Dynamics 365 Customer Insights is Microsoft’s leading Marketing automation platform. They have recently introduced a new approach to workflows and process-driven marketing campaigns called Journeys. All customers are having to move to Journeys from the older Dynamics 365 Marketing approach. In this article we introduce Dynamics 365 Customer Insights Journeys.

Download our Dynamics 365 Customer Insights guide here.

Dynamics 365 Customer Insights

Dynamics 365 Customer Insights helps your organisation deliver exceptional customer experiences. It offers more than a marketing automation platform, it lays the foundation to create truly personalised, responsive, and connected customer journeys across your business.

Dynamics 365 Customer Insights is broken into two areas: Journeys and Data. This combination of a customer data platform and an intelligent marketing and journey platform is what makes Dynamics 365 Customer Insights so special.

Dynamics 365 Customer Insights Journeys

Now we have had a look at the data side of customer insights it’s time to explore the Journeys and Marketing side. Dynamics 365 Customer Insights Journeys takes the marketing automation tools you know and love like email marketing, events marketing and lead management and builds on them with real time customer journeys and the ability to manage customers and prospects across multiple touchpoints.

Customer Insights – Journeys enables organisations to:

  • Engage customers in real time – With trigger-based customer journeys using email, text message, or push notification channels, organisations can trigger customer journeys in real time, pick the right channel for each individual, and react to customer-led actions in the moments that matter.
  • Win customers and earn loyalty faster – Working across all customer touchpoints, real-time customer journeys are truly an end-to-end experience.
  • Personalise customer experiences with AI – Turn insights into relevant action with AI-driven recommendations for content, channels, and analytics.
  • Customer Insights – Data segment and profile integration allow organisations to seamlessly leverage the deep customer understanding in Customer Insights..
  • Grow with a unified, adaptable platform – Easily customise and connect with tools you already use. Efficiently manage compliance requirements and accessibility guidelines.

Dynamics 365 Customer Insights Journeys capabilities include:

  • Trigger-based journeys and branches
  • Email, SMS and Push notification marketing
  • Lead passing to Sales or Customer Service
  • Website Forms
  • Full events capability

Dynamics 365 Customer Insights offers a great range of functionality and a more customer focused approach to marketing. Marketing via Customer Insights is about relevancy and time sensitive relevant communication to vastly improve any customer experience. To learn more about Dynamics 365 Customer Insights, download our guide here or visit our Dynamics 365 Services.