Dynamics 365 Customer Insights –Your Roadmap to Success

Dynamics 365 Customer Insights

In today’s fiercely competitive landscape, delivering exceptional Dynamics 365 Customer Insights experiences is key to standing out. As consumer demands evolve and interaction channels multiply, the challenge of connecting with customers grows more complex.

Manual processes are no longer effective. To truly resonate with your audience and build unwavering trust in your brand, real-time data is crucial. Understanding demographics, tracking transactions, and analyzing behaviour patterns using AI-driven insights is essential for delivering tailored messages that captivate your audience at the right moment and through their preferred channels.

Personalization is non-negotiable. Every interaction, from acquiring new customers to nurturing existing relationships, is an opportunity to reinforce your brand identity and foster loyalty.

Dynamics 365 Customer Insights is a cutting-edge solution that empowers businesses to gain actionable insights into their customers and create personalized, targeted engagement at scale. Join us as we explore the capabilities of Dynamics 365 Customer Insights and discover how this innovative platform can revolutionize your marketing strategy, supercharge your customer engagement, and drive unparalleled results.

What is Dynamics 365 Customer Insights?

Dynamics 365 Customer Insights

The recent rebranding of Dynamics 365 Customer Insights marked Microsoft’s effort to combine several Dynamics 365 apps into one comprehensive solution. This strategic initiative aimed to simplify the product line, making it more user-friendly for customers.

By consolidating the features of the standalone Dynamics 365 Customer Insights and Dynamics 365 Marketing solutions, the new Dynamics 365 Customer Insights offering provides a unified solution. It enables organizations to deliver exceptional customer experiences by laying the foundation for creating customized, flexible, and integrated customer journeys across sales, marketing, and service departments.

This updated version now includes both Dynamics 365 Customer Insights – Journeys (formerly Dynamics 365 Marketing) and Dynamics 365 Customer Insights – Data (formerly Dynamics 365 Customer Insights), making it a popular choice for mid-market and enterprise organizations due to its scalability.

What is the Need for This Rebranding?

Delivering great customer experiences depends on understanding and engaging with customers in real-time. However, fragmented data and the laborious task of manual content creation can hinder your data analysis and marketing efforts.

Dynamics 365 Customer Insights now integrates the customer data platform with real-time customer journey orchestration, enabling your teams to unearth fresh insights and provide personalized customer experiences using advanced AI.

With Copilot now included in customer insights, you can boost creativity with suggested content ideas and foster collaboration by granting access to data and target segments. By merging transactional, demographic, and behavioural data for analysis, one can achieve a comprehensive understanding of customers.

Marketers can easily craft new customer segments and journeys with Copilot, articulating their desired customer outcomes on their terms. Moreover, they can simplify content creation by choosing personalized text and image suggestions that align with the company, brand, and audience.

Sales teams benefit from a seamless transition from marketing, gaining access to a unified customer timeline and interactions, prioritized leads, and personalized product recommendations. Equipped with insights on predicted customer lifetime value, customer service agents can adjust service levels and prioritize to offer superior support experiences.

As both Dynamics 365 Customer Insights – Journeys and Dynamics 365 Customer Insights – Data offer robust functionalities individually, our focus will now shift to a detailed exploration of Dynamics 365 Customer Insights – Journeys.

What is Dynamics 365 Customer Insight – Journeys?

Dynamics 365 Customer Insights – Journeys provides a flexible solution for today’s marketers. It aims to transform marketing practices, whether used alone or with other Dynamics 365 modules. This feature-rich tool helps marketers craft engaging customer experiences, break down data barriers, and foster meaningful customer interactions. Organizations can also leverage integrated features to enhance their marketing and sales efforts, using data to boost revenue growth.

Dynamics 365 Customer Insights

What are the Capabilities of Dynamics 365 Customer Insights – Journeys?

Dynamics 365 Customer Insights Journeys transitions beyond its marketing-centric role with the help of AI and natural language input assistance, enabling business users to build trigger-based journeys reaching customers across various touchpoints, nurturing relationships from initial prospects to sales and support phases.

Know Your Customers

Understand your customers better and create truly personalized experiences. By integrating Customer Insights – Data segments and profiles, organizations can leverage comprehensive customer insights seamlessly within Customer Insights – Data.

– Gain Deep Customer Insights

Unified transactional, demographic, and behavioural data facilitated by AI-driven identity management aids in achieving a holistic customer perspective.

– Enrich Data and Predict Intentions

Improve profiles with diverse data sources, incorporating proprietary intelligence, and unlock predictive capabilities using prebuilt AI models.

– Form Customer Segments

Build new segments or explore fresh audiences with AI recommendations updated regularly with real-time data.

– Uphold Consent and Privacy Compliance

Incorporate consent information while consolidating data through automated data refreshes to comply with privacy and security regulations.

Engage on Their Terms

Organizations can promptly launch customer journeys via trigger-based methods across email, text messages, or push notification channels. They can choose the most appropriate channel for each individual and respond promptly to customer-initiated actions during pivotal moments.

– Provide Real-Time Experiences

Establish real-time customer journeys across channels, ensuring contextual coherence and the opportunity for optimization via A/B testing.

– Improve Interactions with AI

Deliver tailored experiences by precisely delivering the right message through AI-powered channel selection.

– Nurture and Distribute Leads

Automate the handover of scored, qualified leads to sales teams and assess pipeline performance using pre-built analytics dashboards.

– Reach Customers Where They Are

Engage with customers through preconfigured digital channels such as text, email, and push notifications, seamlessly integrating personalized channels into the journey.

Boost Your Productivity

Copilot supports marketers in creating new customer segments and journeys through natural language input. It also streamlines content creation by providing personalized text and image suggestions in line with your brand and target audience.

– Swift Access to Insights

Explore insights and quickly grasp customer attributes through individual profile summaries using Copilot.

– Simplify Audience Targeting

Provide Copilot with details about your target segments to expedite the creation, review, and modification of customer segments.

– Rapidly Customize Content

Utilize Copilot to create tailored content, headlines, branded emails, and compelling images suited to any segment.

– Effortlessly Design Journeys

Simplify journey creation with Copilot by outlining business objectives, target audience, or preferred flows.

Dynamics 365 Customer Insights Pricing and Licensing Structure

The licensing for Customer Insights is based on a per-tenant model. It allows the installation of both Customer Insights – Journeys and Customer Insights – Data applications in up to four separate environments per application. Additionally, it includes a base capacity of 10k Interacted People for engagement with the Customer Insights – Journeys app and 100k Unified People for profile unification through the Customer Insights – Data app, along with default Dataverse capacity.


Isn’t it fascinating how this innovative solution can empower your business through AI and resist natural language input? The previous discussion shows that by utilizing the features of Dynamics 365 Customer Insights, users can design journeys triggered by interactions, engaging customers through various channels and nurturing relationships from initial leads to sales and support stages.

As a Microsoft Partner, Techcronus excels in identifying optimal licensing and structuring data and creating a technological roadmap that enables you to oversee and enhance your solution post-deployment. Our dedication lies in effectively ensuring the solution caters to your specific needs and requirements.

Reach out to us today to discover the advanced capabilities of Dynamics 365 Customer Insights and personalized licensing options to suit your business demands. Our team of specialists is always here to assist you in unlocking your business potential.