Skip to content
Okko Oulasvirta
Retail & Commerce

Customer 360 Action Workspace

Bring a customer's history across store, web and app into one view, and turn it into the right next contact — with consent respected.

The decision it supports

What does this customer's behaviour suggest is the right, permitted next step?

What changes

More relevant contact and fewer wasted or unwanted ones, with every action tied back to consent and a clear reason.

Data domains

  • Customers and loyalty
  • Orders and fulfilment
  • Products and range
  • Digital channels
  • Pricing and promotions

Interactive preview

Customer 360 Action Workspace is described here as an opportunity rather than shown as a working demonstration. The interactive build for this industry is Inventory Exception Manager — it uses the same primitives, the same governed data model and the same decision-to-action pattern this application would.

We build one flagship per industry properly rather than four shallow ones. The pattern transfers.

The workflow

  1. 01The customer is recognised consistently across store, web and app
  2. 02Their purchases, browsing and service history are drawn onto one timeline
  3. 03Consent and contact preferences are applied before anything is suggested
  4. 04Relevant next steps are proposed with the reason and the permission behind each
  5. 05A team member or campaign acts on the chosen step
  6. 06The action and its outcome are logged against the customer

Platform capabilities most relevant here

  • OneLake

    One governed copy of enterprise data that analytics, AI and applications can all build on.

  • Curated business entities

    Agree once what an order, an asset or a customer means — then reuse it everywhere.

  • Generated data APIs

    Let application teams consume governed data without rebuilding the data foundation.

  • AI functions

    Apply language models to business data as a normal part of a data pipeline.

  • Fabric Apps

    Build the application where the governed data already lives, instead of copying it out.

  • Application state

    Remember decisions, assignments and approvals — the things a report cannot hold.

  • Workspace and data governance

    Move quickly without losing control of who can see and change what.

Not every application needs every capability. This is the subset that this decision actually depends on.

Talk about building this