Fusion360 FAQs

Fusion360 - frequently asked questions 1. What is Fusion360? Fusion360 is an AI-powered Customer Context Platform that brings together customer data from multiple systems to create a unified customer profile. It enables customer intelligence, segmentation, predictive analytics, dashboards and activation across marketing and customer-engagement channels. 2. Does Fusion360 replace our existing CRM or marketing platform? No. Fusion360 is designed to complement existing CRM, marketing, service and engagement platforms. It unifies customer data and generates actionable intelligence, while the connected platforms continue to manage sales, service, campaigns and customer interactions. 3. Does Fusion360 provide custom dashboards? Yes. Fusion360 supports custom, role-based dashboards tailored to specific business teams and KPIs. Dashboards can be developed for marketing, sales, customer service, business leadership and operations, covering customer behaviour, segments, campaigns, revenue, product affinity, churn and other business metrics. 4. What types of data sources can Fusion360 connect with? Fusion360 can integrate customer data from sources such as CRM, ERP, POS, e-commerce platforms, mobile applications, websites, loyalty systems, campaign platforms, data warehouses, data lakes, databases, APIs and flat files. Custom connectors can also be developed where required. 5. Does Fusion360 support zero-copy data access? Yes, Fusion360 can support zero-copy or federated data-access patterns for compatible data platforms and deployment architectures. This allows customer data to be queried or used without creating unnecessary physical copies. Availability depends on the source platform, connector capabilities, security requirements and agreed architecture. 6. Can Fusion360 integrate with Power BI, Tableau or other BI tools? Yes. Curated datasets and customer insights from Fusion360 can be made available to Power BI, Tableau and other compatible BI platforms through databases, APIs, files or supported data-access mechanisms. 7. Does Fusion360 provide a Single View of Customer? Yes. Fusion360 consolidates transactional, demographic, behavioural, engagement, service and digital data to create a unified Single View of Customer, or SVOC. The profile can include customer attributes, purchases, interactions, preferences, scores, segments and campaign history. 8. How does Fusion360 identify the same customer across different systems? Fusion360 uses configurable Identity Resolution rules to match customer records across systems. Matching can be based on identifiers such as mobile number, email address, customer ID, loyalty ID or other business-specific identifiers. Deterministic and, where required, probabilistic matching approaches can be configured. 9. Can Identity Resolution rules be customised? Yes. Identity Resolution rules, identifier priorities, match conditions and survivorship rules can be configured based on the customer's data quality and business requirements. For example, a business may prioritise mobile number over email, or use different matching logic for different brands. 10. Can business users create their own customer segments? Yes. Authorised users can create segments using customer attributes, transaction history, engagement behaviour, calculated metrics, model scores and business rules. Examples include high-value customers, dormant customers, customers with a specific product affinity or customers likely to purchase. 11. Does Fusion360 support real-time segmentation? Fusion360 supports both batch and near-real-time segmentation. The achievable refresh frequency depends on the source-system integration, data-processing design, volume and activation-channel requirements. Selected use cases can be designed for real-time or event-driven processing. 12. Does Fusion360 provide predictive analytics and machine learning? Yes. Fusion360 supports predictive models and customer scores such as churn or dormancy prediction, purchase propensity, Customer Lifetime Value, lead scoring, product affinity, Next Best Offer and Next Best Action. Models can be developed according to the available data and business objective. 13. Can customers use their own machine-learning models? Yes. Models developed in Python, data science platforms or the customer's existing ML environment can be integrated with Fusion360. The resulting predictions and scores can be added to customer profiles and used for segmentation, dashboards and activation. 14. Does Fusion360 support generative AI? Yes. Generative AI can be incorporated for use cases such as personalised message creation, campaign content variants, customer summaries, segment descriptions and marketer recommendations. Appropriate approval workflows, data-security controls and brand guardrails should be applied. 15. Can Fusion360 recommend the next best product or action? Yes. Fusion360 can combine customer profiles, transactions, engagement history, affinities and predictive scores to recommend the Next Best Product, Next Best Offer or Next Best Action for a customer or segment. 16. Can Fusion360 activate audiences across marketing channels? Yes. Audiences and customer attributes can be activated to compatible email, SMS, WhatsApp, push-notification, advertising, CRM and marketing-automation platforms. Activation can be performed through standard connectors, APIs, secure files or custom integrations. 17. Can Fusion360 track campaign performance and attribution? Yes. Fusion360 can connect campaign exposure and engagement with subsequent customer behaviour, enquiries and transactions. It can measure metrics such as delivery, engagement, conversion, reactivation, cross-sell, purchase acceleration and incremental revenue, subject to the availability and quality of campaign and transaction data. 18. How does Fusion360 manage customer consent and privacy? Fusion360 can consolidate consent, communication preferences and suppression indicators from connected systems. These attributes can be used during segmentation and activation to exclude customers who have opted out. The exact governance model is configured according to the organisation's policies and applicable privacy regulations. 19. Is customer data secure in Fusion360? Fusion360 can be deployed with enterprise security controls such as encryption, role-based access, authentication, audit logging, environment separation and controlled data access. The final security architecture depends on the deployment model, infrastructure and customer security policies. Fusion360 - a Customer Context Platform. Capability availability depends on the agreed data sources, architecture and security requirements.