Data Discovery for CX: 5 hours Workshop

Agenda

Our engagement includes the following steps:

Perparation of the workshop:

• Provision of a customer journey target for the orchestration of content for personas through digital channels
• Provision of access to your Microsoft Dynamics 365 Marketing instance to get an overview of setup, data usages and data quality
• Provision of an overview of all systems involved in customer relationship management in order to get an overview of data storage and data collection

On-site or off-site workshop:

• Best Practice presentation: How to use data in your customer centric efforts with Microsoft Dynamics 365 Marketing
• Derivation of requirements for systems used:
• Which data must be present in customer facing systems to support the customer journey
• How is the data in your systems used today
• What additional data must be collected for profile extensions with Microsoft Dynamics 365 Marketing and other systems
• What information is important for marketing/sales/service for daily doing - business processes

Follow-up of the workshop:

• Evaluation of the data and determination of the data quality for the necessary processes

Deliverables:

• Target image and concept of data use and collection in the customer journey with Microsoft Dynamics 365 Marketing
• Potentials for the use of data in your business processes