;s Dynamics is you do have campaign functionality if you are going to want to use that umbrella approach so if you want to be able to see this is what we did all of it was linked to this one thing or you can use the journeys and what we usually do is during training will give you both and we&#39;ll tell you the difference between it because both of them are native to Dynamics marketing um but then what you also have is you have standard with Dynamics you have activities right so if you want to plan something and if I use that example again um we want to plan for the annual conference 2024 then I might actually go and I might go and create tasks for my team members so this gives you a little bit of plan and functionality and I could um add certain task here like create email template uh give a description so it depends on how you&#39;re working and then I can allocate this to a certain team member okay and once I&#39;ve done that so I could allocate it here change the owner of this task or I could go and assign this task here um once I&#39;ve done that that user Hood was assigned to can then go and Market is complete and it&#39;s just a way for you to stay on top of all of the tasks and you can even put a calendar on control a calendar control on this again it&#39;s native out of the box so I can see in a calendar view for this month what tasks do I have which ones have I allocated to my team and what&#39;s the status of them and then link it all back to how are we doing what do I need to focus on next okay so you get these things but the great thing is that everything I see in the front with Dynamics I can manipulate so if I I&#39;m seeing these columns here regarding priority start date I might say actually I&#39;m always going to want to link each of these to either a journey or campaign I&#39;ll create that field add that column in and that column is not available now but I&#39;m just going to add something in to show you how easy that would be um add my columns in close that apply that and I&#39;m changing the filter that I&#39;m seeing on all the data because there could be hundreds of thousands of tasks within your system okay and you can save these and share with your team if you want to the good thing is you&#39;re not Reliant always on devs to change something for you if you want to change a view if you want to change um the bolt data that you&#39;re taking out of the system you have control over that and it just changes for you until you share it so you&#39;re not actually making a real system change um you can share this with people and it stays a personal view that you shared okay um so that&#39;s one of the ways that you would actually be planning within Dynamics um and the other thing that you would be doing that I&#39;ll show you later on is you will be using Journeys and grouping a lot of activities in those Journeys um the other question however that you might be wondering is just how will I get my data so external data I can now I can see my channels I can see my campaigns I can allocate tasks but how might I see things that are not happening within Dynamics okay and examples of those are like your website so you will have people who you have within Dynamics or who are leads um that you are sending emails to from within the system you want to see was that effective what was their behavior um and with Dynamics customer insights you do get a settings area where there&#39;s a lot of additional functionality um we usually will have a little bit of a plan and a setup guide for people that we&#39;ll take everyone through to get the setup but what you can do is you register your domains with Dynamics marketing and then you will also get tracking script and that&#39;s very similar to if you&#39;re using Google analytics at the moment uh you will place that on the back end of your website and then when I go into my domains I will be able to see how many people visited how many of the contacts within my customer insights Journey actually uh engaged with my last email that had a link to a landing page and because I&#39;m capturing that information again I can go and I can group those people then and Target them specifically based on the action they just took so it&#39;s great to use these always link up what you can because it makes your segments and the that you&#39;re mining a lot stronger um the other thing that is quite useful that clients love about Dynamics customer Insight is if I go back to my realtime Journeys the other thing that you can use is your forms so in addition to having that tracking script to register my domains and have my website information feed into Dynamics I can also create marketing forms which I can easily either just drop so I can embed it on my website um or I can actually take if you don&#39;t want to do that you can take your existing forms and you can just match them so what you do is you get each field that I might have onto a form it&#39;s all drag and drop um has a specific name and it has a mapping behind it so I can go and I can add this into the HTML on my forms on my website and Dynamics marketing actually makes this process really easy because it has a guide when you do this that kind of it searches for that form that you want to track it tries to connect the two for you so it does remove some of the the scripting or coding knowledge that you&#39;ll need in a team it it does make it a lot easier um so you can capture forms and through that you can have people submit their information so if I wanted I wanted address I might have wanted first name okay and it&#39;s all again it&#39;s configurable so everything everything you see here Microsoft gives you because it knows this is what micro marketeers use the most but it will also allow you to create your own like if you want to have your own Fields called dietary requirements or um product most interested in and you can map those and use them as well so all of this like with email like with most of the functionality in customiz Journeys is drag and drop okay so it is quite user friendly and the greatest thing that I personally love about the forms is the fact that when you embed it you don&#39;t have the need to actually um change anything on this form so what we found with a lot of marketeers is when you have this embed functionality which is ideal because it means you don&#39;t have to go and you know match form fields or tracking script you know there it&#39;s much easier to embed a form but what would hold them back is the fact that if I go and embed this form like if I previewed at this moment that is not very pretty for me to go and drag and drop onto my website or landing page um so what Microsoft did that&#39;s really useful is if I go and I try and embed this so I&#39;ll say publish and then I get embed code then it will actually try and match the CSS on my website so it will look at what colors did you use um what kind of edges did you use what font did you use and it will try and create this form for you based on that look and feel so it takes away that need for you to pay a designer um and it means that mostly your team can create they can use drag and drop they can just get the embed drop it onto your website and you have that form that will then speak into Dynamics for you so it&#39;s a very easy way to get information into Dynamics um we have clients that do very clever things with it like at conferences they will have specific forms they created and have it on an iPad at a stand people will come fill in their details say this is what I what I want to speak about submit it and it&#39;s automatically a lead in the system it&#39;s ncrm there&#39;s not a massive sheet that you need to capture um as soon as that conference is done um so this is available for you and once you understand it once you understand how this Maps your contact forms and that automatically there is a lot more use for it than just a form on a landing page or a website but it does make that process of getting external information like your leads contact updates like updating a job title or their contact preferences much easier and it takes a lot of the manual work out for you okay so that&#39;s one of the other ways the other thing that you can do with Dynamics marketing is you do have survey functionality okay so just like um it&#39;s very similar to this form that I actually created but you can also create surveys within Dynamics marketing and and you actually have a choice with that because you also get something called customer voice now to be honest if you ever want to look at those two things so you get survey functionality included you get customer voice included which is also a survey tool I would suggest that you do that we do another demo just because it really goes in depth in terms of um the functionality but the great thing is that those two tools um are both included with the marketing and it&#39;s also very closely linked um so if I have certain things like if I&#39;m doing segments I can draw segments on survey results I could say anybody that submitted a survey with an NPS score that&#39;s under three I can do that it&#39;s all there&#39;s already things out of the box for me I don&#39;t have to necessarily build those because the tool is part of the um the Microsoft customer insights Journey ecosystem so it brings those features a lot closer together um and that actually comes to the next thing that I wanted to talk about which is your segment okay so you&#39;ll hear me constantly saying whatever you&#39;re doing in terms of data whether it is you having clients fill out a form or um having sent out an email or had a survey that&#39;s running the system is mining at all and you can reuse it and that&#39;s where Dynamics marketing or customer insights is very strong is the fact that it will continuously be updating your segments so the way you can think about segments in uh Dynamics marketing is the fact that it&#39;s a list so it&#39;s a marketing list that I&#39;m putting together but it is just giving me a lot of additional functionality in terms of behavior um the the information that I&#39;m capturing on my contact lead and account forms and also something that&#39;s for useful any custom tables and when I say that um tables it could be like here you have a contact form right so I&#39;m capturing all my contact information like first name last name on youandi and I can view her as a contact but you might also have something you might have something that you create like a policy table and that holds all the different policy information because I could have many different policies and the great thing is with the segment Builder I can then enable that policy table for segmentation okay so I&#39;ll show you what it looks like now so if I say here test segment one um the other thing that is quite handy uh that it it&#39;s it&#39;s again it improves the we use it is I could tell the query assist so this is some of the thei function see I could tell it um you know help me build a segment with active contacts so I could say um I want all my active contacts that are under 32 something like that okay and then it&#39;s going to give me some suggestions like to get close to what I&#39;m saying if I don&#39;t choose one of these it&#39;s going to try and still build it for me closest to what I can what it can possibly get to me but I could say like contacts who prefer Monday meetings let&#39;s do that one okay so it&#39;s trying to take it&#39;s trying to speed up everything that marketeers are doing per day by using the query assist which is co-pilot um and helping you by doing certain things for you so here I&#39;m getting preferred day Monday I&#39;m saying use that segment and it built that for me and how it would know what the preferred meeting day is you might be wondering is because on every contact and Lead record that I have um if I&#39;m setting up a meeting or an appointment from Dynamics it&#39;s capturing that right so it&#39;s on that timeline for that contact or lead it sees oh well actually yandi always has meetings on Wednesday and she accepts it she never accepts it on a Friday so it&#39;s that&#39;s part of the realtime um insights and Journeys is that it&#39;s looking at every single behavior that I have within the system so that you can use it to segment and personalize okay so this is your segment Builder which is a fancy name for your marketing list Builder and anything that I have within the system everything I have on my contact records my lead records as I said any custom tables I can use Within These queries that I&#39;m building I can also exclude if I want to so I could say I want everybody whose preferred day is a Monday um but then actually I want to exclude a certain behavior from a contact like everybody who doesn&#39;t prefer SMS communication because I&#39;m actually sending an SMS um and you can then also combine different segments so if I few weeks ago created a segment where I said um everybody that attended the annual conference maybe now I want to include that that segment with the segment that I&#39;m building so that&#39;s where it becomes quite powerful because as you start using this tool for a while you will have segments that might be four years old um that have been mining constantly uh and you will be able to reuse those and combine them so you&#39;re just building stronger segments the whole time because it&#39;s constantly mining what those people are doing okay um the other thing that you will have with this is you can estimate so if I said um I want I&#39;m going to get rid of that one I want everybody who&#39;s preferred meeting as Monday I don&#39;t think there there&#39;s nothing happening in the system so we should not be able to really get a segment but you can almost you can always estimate to see how many members am I getting because most likely if you are pulling a segment you&#39;ll have an idea in your mind mind of how many people it should be getting right and you can then view that so you could view that to see what is the estimate that you&#39;re giving me does this feel accurate do I need to go and rebuild and when you get a valid estimate um it will also give you a little sample you can see here view sample of included members so that I can then see oh okay this is what that profile actually looks like that I&#39;m trying to pull and Mark a to okay so that&#39;s one thing that you have have to Target people the other thing that you will have that is becoming more and more used these days is your compliance Center okay so this sits on top of that compliance which means if you do roll something out like Dynamics marketing um you might already have that info for people so you might already have a subscription or compliance Center where you know these are the people who opted in um we have a list of people who opted out and we keep updating it um so when it comes to Dynamics marketing you can either use that list or link if it&#39;s a center that you have at the moment you are not forced to use Microsoft&#39;s compliance Center however you are forced to use a compliance Center so if you can see here&#39;s a consent Center here um and it does guide you so that&#39;s something that usually is it takes a bit of time in the beginning to set up but you need to have you need to give people the option to opt in to your communication if you want to use the consent Center um and then you can go stricter so I could either just have an opt-in yes or no which I usually unless if you have very strict processes already I recommend for people to kick off with it&#39;s just have a simple yes or no it does give you that form anyways that yes I want to opt in or not you have that form you can add it on to all your emails um but then you can go stricter by saying I want to start working with levels so if my contact opted into my email my phone um each kind of Channel that I have there will be a four meaning I can always mark it to them if there are two which means they&#39;ve only opted into email they you know I have to restrict them for phone if a phone message is going out so it does give you the flexibility to be really um Advanced and really drilled down but I always say you know you need to think about why you are doing that um so if there&#39;s a good reason it&#39;s great can use it if not the normal opt in form of yes yes I consent or no I want to opt out of all um works just as well in the beginning until you can refine those so that&#39;s available for you and every email that I send out has to have a link to my compliance Center to show that I am actually compliant um a lot of this that I&#39;m talking about when it comes to compliance and all of that these are all available in my settings area so it&#39;s available for you to play around with but also whoever you whoever sets this up with you we&#39;ll take you through those and there are certain Tex boxes that we go through to say yes we&#39;ve set all of this up so that you don&#39;t I think one of the things you want to guard against is when you kick off with marketing you don&#39;t want to constantly have something stop you like if you you&#39;re ready to send out an email and it&#39;s telling you oh you didn&#39;t set up your compliance Center the right way it&#39;s not verified you can&#39;t send the email or um your address your main address was not added to your consent Center so all of these things is just a little to-do list and when you set up when you get started with Dynamics marketing you tick through it and then you&#39;re free to use the features and you know you&#39;re free to play around and it&#39;s all working for you okay so that is um I&#39;m hoping answering the question of uh how will I get data into the system and how will I Target people um and your targeting in realtime marketing is how I would group people it&#39;s your segments but then the other thing that you get that is also quite powerful is you get triggers okay and this is basically Microsoft took their outbound marketing where people were building a lot of Journeys and Journeys which I&#39;ll show you now is you have how do people enter is your first thing that you do so how do I get people in here either they&#39;ve been added to a marketing list or it&#39;s because they submitted a form um and they started to see what do marketeers use again and again and what could be a simple trigger what can we turn into a trigger that means as soon as this happen happens there will be an action that follows it and what&#39;s great about this is Microsoft created a lot of outof thee boox triggers already for you okay so you can just come in here like text message bounce text message delivered opportunity created you can come in and you can already just add these onto a journey for yourself and say every time an opportunity is created um message them email the marketing manager or if it&#39;s created and it&#39;s above a certain value or coming from a marketing Source lead um alert the marketing manager so it&#39;s giving a lot of these already out of the box which makes that Journey a lot quicker because the entry entry points a lot quicker and it&#39;s always live um and you can also create custom ones okay so you might think of certain things like uh this is a random example abandoned cart somebody abandoned the cart um so I want to create a new trigger for that uh and it tries and guides you so if I I do this test two it&#39;s going to ask you what are you trying to turn into a trigger so is it when a record is updated like I had a client tell me this morning every time we have a client whose account number unique number starts with a certain letter then we want to add them to a journey because it means they a certain kind of client so we use the trigger for that because that&#39;s a very clear way to use the triggers for or it could be when a customer interact with the website or an app so we had a client and that&#39;s what it came to my mind who said if a cart&#39;s abandoned I immediately want somebody added onto a journey so that was a trigger for us okay so that means you get the triggers that Microsoft gives you and the great thing is they keep updating because they keep looking at what our marketeers creating what are they requesting so you get the updates of triggers that get added because those get rolled out with the updates um but then if you have something very unique which you probably will because you have you have a unique focus and an industry Focus you can also come and create those triggers in here and it tries and guides you the whole time as you are creating that which is now almost just normal with Dynamics marketing and with the co-pilot added on is there&#39;s a lot of guidance in it for you as well okay so with how you&#39;re going to Target people things you might be thinking of today as marketing lists when it comes to Dynamics marketing or customing siiz Journeys you will have segments and you will have triggers that you can create to get people either onto lists group them or just automatically have a journey kick off with them okay any questions okay all good um okay so you can also see that I did touch on the channels that you get and you know by now you have push notifications you have text messages you will have your emails um you can connect your website uh you can do surveys but you also might have a need for a custom Channel and you do have that available so if you had something like um a portal maybe that you wanted to connect uh or like a some people have delivery kiosk any unique channel that you might be using this means that the system does k for that so I can add a unique channel in as well and the good thing about this what I like is previously when you did this I then had to go and C customize certain things so that I can add my unique channel into emails so link those up or add it into a customer Journey where now you already have tiles preconfigured for you for custom channels so it does make it a bit easier anything that you add onto the system that&#39;s not out of the box to work that into the features that you are going to be using for marketing okay so that&#39;s an important one to keep in mind um when it comes to how you are going to be communicating as I&#39;ve been touching on for bit now so I said you will have sms okay so you will have SMS communication or text messages um and again very easy to create so if I go to my text message it&#39;s giving me a little preview here um I can choose the sender so who am I sending this from which you will set up I can choose my message what compliance profile am I using so am I very strict do I have certain things that I set up just for SMS that need to be used or is it my default okay so default is by default set but if you change that it won&#39;t be um and then what is the purpose for sending this out so this is quite nice because this is available this purpose is available for you to use with your SMS um push notifications and with your emails meaning if you had something that was transactional like your bill is due in two months or your financial advisor has been trying to reach you uh you can send that out without somebody having opted in but it&#39;s it&#39;s up to you you have have to say then this is transactional communication right so it&#39;s it&#39;s to do with the business and this is a client and we can send that out okay but again what you&#39;re seeing here most of it uh is uh it&#39;s drag and drop it&#39;s previewed for you so you can see what&#39;s it going to look like before it comes out and I can also ask a system to do some checks for me so validate that this is viable um and in this case it&#39;s obviously not even if I say send it&#39;s not going to send because I don&#39;t have sender set up and I&#39;ve not set up with an actual Service uh but what it will do then is it will if you had said for example click here and there&#39;s no link it might flag that for you to say you you know there&#39;s there&#39;s an error in the text message um I like to say to people always have an internal test list which now it used to be just have an email test list uh but now it would also be have a test list for push notifications have a test list of your you know your marketing team for SMS messages so while you&#39;re getting used to the system you can actually really send it not just view the you know this is a preview uh but do an actual send and get used to how things are going to look on the other side when you are changing things here okay so this is your text messages it&#39;s the same for push notifications okay so you can set those up as well after you have actually connected an um application that you want to use and again it&#39;s telling you this is what it will look like so it&#39;s very similar to your TCH messages okay then you have your emails I&#39;m going to just SC there and the email editors very much drag and drop but Microsoft again also gives you some templates so you can import templates if you are working on another system at the moment that you will want to be bringing over you can import those um you get you get templates that you could be using and customizing um and you also have some controls so you&#39;ll see that you can lock down certain things if branding is a worry for you so if you for example want to lock down the footer of emails and say no one can change this you can do that and you can apply security R so I could say only Joseph can change email Footers he&#39;s the designer he&#39;s the one that has control over that so that is possible and then everything else that you see is basically again it&#39;s drag and drop so I can drag and drop content I don&#39;t know if you are um still designing emails if you use HTML so uh a few years ago like two to three years ago we had a lot of clients that were reliant on HTML emails but I have to say most of them have slowly come over to drag and drop because it has improved a lot as the as um customer insights evolved and if there is something specific that you want to put into a Content block like it might be like an Roi calculator or something clever that people can um work with you can put a code Block in so I can put the code that I want into this code block and then it&#39;s still adhering to the other parameters so I just find that it usually makes responsiveness and the different web browsers and devices you know Microsoft has to worry about that because these are you&#39;re working within their templates and that&#39;s something that they&#39;re working on all the time um but if HTML is a need it&#39;s still completely possible you can still code your emails if you want to um and you would get the same functionality so you can still preview it you can still test it and you can also look at the different devices okay and that will give you an idea which is nice to play around with but again um in the beginning I always urge everybody do an actual send get used to what this is going to look like and and use your personal emails and that just to get used to the system okay I can again I can check the content um and it&#39;s going to say to me what&#39;s missing like here it&#39;s saying to me the content part is missing if I try again it&#39;s probably going to tell me you haven&#39;t set up an address because I have to have an address here and I have to have my compliance Center ready to send this out okay but it just gives you a bit of added uh peace of mind that the system will do some checks for you and then you know the other ones are are up to you okay now with all of these communication channels that we have like our push notifications SMS email where it all comes together with our segments and uh our triggers is here so if I go to my engagement can see here let me disc scard that that I have my Journeys okay and I can create a new Journey come on okay and again it&#39;s going to try and you can see again it&#39;s trying to guide me is it a trigger that you&#39;re using is it a segment that you&#39;re using so you&#39;ll remember those triggers were the ones that Microsoft I showed you there&#39;s quite a few out of the box like um customer voice survey submitted or uh contact updated or is it a segment so I might have decided this is our annual conference 2024 that I&#39;m starting to market for and I actually went and I built a segment where I took um people who attended the previous conferences and hot leads that we are targeting so I can decide who who do I want to be in this Journey okay I&#39;ll give it a name if I said for example it&#39;s a trigger I&#39;m going to say if a contact&#39;s created so sales go they create a contact which means they&#39;ve signed up to us they&#39;re going to be doing business with us like they&#39;ve bought a certain investment or policy um and we then need to onboard them so when a contact is created I&#39;m going to do an onboarding Journey for them so let&#39;s say on boarding okay I then go and create that Journey and then it&#39;s all again drag and drop and click right so I can see my first step is a contacts created that&#39;s how they will come onto this journey and then it&#39;s asking me what do you want to do after this so somebody gets created and most likely I might want to send them an email saying welcome to uh Mount street right so I would have created that email in my email editor I look up to it here and I selected for some reason my last pause is in this block right now um I&#39;ll select it and it will go into that tile there okay and it&#39;s showing me it&#39;s an email that you selected the other thing that I can then do is I could say well after I&#39;ve sent this email so to actually say to them you know welcome here&#39;s your welcome pack this is how we work this is who will be your account manager manager sorry um then I might actually put a wait timer in so I could say wait for a week then before you go to the next action uh and I can do an an if Branch I&#39;m going to say wait I&#39;m going to tell her to wait um a set amount of time and let&#39;s say we&#39;re waiting one week after we sent that email then after that I&#39;m going to tell it if people open my previous email so I can say to it um just give me a moment to get this okay so if people open my email you decide who you actually oh I&#39;m telling the system you decide what you&#39;re going to send to them so I can go and I could say after I&#39;ve created the onboarding email they&#39;ve responded to it um they&#39;re on boarded now now we actually want to invite them to a customer event but I want to use the channel that they&#39;re most responsive to so I might go put that invite in an email a text message and a push notification but I&#39;m telling the system choose the best Channel based on each contact that gets created in the system you go and see what do they respond to best and send them that invite via their channel that they prefer okay and with Journeys I can honestly keep going and keep going and keep going so it depends on what kind of Journey you&#39;re running and um what the end goal is so this is an if Branch if I&#39;m saying okay I&#39;ve sent them the invite maybe if they&#39;ve registered if they registered yes do this if they didn&#39;t register for that customer day then you know maybe I send them the invite again via their preferred channel in two weeks or maybe you know I&#39;m I&#39;m going to just choose a channel that I think they would better react to so this journey can go from the start from that it gets created all the way down and then again this means that whatever happened in this journey so people who open their emails who responded to my event invite and who actually pitched up on the day I can again go and create new segments saying everybody who clicked on my email and also pitched on the day put them into a segment or find me similar people that have similar profiles okay so that&#39;s how you can start playing around with these um so those are your Journeys once your journey is live what is quite nice is so you will save it you will publish it you will be able to see how many people are running through your journey at any point in time so it is quite a nice way to see how effective are the different channels that I have put in here or the steps or do I maybe need to reduce my waiting times a bit um so you can monitor those in real time and then you also have some additional functionality in that you can set up goals which is those goal metrics that you saw under the channels um the channel analytics which said to you this is how many of your goals have been met this is how the journeys are doing you can also set goals yourself for Journey so say I want 20 people to have registered for this event um within two weeks and it will tell you then how how are you doing in Meeting those goals so this is especially useful if you have a lot of things running at the same time um so that you don&#39;t have to go in and remember what we&#39;ll be trying to achieve but you can just see our glance in your Analytics how are we doing with meeting the goals for these different Journeys and what do I need to focus on next okay um so the other functionality that you do have that I I&#39;m not going to delve into a lot but I&#39;m going to give you the basics for is just you also have event management with Dynamics um customer insights it is quite a big uh part of it so if I go to event planning you&#39;ll see that it&#39;s almost an entire application on its own and when I&#39;m saying on its own I don&#39;t mean it&#39;s separate it sits right on top of everything else it&#39;s all well integrated you can use it together it&#39;s just that it really is big in terms of the functionality so we do have some clients that H that use the event functionality quite heavily um they have event teams that will focus on this because they have things like they have vendors for events they have speakers they need to book out hotel rooms and buildings for sessions and different streams for sessions and that is what customer insights Journeys event management offers you you can really handle big like the Microsoft Inspire conference which I think is 80 to 100,000 people a year in Vegas that&#39;s what you can use this for but not everybody has that need for events so what I always advise is use what you&#39;re going to use so it&#39;s easier to adopt and to navigate so if you think um well we&#39;re just going to use events like we have webinars maybe or we have certain um on-site events that happen once or twice a year then we what we do is we take the main functionality like the events which is the event itself hosting all of the information about the event um the event registration forms and then things like check-ins and we only add them to your real time app so that you can see your events here and events again just like everything else can go into your Journeys can go um you can add an event to a survey to ask how did we do um so it&#39;s all integrated but it is a very large piece of functionality that you could break down if you need to if you&#39;re not going to use it to that extent the other good thing is if I&#39;m saying break it down or move it to a different site of the menu anything that you see in here so any functionality that you see will always be there meaning we could hide things for you from your sit map um we could move them around but as you grow you might be saying actually now we&#39;re having events and there&#39;s loads of speakers we need the speaker functionality and then eventually we need the Bold bu in now we just need it all so we just enable this again so any functionality that&#39;s built in if you&#39;re not using it you can make it easier for the team to use the app to see just what they need to but all of it will always be available for you to bring to the front again okay um lastly let me just show you this so if we go back to real time I think it&#39;s just important to say um so with everything that you see here as I said it is configurable so you can change what you see in terms of information um and you can export that you can put different information in the system whether you&#39;re using forms or uh you are actually using import templates if you want to um but also the information that you will see on your contacts accounts and leads which is something that marketing teams work with a lot it&#39;s also all configurable so Microsoft will give me this out of the box which is my basic contact information okay so I have like my main um first name last name email address um details so this is what it gives to you as a base so that you can capture certain contact preferences and that but you most likely will be changing a lot of it and you can easily add things onto this Change option sets if you want to and change choices to be more in line with what you Market with and work with every day okay so that&#39;s the great thing it&#39;s all configurable but as I said anything that gets taken away you can bring to the front again when you want to use it

Transcript for:Microsoft Dynamics Marketing and Customer Insights Journeys

Transcript for:
Microsoft Dynamics Marketing and Customer Insights Journeys