Microsoft Dynamics 365 Blog

Organizations across industries and around the world are seeking new ways to unlock their customer data to provide high-quality, connected customer experiences. Microsoft’s work to help enterprises, especially those in the retail, consumer brands, healthcare, manufacturing, and media and advertising industries to meet their customers’ expectations by delivering privacy-aware, consent enabled personalization has gained some recognition.

Microsoft is thrilled to be named a Leader in the IDC MarketScape for Worldwide Customer Data Platforms Focused on Front-Office Users 2021-2022 Vendor Assessment (doc # US47524621, December 2021). The IDC MarketScape is the first research by a major analyst firm evaluating customer data platform (CDP) vendors.


Source: “IDC MarketScape: Worldwide Customer Data Platforms Focused on Front-Office Users 2021–2022 Vendor Assessment”, By: Gerry Murray, David Wallace & Michelle Morgan, December 2021, IDC # US47524621

The report highlights customer data management, including 360-degree customer view, improving customer experience, and globalization as top capabilities within Dynamics 365 Customer Insights. Dynamics 365 Customer Insights helps customers unify all their B2C and B2B customer data to generate AI-powered insights in real-time, creating a single view of the customer. Interactive reports help marketers optimize their customers’ journeys, and AI-powered insights speed the prediction of customer needs.

Dynamics 365 Customer Insights elegantly supports both technical and non-technical users—be it through a visual UI/drag and drop interface for marketers or through advanced analytics for data scientists. The IDC MarketScape said to, “Consider Microsoft if you have significant investments in Microsoft’s Dynamics 365 applications such as marketing or sales or if you are looking for user-friendly AI/ML modeling capabilities that do not require marketers (and other LOB users) to be data scientists.” The report also noted, “Microsoft’s CDP segments are created through automated discovery powered by AI, API configuration, and visual UI/drag and drop interface for markets and through analytic/SQL queries for data scientists. Segments are updated based on a variety of factors such as streaming web session data, geolocation, and dynamic modeling and based on batch data updates.”

The IDC MarketScape noted, “Microsoft is strong in this important area for enterprise CDP buyers as the speed, scale, and response time for processing high volumes of customer data are an important enabler of personalization and customer experience.”

The IDC MarketScape also stated, “Microsoft has strengths in all aspects of globalization: number of languages supported in its CDP; number of countries with customers, sales, service, and support; and regional implementation partners.”

We invite you to read the IDC MarketScape for Worldwide Customer Data Platforms Focused on Front-Office Users 2021-2022 report excerpt for full details.

Find out how Microsoft customers are creating great brand and customer experiences with Dynamics 365 Customer Insights.

Campari Group raises the bar for customer experiences with a 360-degree customer view that enhances the personalization of its marketing, sales, and customer service efforts.

Chipotle served up personalized experiences to convert more guests into loyalty program members.

Walgreens Boots Alliance is unlocking insights that power more engaging, personalized customer experiences.

About the graphic:

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market.  The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the circles. Vendor year-over-year growth rate relative to the given market is indicated by a plus, neutral or minus next to the vendor name.

We're always looking for feedback and would like to hear from you. Please head to the Dynamics 365 Community to start a discussion, ask questions, and tell us what you think!