Microsoft Dynamics 365 Customer Insights – Journeys

Transform your marketing productivity and performance with Dynamics 365 Customer Insights – Journeys (formerly Dynamics 365 Marketing). Harness data insights to drive engagement across your customer touchpoints.

Personalised marketing experiences

We will support you in maximising the value of Dynamics 365 Customer Insights – Journeys, a marketing automation solution that unifies customer data and orchestrates personalised experiences. Our consultants will help you develop unified customer profiles, create targeted segments, and set up trigger-based journeys that boost content performance.

How Dynamics 365 Customer Insights Benefits You

Trigger contextual, event-based journeys across channels that react instantly to customer interactions.

Trigger contextual, event-based customer journeys across channels that react instantly to interactions.

Increase your team’s efficiency and focus with AI-assisted marketing tasks and recommendations enabling faster content creation.

Increase team efficiency and focus with AI-assisted marketing tasks and recommendations for faster content creation.

Quickly build audience segments and journeys and create content using conversational language prompts.

Quickly build audience segments and journeys and create content using natural language inputs.

Unify your relational, behaviour and transactional data to create complete customer profiles for real-time insights to engage people with personalised messages.

Unify relational, behaviour and transactional data to create complete profiles for real-time insights and engage customers with personalised interactions.

Score leads, seamlessly hand off and share analytics to align sales and marketing. Use prebuilt dashboards to track the key metrics for lead generation and qualification.

Score leads, seamlessly hand off and share analytics to align sales and marketing. Use prebuilt dashboards to track the key metrics for lead generation and qualification.

Real-time journeys

Trigger contextual, event-based journeys across channels that react instantly to customer interactions.

Trigger contextual, event-based customer journeys across channels that react instantly to interactions.

Enhanced productivity

Increase your team’s efficiency and focus with AI-assisted marketing tasks and recommendations enabling faster content creation.

Increase team efficiency and focus with AI-assisted marketing tasks and recommendations for faster content creation.

Faster campaign creation

Quickly build audience segments and journeys and create content using conversational language prompts.

Quickly build audience segments and journeys and create content using natural language inputs.

Unified client data

Unify your relational, behaviour and transactional data to create complete customer profiles for real-time insights to engage people with personalised messages.

Unify relational, behaviour and transactional data to create complete profiles for real-time insights and engage customers with personalised interactions.

Improve sales alignment

Score leads, seamlessly hand off and share analytics to align sales and marketing. Use prebuilt dashboards to track the key metrics for lead generation and qualification.

Score leads, seamlessly hand off and share analytics to align sales and marketing. Use prebuilt dashboards to track the key metrics for lead generation and qualification.

Transform Personalisation with Real-Time Journeys

Do outdated tools and disconnected customer data limit your ability to run personalised cross-channel campaigns?

Look no further than Dynamics 365 Customer Insights – Journeys (formerly Dynamics 365 Marketing). By unifying data into complete customer profiles, Customer Insights tackles fragmented views.

With real-time signals providing triggers, you can instantly respond to customer actions and spark engagement when it matters the most.

Customer Insights redefines how marketing teams operate by consolidating tools, unifying data, and using AI capabilities.

Young male marketer looking away from Dynamics 365 Customer Insights on his laptop

Demonstrating Customer Insights – Journeys

Dynamics 365 Customer Insights Capabilities include:

Customer journeys

Create Customer journeys with Dynamics 365

Design journeys to improve engagement using email, SMS and custom channels.

Triggers-based comms

Send communications from triggers

Engage customers in real-time by responding to interactions and CRM updates.

Audience segments

Create complex audience lists with segments

Use connected data to target audience segments with personalised messages.

Copilot AI features

Boost productivity with Copilot AI features

Boost productivity with AI-powered suggestions for quick campaign content creation.

Lead scoring and routing

Route leads to sales teams with Customer Insights

Automatically share leads with sellers as prospects respond to your messages.

Event planning

Host and organise events in Customer Insights

Minimise admin tasks and enhance experiences for your online and in-person events.

Marketing analytics

Understand your data with Marketing Analytics in Dynamics 365 Customer Insights

Gain actionable insights to optimise your campaign performance.

Web Form Integration

Integrate Web Form with D365 Customer Insights

Collect lead and contact details on your websites for enquiries, subscriptions and registrations.

Download D365 Customer Insights Guide

Learn more about the capabilities of Dynamics 365 Customer Insights and see how ServerSys can help you get started.

Dynamics 365 Customer Insights Guide Thumbnail

How we partner with you

At ServerSys, we take a consultative approach to understand your marketing needs and configure D365 Customer Insights – Journeys.

Our consultants will provide strategic guidance and hands-on expertise to implement Customer Insights alongside your other Dynamics 365 apps. We’ll apply your branding to emails, assist your campaign-building efforts and support user adoption to achieve quick wins.

We don’t just deploy technology but also provide an ongoing partnership to maximise its value to deliver connected customer journeys.

We are proud to work with...

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Customer Quotes

“Thanks to ServerSys, we’ve transitioned in a structured and positive way and now have a modern cloud-based solution that is already delivering measurable productivity gains, is highly adaptable and infinitely configurable, and will enable us to harness new technologies like AI in the future.”

Neil Spires, One Toyota Fleet Strategy, Motability & CRM Manager at Toyota (GB) plc.

“Our business has undergone a massive change in an extremely short time frame. But the collaborative and fully accountable approach adopted by ServerSys made the evolution to a new platform painless while helping us drive forward with our new business model.”

Mark Hazelwood, Operations Director, Miworld at Mitie.

“ServerSys restored our faith in IT suppliers and 100% rescued our project. When it comes to technical knowledge and the ability to communicate with and listen to users – they’re in a league of their own.”

Sarah Patrick, Group Marketing Manager at Alchemy Ingredients.

Frequently Asked Questions

How does Customer Insights - Journeys differ from Dynamics 365 Marketing?

Dynamics 365 Customer Insights – Journeys is the new name for Dynamics 365 Marketing. The core difference is focusing on real-time, event-driven journeys rather than traditional scheduled outbound campaigns. New capabilities include AI-powered segmentation and natural language inputs to simplify building journeys, enable faster content creation and provide audience insights.

In what ways does Customer Insights - Journeys personalise experiences?

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.

What are the AI capabilities of Customer Insights?

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.

How does Dynamics 365 Sales integrate with Customer Insights?

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.

How can ServerSys help me get started with Customer Insights?

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.

How is Customer Insights - Journeys licenced?

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

Refer to our article for detailed information, including application capacities.

How do I migrate from Dynamics 365 Marketing?

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.

How do Customer Insights - Journeys and Customer Insights - Data compare?

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.

Ready to transform your marketing?

Contact ServerSys to discuss your marketing goals and explore how Customer Insights – Journeys can help you deliver personalised experiences. Call us now on 0203 884 3804, email hello@serversys.com or complete the contact form below, and we’ll follow up.