This week, Microsoft released a number of new CX tools, including the Customer Experience Platform, voice and SMS integrations, and more.
The CX Platform exists as a series of integrations between the company’s Dynamics 365 Marketing and its Customer Insights platform, which focuses on customer data. Tony White, founder of Ars Logica, said that: “The customer experience platform is only a term, it’s not on a product list anywhere. It’s only a description of those two components together, so those things are, collectively, the ‘customer experience platform.’”
Microsoft has noted the link between their two components and how they are used, opening up a new form of revenue and improving their customer experience within the same action.
The customer data platform (CDP) that is Customer Insights now contains a consent management feature in preview, using Azure Preview data governance services. Microsoft commented that with this, CDP users will be able to manage customer-driven consent policies for data sharing across both known aliases and pseudonyms, in order to further protect data as mandated by privacy laws.
Further features of the Customer Experience Platform include AI-orchestrated journeys, pre-built models of the customer attributes and interests, and the ability to simulate multi-touchpoint journeys within a single file. Microsoft’s new “platform” is designed “for marketers to be able to generate a connected customer experience and meet rising customer expectations” according to Rik van der Kooi, CVP of Advertising at Microsoft. According to him, the Microsoft Customer Experience Platform is: “a customer engagement solution that gives you control of your customer data to deliver connected experiences.”