Dynamics 365 Customer Insights What’s new for 2019 release wave 2 Dynamics 365 Customer Insights

Dynamics 365 Customer Insights Feature summary Gain a holistic view of customers Unlock insights & take action Adapt & extend the solution Support for B2C and B2B Data ingestion & standardization Profile unification Customer journey Data enrichment Profile search & discovery Segments Business measures Customer cards Power Platform connectors Rest APIs AI customization Flexible deployment models

Dynamics 365 Customer Insights Our goals October ‘19 release — key investment areas Power personalized engagement from all lines of business Empower every organization to unify and understand its customer data to derive insights that power personalized experiences and processes 1. Gain a holistic view Support for B2B business model Customer attribute predictions Data unification enhancements 2. Unlock insights and take action Quick segments Enhanced segment & measure wizard Enhanced customer cards 3. Adapt and extend the solution Extend and customize ML Enhanced connectors for Power Platform Flexible deployment options

12/18/2019 1:40 AM What’s new Quick segments Unlock insights faster with AI-driven recommendations for segments Guided experience for business goals Learn how to realize business goals by defining measures and dashboards Segment builder and measures wizard enhancements Gain additional flexibility with advanced capabilities to author your own queries and support for additional operators I’ll start by covering what’s GA in this and the next slide. Quick segments enable organizations to unlock insights faster with AI-driven recommendations. Now, business analysts can skip the learning curve and pick from a list of recommended segments generated by Customer Insights, in addition to creating their own segments. The solution automatically analyzes the unified customer profiles to come up with recommended segments, such as buyers in Seattle. The new guided experience walks business analysts and line of business users through an example of tracking and realizing business goals. They see an example that tracks churn using measures, identifies buyers who are likely to churn, launches a marketing campaign to win back at risk buyers, and ultimately, realization of the business goal of decreasing churn. The enhancements to the segment builder and measures wizard provide analysts with more flexibility. They can now author their own queries through code, instead of using the drop down fields in the UI. We are also providing support for more operators, such as between time stamp. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

12/18/2019 1:40 AM What’s new Customize ML Extend and customize ML using Azure Machine Learning Flexible deployment options Bring your own Azure data store for data ingestion and storage of unified data Data unification enhancements Improve accuracy of matching with advanced configuration capabilities to override system-generated matches, assign weighted scores for matching records, and normalize addresses Organizations can get up and running fast with a prebuilt CDP solution, but there will be a need to customize ML to address specific business needs. That’s where a prebuilt, yet flexible and fully extensible solution like Customer Insights comes in. Organizations have the ability to fully extend and customize ML, if they want, using Azure Machine Learning. This capability was previously in preview and is GA for this release. Another area where Customer Insights provides customers with flexibility is in deployment options. To address specific business needs, organizations can now bring their own Azure data store for data ingestion and storage as part of the initial deployment and configuration process. Since Customer Insights launched earlier this year, organizations across the world have successfully eliminated data silos and unified data with Customer Insights. With this release, we are delivering enhancements to further improve the accuracy of matching with advanced configuration capabilities to override system-generated matches, assign weighted scores for matching records, and normalize addresses. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

12/18/2019 1:40 AM What’s new Support for B2B* Unify data and gain insights for accounts in addition to contacts Guided experience to predict customer attributes* Reduce time spent building ML capabilities with help for creating predictions based on unified customer profiles Power Platform integration enhancements* Power even more business processes with enhanced connectors for Power BI, PowerApps, and Flow Customer card enhancements* Increase usability with enhancements like visual indicators for measures, lineage, and expandable timeline controls Let’s take a look at the capabilities in preview for this release. We are expanding Customer Insights to address B2B business models. We already provide support for B2C scenarios, but now organizations selling in a B2B environment can use Customer Insights to unify account data and gain insights about accounts/companies/organizations. We are introducing a guided experience to predict customer attributes. The solution analyzes the customer data and identifies missing attributes and offers to make predictions for the missing attributes. For example, using customer records where the customer owns an electric vehicle, the solution can make a prediction for customers where electric vehicles ownership is not known. We are delivering enhanced connectors for Power Platform, so organizations can easily use the insights generated by Customer Insights to power business processes and optimize engagement. The enhanced connectors enable faster and easier access to data from Power BI, make new entities, such as segments and measures, available in PowerApps, and enable proactive notifications for system updates such as data refresh success/failure. In this release, we are enhancing the customer card by adding visual indicators for measures, lineage, and expandable timeline controls, so that line of business users can more easily consume and act upon insights. * Preview © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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