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Important
This content is archived and is not being updated. For the latest documentation, go to the Microsoft Dynamics 365 documentation. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Apr 1, 2021 |
Nov 1, 2021 |
Business value
In the current banking world, bank agents provide services to many customers. They must communicate, advise, and provide information based on a deep understanding of the customer’s financial strength through holdings, assets, and liabilities, including the customer’s actions, life moments, and an overview of their personal and business relationships with other people connected to the bank.
This information about the customer is stored in the bank across multiple separate modules: sales, services, marketing, and operational systems, so for the bank agent to access all this information, the bank agent must search several systems, with data that is often incomplete, inaccurate, and isolated.
Customer intelligence provides a quick and easy view of customer's churn risk level.
Feature details
Customer intelligence unifies important, relevant, and accurate customer information across multiple sources through Dynamics 365 Customer Insights. This empowers the agent to engage with customers with relevant insights that combine demographic information, financial measures, and attitudes to form financial segments and AI models, altogether helping to quickly understand the customer.
In addition, customer intelligence offers the agent a view of important indicators regarding the relationship between the bank and the customer while also informing any proactive outreach from the bank. Insights can help to anticipate certain behaviors based on customers who are similar in engagement or financial situation. Deeper understanding can reduce unnecessary friction and replicate best practices through data-driven insights that help to optimize the customer journey with the bank.