Unified customer profile
View a 360-degree perspective of the customer in a clear and intuitive way. See the most relevant information across multiple business lines, consolidated into a unified dashboard that offers an accurate, consistent, and cohesive source of truth about the customer. Leverage the information to provide personalized experiences, reveal important opportunities, prevent potential loss, or churn, and improve customer satisfaction.
Unified customer profile includes the following tabs:
- Summary: View an at-a-glance summary of the customer, their personal details, life moments, financial holdings, and credit and debit cards.
- Connections: View the groups that the customer is a part of, understanding the overall financial strength for each group (such as household). Create group records, associate customer records with groups, and update general information and financial holdings relevant to the group. Easily capture relationships between contacts based on an expandable option set.
- Financial holdings: View detailed information about all the financial holdings associated with the customer.
Summary tab
To showcase the most relevant information, highlight important things to note, and provide a comprehensive view of the customer, Unified customer profile provides the following areas on the Summary tab:
- Customer snapshot
- Segments and churn prediction tiles
- Life events
- Financial holdings
- Cards
- Main household
Customer snapshot
The snapshot of the customer shows personal information (for example, name, demographics, and branch information), financial information (financial measures, regular income), and the preferred channel of communication.
See further guidance on how to configure customer snapshot.
Segments and churn prediction tiles
You can use customer intelligence-driven information like churn score and segments that are available in Dynamics 365 Customer Insights. If Customer Insights is deployed, these tiles are going to be added to Customer summary view.
More information: Churn prediction and Segments.
Life events
The Life events area provides insight into the customer and their family’s past and future life milestones. This area can help identify upcoming opportunities, devise personalized offers, and provide a consistent engagement experience.
Each category in the Life events area, such as Marital Status, can include multiple life event entries.
To create a new category:
- Select Add new event.
To edit a life event entry or add a new life event entry to an existing category:
Select the life event category. For example, select Marital Status.
Do one of the following:
Select Add new event to add a new entry to the category. Complete the fields and select the Add new event button.
Select the edit icon to update existing details of a life event entry. Update the fields and select Save.
Note
You can also add an event date through the calendar. You can capture it quickly by adding a present or future period relative to today (for example, capturing a statement such as "4 years ago").
The Life events area also offers talking point indicators. A red dot in the corner of a life event category icon indicates that an event is coming up or has just passed. For example, the customer’s birthday would be flagged.
A glimmer in the corner of a life type label indicates a new item, or newly edited or added information in the existing item.
See further guidance on how to configure Life events.
Financial holdings
The Financial holdings area on the Summary tab provides an at-a-glance view of the customer’s relationship with the bank, showing wallet share, assets and liabilities, and other aspects of the customer's holdings with the bank.
The Overview tab in the Financial holdings area provides high-level information on the customer’s financial holdings. The default selection is an overview of the customer’s assets and liabilities, including relevant alert indicators on the right of the area. Hover over an indicator to view the indicator message. The other tabs offer a summary view of other financial holdings, such as accounts, investments, loans, credit lines, and long-term savings.
See further guidance on how to configure Financial holdings.
Cards
The Cards area shows the credit and debit cards held by the customer. It can be enriched with insights such as alerts on expiring cards and cards pending activation.
You can also view information on cards on the Financial holdings tab, in the Credit Lines or Accounts section. There, you can view the credit cards associated with the specific credit line or debit cards associated with an account.
Note
Statuses for cards are Not activated, Active, Expires soon, Expired, Card stolen, and Card lost. The Active, Expires soon, and Expired statuses can either be directly assigned to each card by the financial institution or calculated. For example, Expires soon can be triggered 60 days before the expiration date, and after the expiration date the status changes to Expired. Card stolen and Card lost statuses are set by the organization.
Main household
On the Summary tab, you can see an overview of the customer’s main household, showing total income, total assets, and total liabilities. Aggregations of financial holdings are made in the default currency of the system for each financial holding. Financial holdings are shown in the assets or liabilities sections based on the accounting classification of each financial holding’s balance. For example, an overdrawn account would be shown as a customer’s liability.
Connections tab
The Connections tab provides a comprehensive view of all the groups the customer is a part of, including additional households and other groups, as well as their relationships to other customers.
On the Connections tab, you can view the following information:
Customer groups: Information about all the groups the customer is a part of. The customer’s main household is selected by default. Other group members, as well as the customer's role in the group, are visible.
Selected customer group: Information about the selected customer group. The information shows address (which is derived from the group’s primary member’s address), total income, total assets, total liabilities (converted to the system’s default currency), as well as the shared financial holdings of that group.
Relationships: Information about relationships between a customer and other contacts, which covers family and professional relationships.
Customer groups
Select the expand arrow of a group to widen the view and show the members of the group, their roles, and the number of financial holdings associated with the group.
To edit a group's information, select the edit button in the lower-right corner. You can edit the following group information:
- Update group member roles
- Add or remove group members
- Add or remove financial holdings associated with the group
Note
Because groups are used to capture financial strength, you must associate at least one financial holding with a group.You can select only one group for a customer as the main group.
Selected customer group
This is a detailed information view of the selected group, and includes:
- Number of group members
- Number of financial holdings
- Total income
- Assets and liabilities of the group
- A detailed view of all the financial holdings associated with the group
To change group details such as the title, main household status, group members, or associated financial holdings, select the edit icon near the group name or near the list of Group financial holdings.
Relationships
The Relationships section allows you to capture, view, and manage significant relationships between customers or other contacts.
Relationships can be of several different types arising from different kinds of associations, such as:
- Family: parent, child, sibling, extended family
- Professional: lawyer, accountant
- Financial: power of attorney
The list of possible relationship types between two contacts is configurable by an administrator.
To add a relationship to a customer, select Add relationship, and then define the relevant relationship to another customer.
To remove or edit a relationship, hover over a specific relationship to the customer. An icon appears that allows you to perform the required action. Editing allows you to change the contact with whom a relationship exists or the relationship type.
The relationship denotes the relationship between the customer in focus and other customers that appear in the list. In this example, Corey Gray is an accounting client of Amber Rodriguez.
Financial holdings tab
The Financial holdings tab expands on the information presented in the Financial holdings area of the Summary tab. This tab shows the following information:
- Financial holding name
- Category
- Type
- Value
- Instruments
- Alerts for cases, such as savings or loans nearing the maturity date
Selecting a financial holding, like a saving account, shows detailed information about that specific holding.
On the Financial holdings tab, the customer’s information is shown both for holdings that they own and other holdings that are associated with them (for example, if a customer is a beneficiary but not the owner of a particular financial holding).
Currency treatment
Customers in financial services organizations might have financial relationships with the bank (financial holdings and financial instruments) in the default currency of the organization, as well as in other currencies.
Unified customer profile allows sophisticated treatment of multi-currency holdings. For each financial holding, a different currency may be passed from the bank's core systems. The total balance of a financial holding (if different than the default currency of the system) is shown both in the original currency of the holding and converted to the default currency of the system. The conversion is based on the financial holding’s exchange rate terms and conditions. Currency presentation follows the ISO 4217 standard.
In this example, the sample account is in euros, whereas the default currency of the system is US dollars. For the total balance, the converted amount is shown.
Where assets or liabilities are summed up (in the Summary view of financial holdings, Groups financial holdings, and in total customer assets and liabilities), the sum is calculated based on the value of each holding in the default currency of the organization.
Note
Both the original and converted financial holding values are passed from the bank's core systems, rather than being converted within Unified customer profile.
Customer intelligence
Customer intelligence unifies important, relevant, and accurate customer information across multiple sources through Dynamics 365 Customer Insights.
Engage with customers with relevant insights that combine compliant demographic information, financial measures, and attitudes to form financial segments and AI models, helping to quickly understand the customer. View important indicators regarding the relationship between the bank and customer.
Customer intelligence includes the results of the retail banking churn model.
Retail banking customer churn model
Microsoft Cloud for Financial Services comes bundled with a pre-built Microsoft AI churn model as part of Customer intelligence. The customer churn model provides insight about a customer’s likelihood of leaving the bank or becoming dormant. To enable this feature, a model must be defined and trained within the Dynamics 365 Customer Insights portal.
The customer churn model is tailored to predict the likelihood of churn in the scope of retail banking. Each model is trained based on the bank’s data, creating a unique churn model for each bank. After training, the churn scores of the customers will appear on the customer profile pages. Churn risk levels presented within the churn risk tile (high, medium, low) are based on the model score and ranges can be customized by the administrator.
The churn risk score is provided with an explainability element as part of the AI model. To view the explainability details for the churn level, select the information icon next to the displayed churn risk level. The explainability element gives details about the churn score and three factors that most influence the determination of churn risk levels. Those factors that are contributing to a customer’s churn risk are marked with an upward-pointing red arrow. Factors that are mitigating the risk are marked with a downward-pointing green arrow.
More information: Retail banking churn prediction
Retail banking segments
Microsoft Cloud for Financial Services comes bundled with pre-built Segments as part of Customer intelligence. Segments presented in the segments tile in Customer summary view can be customized by the administrator (including additional Segments in Dynamics 365 Customer Insights).
More information: Segments
Deploy with sample data
When deploying Unified customer profile through Microsoft Cloud Solution Center, you can choose to install sample data along with the solution (see screen image below). Once you select the checkbox, the solution will deploy with sample data. If you choose to leave the checkbox cleared, the solution will deploy without sample data.
Microsoft Cloud Solution Center doesn’t have the ability to remove sample data. You can remove sample data in the app.
Compliance
See this article: Compliance in Microsoft Cloud for Financial Services
See also
Licensing Support Deploy Microsoft Cloud for Financial Services solutions powered by Dynamics 365 What is Microsoft Cloud for Financial Services?