Company: Microsoft Company background: Microsoft’s Power Platform combines Power Apps, Power BI, Power Automate and Power Virtual Agents into one robust business application platform, providing quick and easy app building and data insights. Each component is powerful alone, and even better together. They can be connected to each other, as well as to Office 365, Dynamics 365, Azure, and hundreds of other apps for building end-to-end business solutions. Each component has a support community on the Khoros platform, and together these “power communities” serve millions of users in over 100 countries, resulting in an improved customer experience and millions of dollars saved annually in support costs. Contact: Sandy Rivas Title: Senior Program Manager Related URLs: Microsoft Power BI Community https://community.powerbi.com/ Translated Spanish Power BI Forum (syndicated content is indicated by the cloud-and-arrow icon) https://community.powerbi.com/t5/Translated-Spanish-Desktop/bd-p/pbi_spanish_desktop Microsoft Power Apps Community https://powerusers.microsoft.com/t5/Power-Apps-Community/ct-p/PowerApps1 Microsoft Power Automate Community https://powerusers.microsoft.com/t5/Microsoft-Power-Automate/ct-p/MPACommunity Microsoft Virtual Agents Community: https://powerusers.microsoft.com/t5/Welcome-to-the-Community/ct-p/pva_welcome Kudos Category: All-Ways Connected 1. Tell us about your digital customer experience: When and why did digital customer experience become a focus and priority for your organization and what technology(ies) did you decide to implement to help you, and what problem(s) does it help solve? Microsoft has always made CX a top priority, and we wanted to better help customers understand how our products fit together and are “better together.” So we implemented a new technology called ICS (Intelligent Content Syndication) that integrates our Khoros communities and allows content to be intelligently, automatically & bi-directionally published to multiple platforms, in near-real time. 2. What are the benefits of having an integrated community and social media management platform for your organization? How does it improve your strategy for digital customer engagement? Subject matter experts (SMEs) and users from different communities are now connecting in ways that were previously not possible. Moreover, content that would have never been surfaced otherwise is now available where the users *choose* to be, not where the company believes they should be! The language barrier is also eliminated. ICS is equipped with a bi-directional, dynamic translation feature that automatically posts syndicated content in the target language. 3. What are your digital results? Please provide your business outcomes and results because of your digital customer experience approach in quantifiable metrics (e.g. revenue, Net Promoter Score, cost savings, brand reputation). Within 1st 30 days: ≤ 80% increased page views & 43% increase in visits; increased cross-selling & revenue growth; ≤ 30% higher reach on community posts (representing 120K incremental page views). On the Spanish board alone: thanks to the automated syndication & translation, active users leapt from 50 to 44,000 (!) and an incremental US$400K in deflected support call savings were realized within the 1 st 60 days. <Supporting visuals: > Demo video https://vimeo.com/440662016/e7b266ab04 PDF showing screenshots and metrics https://www.dropbox.com/s/u8mwibuk52jbfpl/MSFT-ICS-award-attachment_1.pdf?dl=0 ICS flyer https://www.italentdigital.com/assets/img/ics/ICSBrochure.pdf ICS white paper https://www.italentdigital.com/ICS-whitepaper.pdf Full Submission Document: https://aka.ms/KhorosKudosAwardSubmission
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Company: Microsoft Company background: Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Contact: Sandy Rivas Title: Program Manager Related URLs: Microsoft Power BI Community Microsoft Power BI Community Data Stories Gallery Microsoft Power BI Community Galleries Microsoft PowerApps Community Video Gallery Microsoft PowerApps Community "Community Apps" Gallery Microsoft Flow Community Video Gallery Lithy category: B2C Community Innovator 1. Describe the innovation(s) and how you settled on the decision to innovate (user request, Lithium suggestion, internal idea, etc.) Microsoft Power BI launched a new element called Galleries to its online community of over 900,000 members globally. Galleries was an idea born from a desire to optimize the value of the community and stimulate increased participation and engagement. Galleries are a dedicated area within the Power BI Community where members can showcase their accomplishments to each other, upvote and comment on each other’s work, and exchange ideas. They have been so successful, we have since replicated them in our other communities! 2. Tell us about how you made it happen Did you stage it first, who got an early look, how you drove adoption/use, and any iterations you had to make to get it right. Step one was creating the Data Stories Gallery, where members post examples of how they use Power BI to tell a story or display insights from their data. Each entry is open to upvotes and comments from other members. Each month, users are presented with a theme for Gallery entries, and the submitted stories are evaluated by the community staff or industry guest judges. The best data stories are highlighted, with one being selected as the “Story of the Month.” The best submissions are also featured on the Power BI blog, which drives additional traffic to the Gallery and boosts exposure for the contributor. Members are excited to show off their work and connect with other talented peers. Additionally, the Data Stories Gallery has become a great resource to power other forms of engagement – for example, turning selected reports into examples during a “Dashboard Makeover” webinar that turned out to be the most-attended session to date! Microsoft Power BI Data Stories Gallery Once the Data Stories Gallery launched successfully, the community team replicated its success across other new Galleries. Together, these Galleries provide users with the information they want, when they want it. This builds trust and motivates them to participate in the community, which in turn provides them with recognition and feedback that adds value and facilitates learning, creating a virtuous Demonstrate – Participate – Celebrate cycle. The strength of this model is that the learning and inspiration comes from what other users are doing, not what Microsoft does. Rather than one-to-many communication, Microsoft fosters an environment where peers can learn from each other, a key driver of community value. Microsoft Power BI Community Galleries The Galleries have been so successful, we have since replicated them just as successfully in other Microsoft communities. Here are a few examples: 3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. The launch of the Data Stories Gallery and the subsequent additional Galleries have been an enormous success for the Microsoft Power BI Community team in terms of driving monthly active users, building engagement, and creating a pipeline of quality content. Some metrics include: 650,000 active monthly community members 17,000 monthly forum posts and replies Over 700 submitted pieces of content 5 Galleries created to date with over 2.4M views Increase of 65% in the amount of quality content generated each month Galleries are consistently in the top 5 of all forums for customer traffic The Galleries in our other communities have been just as successful, with equal or better impact on those community numbers, as well.
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