Customer Data and Experience Platforms: Microsoft’s Strategy

• A Customer Experience Platform and Customer Data Platform can help an organization collect valuable customer data, coordinate work across customer contact points, and analyze customer data for decision making.
• Microsoft does not have specific CXP and CDP products. Its strategy revolves around Dynamics 365 services integrated with other cloud services.
   

Microsoft is promoting combinations of its products as a Customer Data Platform (CDP) and Customer Experience Platform (CXP) to align with industry terminology. Specifically, Microsoft is trying to integrate Dynamics 365 services with Azure, Power Platform, and other cloud service families to form its CDP and CXP.

Introduction to Customer Data and Experience Platforms

In industry parlance, a CDP refers to one or more (usually a collection of) data sources that enable an organization to build so-called 360-degree views of its customers, that is, data that tracks the interactions of a given customer across all channels and business units—for example, sales, customer service, social media, and commerce. Such views help the organization predict what product any customer is likely to purchase next (next logical product [NLP]), churn (customers leaving an organization’s product or service) likelihood, and so on.