Engaging with customers in today’s world is multifaceted, spanning everything from generating that initial spark of interest, to closing a sale and nurturing the relationship, to delivering exceptional ongoing service and support. Today, those experiences are often disconnected, and customer relationships are fragmented. On top of that, our expectations as customers have risen dramatically.
We expect that brands know enough about our preferences to provide high-quality interactions with us. We also prefer our experiences with a brand to be personalized and consistent across every touchpoint. However, this expectation is met with our own wariness about sharing personal information and fear that our data will be misused, or that we will be inundated with a barrage of advertisements, emails, and intrusive outreach. Yet, it is a balance, and most of us are receptive to content that is relevant to us at the right moment.
As we’ve worked with large enterprise customers around the world, their marketing leaders consistently stress that to meet today’s customer expectations and deliver privacy-aware, consent-enabled personalization, they need insights from multiple, diverse data sources—something they struggle with because data about their customers is often locked in silos.
This is why we are introducing the Microsoft Customer Experience Platform, a customer engagement solution that gives you control of your customer data to deliver connected experiences. With full ownership of your data, you can connect directly to your customers—on your own terms. Rich out-of-the-box AI and insights enable you to better predict customer intent, accelerate your time to market, and deliver the right content on the right channel at the right moment. And, with AI-orchestrated journeys, you can engage your customers in powerful new ways, delivering connected experiences across every customer touchpoint.
Own your customer relationships
As the industry faces the imminent deprecation of third-party cookies and the continued fragmentation of digital identities, having a strong customer data platform is essential. Marketers need to build holistic customer profiles and protect them with robust privacy and security controls—all in real time. With Microsoft Customer Experience Platform, you can power customer data unification and understanding, enrich customer data with privacy-friendly insights from multiple sources, and ensure compliance, all while honoring your customer’s consent.
Data privacy and security, especially in the pharmaceutical industry, is top of mind for companies and customers alike. This is the reason Walgreens and Boots Alliance, Inc. chose Microsoft to gain a unified, 360-degree view of their customers and deliver a world-class digital experience. Using Microsoft Dynamics 365 Customer Insights, Walgreens and Boots Alliance, Inc. is now able to deliver more engaging and tailored healthcare and shopping experiences, while protecting the privacy choices of patients and customers.
Create raving fans
Driving down customer acquisition costs and increasing lifetime value is a top priority for every business. And today’s marketers need granular data, scalable technology, and sophisticated analytics to achieve these goals. AI makes it easier to identify trends and insights to reveal new opportunities, but the average campaign led by data sciences can take months to execute, with a large portion of this time spent collecting data, cleaning it up, and running predictive models.
The Microsoft Customer Experience Platform helps you understand the intent, journeys, and behavior of customers on your web and mobile properties to optimize funnels and trigger personal experiences. With Microsoft, marketers have access to powerful out-of-the-box AI and pre-built models to predict key customer attributes like lifetime value, churn, lookalike, and interests, all designed to accelerate your time to market and deliver results.
Chipotle serves millions of customers a year and wanted to gain a deeper understanding of individual customer preferences and how they change over time. They needed to put multiple sources of customer data to work for them, including a loyalty program with more than 17 million members, point-of-sale data, a customer care center, and digital platforms. To accomplish this, Chipotle needed a comprehensive customer data platform to drive business insights and improve their return on marketing efforts. Today, Chipotle can gather and analyze longitudinal data in a more effective way to track key performance indicators such as repeat visitors, customer lifetime value, and customer sentiment. With greater insight into customer behaviors and marketing analytics, Chipotle can now directly target customers with messages that appeal to them—at times when they’ll be most receptive.
Engage in new ways
Customers today want real connections with brands that go beyond simple personalization. They want high-quality experiences that improve the way they live and work. To maximize reach and ROI, marketers must think beyond a linear customer journey and connect experiences across marketing, commerce, sales, and service. This requires precise use of customer data, integration into line-of-business applications, and seamless activation across a growing number of customer touchpoints.
The Microsoft Customer Experience Platform provides AI-orchestrated journeys so you can acquire and retain high-value prospects based on their interactions across advertising, email, mobile, social media, custom channels, and in-person touchpoints. With the integration between Dynamics 365 Customer Insights and Microsoft Advertising, you can easily activate your audience segments, expand your target lists with lookalike audiences and auto-generated remarketing. You can distribute these segments into Microsoft Advertising and other ad platforms without barriers, further extending your reach by meeting customers where they are.
Leatherman, the originator and category leader in high-quality multi-tools, pocket tools, and knives, sought a solution to meet their growing D2C (Direct to Consumer) communication needs. Leatherman leveraged customer journey orchestration to curate a more personalized customer journey and to create user experience continuity with their online store. The team was able to create a multi-touchpoint journey which allowed them to engage their customers across their commerce and marketing solutions using real-time custom events. This journey was executed every time a customer signed up or started to check out on their website. This allowed Leatherman to seamlessly activate new customers and to create opportunities for continued engagement along the way.
When decision journeys bring customers to your retail website, Microsoft PromoteIQ helps you monetize that interest. This was the goal when the world’s largest home improvement retailer, Home Depot, partnered with PromoteIQ to enrich customer engagement on its e-commerce site in the U.S. Managing and scaling these vendor-funded digital marketing efforts generated incremental revenue for Home Depot while also giving Home Depot’s vendor partners enhanced marketing controls to drive better conversion, increase visibility and learn from real-time performance insights.
Tap into a rich ecosystem of partners and digital agencies
Microsoft is excited to be working with a growing list of digital agencies to help organizations more efficiently unlock their data, predict customer intent, and deliver impactful end-to-end journeys.
“We are excited about the Microsoft Customer Experience Platform and how Microsoft continues to invest in this space. It has never been more important to have the right capabilities to unlock data to more effectively engage customers, to predict customer intent in the moment, and to deliver connected end-to-end experiences across the entire customer lifecycle.”—David Mitchell, CTO, VMLY&R.
“The advantages of digital transformation go well beyond a simple cost-benefit analysis. The announcement today of the Microsoft Customer Experience Platform gives businesses an end-to-end platform that encompasses transformation across infrastructure, data, and artificial intelligence to create real-time predictive customer experiences that create deeper understanding to deliver the right experience and brand behaviors and preferences clients want.”—Adam Good, Executive Director, Marketing Technology WPP Australia and New Zealand.
“Over the next few years, we’ll see the impact of the changes we’ve been through. We’re invested in experience because as we move to cloud, we’ll have data to make those experiences equitable, personalized, sustainable, & simple. Microsoft’s CX Platform helps pull it all together to make what’s next.”—José Reyes, PwC Partner, Chief Creative Officer and Experience Center Leader.
Learn how to create tailored, delightful customer journeys with Microsoft Customer Experience Platform that safely leverage and protect your customer data while inspiring trust and loyalty. We help you get the most out of your data by connecting with customers on your own terms, applying rich AI capabilities to glean the best insights, and engaging in powerful ways across the customer journey.
All of this is made possible with the combined power of products like Microsoft Advertising, Dynamics 365 Customer Insights, Dynamics 365 Marketing, Dynamics 365 Commerce, Microsoft Promote IQ, Microsoft Clarity, Microsoft Azure Synapse Analytics, and Microsoft Azure Purview. Find out more at Microsoft Customer Experience Platform and Microsoft Ignite breakout webinar.
Facebook: Recognizing Global Accessibility Awareness Day
As an avid outdoor enthusiast and firefighter, Carly P. has always loved being active. After a life-changing injury paralyzed her from the waist down, she felt lost. Carly recaptured her passion for being outside and found a community of people like her through the nonprofit organization Catalyst Sports. Now, she uses Catalyst Sports’ Facebook page…
As an avid outdoor enthusiast and firefighter, Carly P. has always loved being active. After a life-changing injury paralyzed her from the waist down, she felt lost. Carly recaptured her passion for being outside and found a community of people like her through the nonprofit organization Catalyst Sports. Now, she uses Catalyst Sports’ Facebook page to spread awareness and share local recreational opportunities for people with physical disabilities.
In addition to providing community to people with disabilities, we’re also working to make the digital world more accessible.
We will demonstrate our latest accessibility features today at our annual Accessibility Summit. Join us at 10:00AM PT for this livestream on the Meta Accessibility Facebook Page. In addition to product demos and updates, we will host an interview with Molly Burke, a digital creator and blind advocate.
Through a video series on the Meta Accessibility Facebook Page, we’re highlighting how people with disabilities connect and build communities through our technologies, much like Carly. We’ve created both the captioned and audio described versions of these stories.
Today, we’re recapping advances we’ve made over the past year to make our technologies more inclusive.
- Audio Accessibility
- Audio balance: This option enables you to adjust the balance of the left and right audio channels for comfort, and to better match your ability to hear in each ear.
- Mono Audio enables you to hear the same audio from both the left and right speakers on your headset.
- You’ll find both features under the Accessibility tab in your headset’s Settings menu.
- Adjust Height
- This feature allows you to experience VR from a “standing” vantage point even while reclining or seated. This can improve the VR experience for people who use wheelchairs, have limited mobility or are unable to use the Quest headset while standing.
- We first introduced this as an experimental feature (called Raise View) last June and have now made it permanent after receiving positive feedback from the disability community.
- You can find this feature in the Accessibility tab in Quest’s Settings menu.
- Video relay service (VRS)
- In December, we began supporting video relay service (VRS) applications on Portal for people who use American Sign Language (ASL), through a collaboration with ZP Better Together.
- Through the ZP apps on Portal and human interpreters, people who use American Sign Language can now easily communicate in both English and Spanish.
- Portal’s unique AI-powered camera always keeps you in frame and in focus, even when you’re moving, so your face and hands can always be seen.
- We’ve also added customizable closed captions for streamed content on TV and Touch, as well as added support for live captions into integrated work productivity apps Zoom and Workplace Live.
- Auto-generated captions for Feed videos
- In March, we introduced auto-generated captions for Feed videos on iOS and Android in English, Spanish, Portuguese, French, Arabic, Vietnamese, Italian, German, Turkish, Russian, Thai, Tagalog, Urdu, Malay, Hindi and Japanese to start.
- More importantly, captions are automatically turned on by default when a creator uploads a video to their Feed. Over 140 million videos were created with auto-generated captions in the last 30 days.
- Creators retain the ability to turn captions off when they choose and viewers can turn captions on or off using on-screen controls.
Stickers on Facebook and Messenger
- We added alt text descriptions to the more than 10,000 stickers available on Facebook and Messenger, making it possible for people who are blind and visually impaired to understand and use them.
- Earlier this year, we introduced the ability to have your same avatar across Facebook, Instagram, Messenger and Quest.
- There are also new avatar options, including over-the-ear hearing aids and cochlear implants in addition to more face shapes, skin tones, expressions, and stickers.
- Wheelchairs are now available as stickers on Facebook, Instagram and Messenger so your avatar can better represent who you are or who you want to be.
- In April, Lexical was released into open source to allow the rest of the world to benefit from these improvements.
- With this new framework, people can express their ideas in text via dictation, and readers can experience character-by-character navigation — a feature previously unavailable in similar editors.
Reality Labs Research
- We’re exploring how improvements in audio quality can enable more realistic presence and perceptual superpowers in augmented and virtual reality— technological advancements that can also help us hear better in noisy environments.
- Our team of hearing scientists is also exploring how to reencode sound and present it through closed captioning.
- While this is still early research, we are excited to learn more about how emerging audio technologies can improve the lives of people with hearing loss.
Facebook: Announcing New Products to Make Business Messaging Easier
The way people and businesses communicate is changing. One billion people message with a business each week on WhatsApp, Messenger and Instagram Direct — whether it’s DMing brands, browsing product catalogs, asking for support, or interacting with stories. This consumer behavior is accelerating and it’s changing how business gets done. Today at Conversations, our inaugural…
The way people and businesses communicate is changing. One billion people message with a business each week on WhatsApp, Messenger and Instagram Direct — whether it’s DMing brands, browsing product catalogs, asking for support, or interacting with stories. This consumer behavior is accelerating and it’s changing how business gets done. Today at Conversations, our inaugural business messaging event, we discussed how messaging is transforming interactions between people and businesses, and announced new products to make conversations easier.
Introducing Cloud-based API on the WhatsApp Business Platform
Today, Mark Zuckerberg announced we’re opening up the new, cloud-based version of the WhatsApp Business Platform, hosted by Meta, to any business across the world. With this new API, we’re offering free, secure cloud hosting services so businesses and developers can easily access our service within minutes, build directly on top of WhatsApp to customize their experience and increase their response time for their customers. So now, whether a business wants to work with one of our 100+ partners or access our service directly, it will be much faster to get up and running on WhatsApp.
When growing a business, you need smart, robust and easy-to-use conversation tools. For smaller businesses using the WhatsApp Business app, we’re building tools so it’s easier to handle an influx of chats as they grow their customer base.
Launching Recurring Notifications on Messenger
Today we’re announcing a new way for businesses to keep the conversation going with Recurring Notifications. As businesses acquire new customers and begin to scale operations, there’s incredible opportunity to build loyalty and trust — and we believe this is where the value of messaging really shines. This new capability makes it easy to re-engage people right in the messaging thread and deliver tailored messaging at the best time for customers, whether to hear about special promotions, new product drops or tips and tricks.
You can choose the topics you’d like to let people opt-in to, how often customers can hear from you and shape your content, so your messages are always on-brand and relevant. Recurring notifications will also be available for businesses on Instagram this fall.
We also highlighted our click-to-message ads to help customers immediately start conversations with businesses, our CRM platform Kustomer and Meta Business Suite for higher volumes of messages across Facebook, Messenger and Instagram. Read more about our product investments in business messaging on our Meta for Developers blog.
Facebook: Introducing New Members of the Oversight Board
Today, Meta welcomes the newest members of the Oversight Board who have just been appointed — Paolo Carozza, Khaled Mansour, and Pamela San Martin. Per the Oversight Board Bylaws, we worked together with the board to identify and select these members over the last few months. Over the next few months we will continue to…
Today, Meta welcomes the newest members of the Oversight Board who have just been appointed — Paolo Carozza, Khaled Mansour, and Pamela San Martin.
Per the Oversight Board Bylaws, we worked together with the board to identify and select these members over the last few months. Over the next few months we will continue to support and work with the board to select additional members. The new members reflect a wide range of views and experiences, and will bring a variety of perspectives to the board’s existing expertise.
The Oversight Board represents a unique model for social media governance. From its inception, we knew its impact would come not just from its decisions on individual cases, but also from broader recommendations on how we can improve our policies and processes. In the time since they began hearing cases and issuing decisions and recommendations, they’ve been playing a bigger role in setting precedent and direction for our content policies and how we enforce them. We look forward to welcoming the new board members into this process.
We will update this Newsroom Post as additional members are appointed. We are grateful to all board members for lending their expertise to our content moderation efforts.
Enjoy a warm cup of trends for International Tea Day
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