Microsoft Dynamics 365 Customer Insights – Journeys

Customer Insights – Journeys empowers marketers to personalise message content and timing through various features, including dynamic content blocks and event-based triggers.

With dynamic content, marketers can insert personalised values into each message, tailoring it to the recipient’s preferences and attributes. For example, text and images can be adjusted based on customer attributes and actions, making each message relevant and engaging.

Event-based triggers allow these personalised messages to be sent at the right time when a specific action occurs. This could be cart abandonment, clicking an email, or visiting a tracked web page. By combining dynamic content with real-time triggers, Customer Insights – Journeys helps create highly personalised customer experiences that prompt engagement and drive results.

Customer Insights – Journeys use artificial intelligence in numerous ways to enhance marketing productivity. Built-in Copilot features enable marketers to apply natural language to streamline repetitive tasks like creating journeys, building segments and generating campaign content. Copilot simplifies these processes by providing AI-powered drafts and recommendations. For example, marketers can describe their target audience, and Copilot will suggest segment rules.

Additionally, Copilot helps optimise channel selection and content performance through A/B testing and experimentation. It provides guidance on which campaign elements resonate best with each audience. Copilot can rewrite content, adjust tone of voice, and even apply branding based on a company’s website, which saves significant time.

Using AI to assist with mundane tasks, Customer Insights – Journeys allows marketers to concentrate their time on high-value strategy and personalisation, thereby increasing productivity.

By using the same platform, Customer Insights – Journeys ensures seamless integration with Dynamics 365 Sales, which helps to align marketing and sales teams.

As marketing nurtures leads, sales-ready prospects can be automatically passed on to sales representatives at the right time. Lead scoring uses metrics such as engagement, profile attributes, and behaviours to determine sales readiness based on agreed-upon criteria.

A shared view of the pipeline offers visibility into the progression of lead stages. Sales representatives can also use unified customer profiles and insights to inform their interactions and sell more effectively.

Our team is here to help you quickly get started with Customer Insights – Journeys, allowing you to achieve early results.

We begin by taking a consultative approach to understand your marketing needs, goals, and challenges fully. From there, we handle the setup and configuration using best practices developed from previous deployments. If needed, we can also assist with migrating your data into Dynamics 365 or integrating other systems to access new data.

Using the new system, we will work closely with you as you build your segments, journeys, and campaign content. Throughout your launch and beyond, our support is available to enhance the use of Customer Insights – Journeys and ensure that you realise ongoing value.

Our partnership will provide you with the launch framework, Microsoft product expertise, and customer success focus to accelerate your success.

Dynamics 365 Customer Insights is licensed per tenant and includes access to the Customer Insights – Journeys and Customer Insights – Data applications.

The license includes default capacity for 10,000 Interacted People in Customer Insights – Journeys per tenant/month and 100,000 Unified People in Customer Insights – Data per tenant/month. Capacity for four scheduled data refreshes is included.

Interacted People refers to contacts, leads, or profiles interacted with via channels like email or SMS in Customer Insights – Journeys. Unified People refers to unique customer profiles created by unifying data in Customer Insights – Data.

Additional capacity can be purchased as needed for both applications independently. This allows flexibility to scale up the application aligned to your usage needs. The licenses also provide capacity for scheduled data refreshes and environments.

However, purchasing add-on capacity does not increase the number of segments, KPIs, or allowed data refreshes. Please refer to Microsoft licensing documentation for full details on license capacities and add-ons.

If you currently use outbound marketing in Dynamics 365 Marketing, it’s important to note that Microsoft is encouraging all customers to transition to real-time marketing in Customer Insights – Journeys within the next year.

Although outbound marketing will continue to be supported in the short term, the latest innovations and AI capabilities will only be available in Customer Insights – Journeys.

Review the available resources Microsoft provides for real-time marketing transition to get started.

We recommend a gradual transition approach to avoid any disruption. You can start using Customer Insights – Journeys for new campaigns and journeys and, over time, migrate existing assets such as email templates, forms, and segments. Microsoft provides tools to help copy emails and segments, and outbound journeys can be redesigned as trigger-based journeys. Take advantage of the capabilities such as Copilot, which allows you to build journeys, segments, and content quickly.

ServerSys can support you. We offer guidance, training, and transition services to ensure a smooth migration to the real-time marketing capabilities of Customer Insights – Journeys.

Dynamics 365 Customer Insights – Journeys and Customer Insights – Data are two applications now sold together under the same Customer Insights license.

Customer Insights – Journeys enables real-time, personalised marketing campaigns and journeys. It provides email, forms, audience segmentation, and journey orchestration capabilities.

Customer Insights – Data serves as a customer data platform (CDP) to unify data across your organisation into complete customer profiles. This provides a 360-degree customer view to generate insights.

While separate applications, Customer Insights – Journeys and Customer Insights – Data are designed to complement each other. Customer Insights – Journeys uses the unified profiles and segments from Customer Insights – Data to enable highly personalised campaigns. The license offers flexibility to use one or both applications based on individual needs.