Customer insight and campaign planning

Name: Customer insight and campaign planning
Start: 2024-05-06T08:00:00Z
End: 2024-05-06T09:38:00Z

Tor, Stian Lundquist from Microsoft and Jørgen from ProsessPilotene showed how customer data enables tailored campaigns.

Tor Kristoffersen

Contributor:Stian Lundquist

Held: May 6, 20242 min read

In briefShow moreTor opened with marketing trends toward 2028: more AI-generated content, declining trust in social media, hyper-personalised customer journeys and less organic search traffic.

Tor opened with marketing trends toward 2028: more AI-generated content, declining trust in social media, hyper-personalised customer journeys and less organic search traffic.
Stian Lundquist from Microsoft showed how Dynamics 365 Customer Insights unifies customer data from many sources into one profile, with AI-driven churn prediction and natural-language segmentation.
He demonstrated Copilot for content creation, micro-personalising newsletters, real-time triggered customer journeys, and channel optimisation based on how each recipient responds best.
Jørgen from ProsessPilotene gave a live demo of building emails with content blocks and setting up branching customer journeys based on segments and triggers.
The seminar was held at Microsoft Norway on 2 May 2024 and is relevant to marketing, sales and customer service leaders who want to use customer data more actively.

ProsessPilotene and Microsoft Norway held a breakfast seminar on 2 May 2024 about customer insight and marketing campaigns. Tor opened with marketing trends toward 2028: more AI-generated content, an expected decline in trust in social media following examples such as deepfake videos, expectations of hyper-personalised customer journeys, and how search engines' own AI-generated answers are gradually reducing organic traffic to companies' own websites.

Stian Lundquist, who has worked with Microsoft's Dynamics products for over 20 years, showed how Dynamics 365 Customer Insights unifies customer data from different systems into a single profile, even before a visitor is identified, and uses it for prediction models such as a churn score. He demonstrated how Copilot can generate draft text for newsletters, how content can be micro-personalised per recipient, and how customer journeys can be triggered in real time and sent through whichever channel each recipient responds to best.

Jørgen from ProsessPilotene, based at the company's Hamar office, went deeper with a live demonstration of the email editor and building branching customer journeys based on segments and triggers such as an abandoned cart. Stian closed by showing an upcoming version of Copilot where the interface itself suggests segments, content and optimisations based on a goal the user describes, rather than the marketer building the campaign from scratch.

The recording is an edited summary of the seminar and is relevant to marketing, sales and customer service leaders considering unifying customer data across systems for more relevant, personalised communication. The organisers invited attendees to no-obligation follow-up conversations afterwards, either remotely or in person, to explore their own use cases further.