Microsoft Dynamics 365 Customer Insights - Journeys

Drive engagement across every touchpoint with the advanced marketing capabilities available within Dynamics 365 Customer Insights – Journeys.


What is Microsoft Dynamics 365 Customer Insights – Journeys?

In recent years, marketing strategies have had to adapt to a changing market; moving away from traditional methods, ‘one-size-fits-all’ communications and linear buying journey. Previously known as Dynamics 365 Marketing, Dynamics 365 Customer Insights – Journeys provides organisations with a comprehensive marketing solution focused on personalised approaches, instant interactions, digital touchpoints, and much more.

Features of Dynamics 365 Customer Insights – Journeys

Real-Time Marketing

Real-time marketing allows organisations to respond to customers’ actions in real-time, based on triggers, ensuring messages reach users at the right time in their journey.

  • Deliver one-to-one experiences by triggering journeys at critical moments. For example, when Dynamics fields are updated, such as marking an opportunity as inactive, or when a prospect interacts with your emails
  • Develop meaningful connections with your audience across email, SMS, push notifications, and even custom channels including WhatsApp
  • Encourage customer action by sending timely reminders and recurring messages until they complete a certain action

Artificial Intelligence / Copilot

Leverage Copilot to assist you with everyday tasks, such as:

  • Segmentation: Use Copilot to target the right audience and build segments, by simply describing what you want to create using normal language
  • Writing marketing emails: Use AI to edit and rewrite text, change the tone of voice, shorten and extend content, and more
  • Image selection: Choosing images to accompany your messages can be time-consuming. Use Copilot to choose images from your library without having to spend time searching for them
  • Create a journey: Simply describe in everyday words the customer journey you’d like to create, and Copilot will build the journey for you. For example, to build a journey based around an event, you could say “When a contact registers for a marketing event, send them reminder emails until they check into the event”

Personalised Communications

By leveraging your understanding of your audience from Dynamics 365 Customer Insights – Data, you can deliver personalised customer experiences and nurture your prospects in the best way possible.

  • Maximise engagement using highly personalised communications, without writing code
  • Use dynamic and conditional content to enhance personalisation
  • Easily tailor messages to reflect your recipient’s interests, demographic or geographic information by adding different images, buttons and links
  • Experiment and refine your messages using A/B testing to see what content truly resonates with customers
  • Use Copilot to help craft emails by describing what you need in simple language

Take a look at Customer Insights in action...

Build lead generation forms

With Dynamics 365 Customer Insights – Journeys, you can easily create and embed web forms to capture customer data from your landing pages.

  • Quickly create and publish forms that allow customers to create a call-back request, schedule a demo or sign up for newsletters on your website
  • Use intuitive drag-and-drop controls to add fields to your forms
  • Manage your audience’s preferences for marketing communications with built-in consent management

Event Management

Seamlessly manage any type of event – online, on-site, or hybrid using Dynamics 365 Customer Insights – Journeys.

  • Handle everything from the registrations and attendees, to speakers and sponsors, from a single system
  • Automatically send registration confirmation, payment info, event reminders or any other messages to participants
  • Promote your events to maximise attendance and send follow up messages to engage and nurture participants after the event
  • Integration with Microsoft Teams to host and manage online events

Measure your success

Evaluate the effectiveness of your marketing with built-in marketing dashboards and reports.

  • View milestone analytics for your KPIs such as; MQLs, SQLs, number of registrants, most effective marketing channel, etc.
  • Use this insight to understand what is performing well and what might need more attention
  • Gain insights into your audience’s behaviour and interests and tailor future marketing efforts to their needs

Hear from our customers...

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