Dynamics 365 Customer Insights

Revolutionize Your Customer Engagement

Dynamics 365 Customer Insights is your gateway to unlocking the full potential of personalized customer journeys fueled by data and powered by cutting-edge AI. Here’s how Dynamics 365 Customer Insights can elevate your customer engagement strategy.

Experience the double power of the new offering, Dynamics 365 Customer Insights

The new Customer Insights offering is expanded to include both the Customer Insights – Journeys (formerly Dynamics 365 Marketing) and Customer Insights – Data (formerly the standalone Customer Insights) applications.

The new Dynamics 365 Customer Insights offering combines the standalone Dynamics 365 Customer Insights and Dynamics 365 Marketing apps into a single offering.

Getting to Know Your Customers

Unified Data
Seamlessly unify and enrich data from your marketing, sales, and service channels to create a comprehensive customer profile. With AI, anticipate future opportunities in real time. 

Boosting Productivity
Streamline your workflow with Copilot in Dynamics 365 Customer Insights, converting simple prompts into powerful queries, insights, and content. 

Engagement on Their Terms
Orchestrate customer journeys and deliver contextually relevant content in real time, meeting your customers where they are.

Connected Customer Experiences Across Teams

  • For Marketing Teams: Tailor real-time customer journeys using Copilot’s capabilities to uncover new data insights, segment target audiences, and create personalized content. 
  • For Sales Teams: Receive leads in real time from marketing and empower your sales team with AI-driven predictions and product recommendations.
  • For Service Teams: Proactively identify customer issues and provide agents with detailed customer profiles to streamline case routing and issue resolution. 

A Closer Look at Personalized and Connected Journeys

Comprehensive Customer Profiles: Create richer customer profiles by unifying transactional, demographic, and behavioral data. Engage customers with tailor-made activities across channels. 

Accelerated Insights: Identify customer trends and patterns with ready-made machine learning templates that predict customer lifetime value and recommend the best actions.

From Unknown to Known: Resolve customer identities by collecting historic transactional, behavioral, and demographic data with AI-powered identity management. 

Effortless Data Enrichment: Build richer customer profiles with first-party and third-party signals, including Microsoft’s proprietary audience intelligence.

Dynamic Segmentation: Discover new audience segments with AI recommendations. Elevate personalization with real-time segmentation that adapts based on the latest data. 

Balancing Consent and Privacy: Add consent data to the unification process and effortlessly maintain consent status with automatic data refresh, ensuring compliance with privacy and security regulations.

Engaging Your Customers

  • Real-Time Customer Journeys: Create contextually relevant journeys with the visual journey builder. Respond to customer actions in real time and convert interest into sales.
  • AI-Driven Engagement: Provide tailored and memorable experiences with AI-driven channel selection.
  • Experiment and Nurture: Conduct A/B tests, nurture leads, and engage customers through various digital channels. 
  • Nurturing Leads and Accounts: Generate and nurture sales-ready leads with personalized communications. Automatically score each lead and trigger timely notifications for sellers.
  • Meeting Customers Where They Are: Engage customers through ready-to-use digital channels, including SMS, push notifications, and email. 
  • Optimizing Marketing and Sales: Align marketing and sales efforts to optimize pipeline velocity. Leverage pre-made analytics dashboards to track lead generation and qualification.

Boosting Your Productivity

  • Customer Insights with Copilot: Use natural language queries with Copilot to discover more about your customers. Uncover insights like customer lifetime value, product preferences, and average purchases.
  • Targeted Audience Segmentation: Easily segment target customers using your own words with Copilot. Empower your team to create, review, and modify segments quickly.
  • Effortless Content Creation: Generate fresh and customizable content recommendations tailored by audience segment. 
  • Streamlined Journey Creation: Simplify journey creation with Copilot’s suggestions based on your optimal business goals, target audiences, or desired flows.
  • Branded Content Made Easy: Kickstart email and marketing form creation by referencing your website. Add the URL to Copilot and receive brand-aligned recommendations, easily refined to meet your content needs.
Customer Insights - Data

With Dynamics 365 Customer Insights, you can supercharge your customer engagement, deliver highly personalized experiences, and lead the way in the dynamic world of marketing and sales.