October 4-7, 2021

This session will be recorded

Brought to you by Product Engineering and the Teams Customer Advocacy Group

Microsoft Airlift 2021

https://aka.ms/MicrosoftAirlift

Lori Lamkin, Rich LaBarca

10/5/2021 2:10 PM

DY008

This session is recorded and is brought to you by

Microsoft Product Engineering and the Teams Customer Advocacy Group

The new era of

individualized experiences

Code of ConductAirlift 2021 is an invitation only engineering-led event under

strict NDA. The following code of conduct outlines our

expectations at Airlift 2021. By adhering to these guidelines,

we will be able to continue events such as Airlift in the

future.

• Photography, video or recording of session content or

presentations in any format & shared in social channels.

• New features, code names, embargo dates should not be

shared.

• There is zero tolerance for leaks.

• Personal insults, threats, attacks, harassment, stalking, abuse,

slurs, profanity, sexual remarks or innuendos or violence

directed against another person particularly those related to

gender, sexual orientation, race, religion, or disability or

otherwise discriminatory jokes and language.

• Inappropriate or unwelcome sexual attention, including

sexualized comments or jokes or unwelcome sexual advances.

• Posting or displaying sexually explicit or violent material.

• Deliberate intimidation, stalking, or following

• Advocating for or encouraging any of the above behavior.

Sustained disruption of conference events, including talks

and presentations. Anyone asked to stop unacceptable

behavior is expected to comply immediately. If an

attendee speaker, or event staff engages in unacceptable

behavior, the Airlift 2021 team staff will take any action

they deem appropriate, including expulsion from the

conference and/or the MVP/Partner Program.

If you are subject to or witness unacceptable behavior,

please notify the Airlift 2021 Program Team as soon as

possible.

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Welcome to today’s session!

Agenda

Executing with a unified

approach creates customer value

Customer experience - what’s

changing?

QnA

Customer experience landscape is changing…

Expectations are changing

Individualized experiences

on their own terms

Customer CMO

Balance customer expectations

with goals

Revenue

Enhanced customer relationships

Brand Value

CIO

Drive business with

Customer data

Security/Compliance

Integrate Custom data flows

…balancing customer expectations with goals is hard!

Marketers are looking to accelerate growth

Create raving fans

Predict customer intent to deliver the

right content at the right channel

and in the right moment with rich

out-of-the-box AI and insights

Personalization

without limits

Directly connect with each customer

with full data ownership

Engage in new ways

Deliver end-to-end experiences

across the entire customer lifecycle

A complete solution

Engage

Digital/Direct Human-assisted InteractionsHUMAN-EXPERIENCES

Customer data

platform

Orchestrate Marketing automation

Understand

Omni channel

Secure and

complyData storage and

governance

Dynamics 365 Customer Insights

Dynamics 365 Marketing

Build customer trust on a consent-enabled CDP

Map consent data to custom rules that are

actionable across business processes

Seamlessly integrate and harmonize consent

data centrally

Enable global consent guardrails in

segmentation to automatically filter profiles

based on customer’s consent and preferences

Integrate consent data with OOB ML models to

improve predictions (e.g., CLV and Churns)

SLIDE CONTAINS NDA INFORMATION

Powering Account Based Marketing workflows

Gain unified account profiles that show activities and insights

at an aggregated or individual level

Identify at-risk accounts with prebuilt,

customizable AI models for churn prediction

Reach the right contacts and accounts on LinkedIn Augment account data from 1st and 3rd party

enrichment sources.

SLIDE CONTAINS NDA INFORMATION

Drive personalization across unknown

and identified interactions

Help design the next best action Determine events captured to previously authenticated

users to build a holistic view of customer behavior

SLIDE CONTAINS ND INFORMATION

Breaking down data silos

No-cliff data sharing between Customer

Insights and Azure Synapse

Empower the organization to operate as one

Company with customer data at the center

Enable Real Time analytics

SLIDE CONTAINS NDA INFORMATION

Trigger a journey or steps within a journey

Call a flow from the journey canvas to connect with proprietary or external business systems

Leverage ecosystem of 400+ connectors, 100s of triggers, and 1000s of actions to deliver unique experiences

Enable anyone in your organization to automate legacy, on-premises, and cloud apps and services

Extend with Power AutomateLeverage the unmatched flexibility of the Microsoft Power Platform ecosystem

SLIDE CONTAINS NDA INFORMATION

Scale

10x100 million interactions per month using real-time marketing

SLIDE CONTAINS NDA INFORMATION

Real time events from web and mobile

D365 Marketing View Customer View

*Available in Real-time Marketing SLIDE CONTAINS NDA INFORMATION

The world’s best AI-enabled email editor

Create emails faster with

precise drag-and-drop, in-

context menu, and easy

select interactions

Personalize emails to include

lists of related data

Use AI-powered suggestions

to automatically generate

content for emails*

Optimize the performance of

emails in the new outbound

marketing email editor with

A/B testing

*Public Preview in Wave 2 2020

NOTE: view the slide in presentation mode to see the automatic image animation

SLIDE CONTAINS NDA INFORMATION

Oct 2021SMS messages using Twilio and TeleSign

Omnichannel service shared with

Dynamics 365 Customer Service

Quick and easy configuration

Purchase or reuse existing SMS

accounts with Twilio or TeleSign

Extensive market coverage

*Available in Real-time Marketing

Natural language to create targeted segments –

now Generally Available

Create segments for contacts and leads in the

new segmentation builder

Engage customers in the moments that matter

Engage: Ad Orchestration

Activate across any 1st or

3rd party marketing or

advertising touchpoint

directly through

Customer Insights

or orchestrate marketing

& advertising

activations through

Dynamics 365

Marketing

Orchestrate journeys

across all touchpoints

and all digital and human

channels with Dynamics

365 Marketing

Activate your customer

data with premium,

brand-safe

experiences through

Microsoft Search &

Audience Networks

Drive customer engagement and loyalty using all your customer touchpoints

SLIDE CONTAINS NDA INFORMATION

Engage: Seamless Commerce

Shared Asset Library & Fragments

Seamless E2E customer experience

Out of the box triggers for key

scenarios like abandoned cart

Unified analytics & goals

SLIDE CONTAINS NDA INFORMATION

MICROSOFT CONFIDENTIALWindows Store Operator BillingWindows Operator Billing

Create raving fansPersonalization

without limits

Engage in

new ways

Q&A

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