The latest Dynamics 365 Customer Insights release wave 2 has introduced a significant change: Dynamics 365 Marketing has been integrated into Dynamics 365 Customer Insights, incorporating two distinct components:
- Customer Insights – Journeys (formerly Dynamics 365 Marketing)
- Customer Insights – Data
This blog delves into the Customer Insights – Journeys side of the platform, exploring its capabilities and functionalities.
Understanding Dynamics 365 Customer Insights – Journeys
Dynamics 365 Customer Insights, a part of Dynamics 365 Customer Engagement, serves as a robust customer data platform. It facilitates the consolidation and analysis of data from diverse sources, empowering businesses with a unified and intelligent view of customer information. The enhanced version of Customer Insights introduces compelling features tailored for marketing and sales, enhancing their capabilities and contributing to a more streamlined and effective customer engagement process.
Speaking of the enhancements, Dynamics 365 Customer Insights – Journeys has transcended its marketing roots. Now, empowered by AI and natural language assistance, business users of all backgrounds can build trigger-based customer journeys that engage customers across diverse touchpoints. This empowers them to nurture relationships from the initial prospect stage, through the sales process, and into ongoing support, fostering long-term customer loyalty and satisfaction.
With Customer Insights – Journeys, you can:
Engage customers in real-time
Journeys supports trigger-based customer journeys using emails, text messages, and push notification channels.
These trigger-based journeys empower you to respond to customers’ actions in real-time, whether they’re engaging in physical interactions like entering a store and connecting to Wi-Fi or virtual interactions like browsing an online shopping website. The real-time aspect ensures immediate responsiveness, allowing you to convert customer interest into sales promptly.
This functionality allows organizations to trigger real-time customer journeys, selecting the most suitable channel for each individual and responding promptly to customer-led actions at critical moments, contributing to effective customer journey orchestration.
Win customers and earn their loyalty
Traditional marketing often operates in silos, leading to fragmented customer experiences. Customer Insights – Journeys breaks down these silos by enabling organizations to create real-time, end-to-end journeys that seamlessly span all touchpoints.
Personalize customer experiences with AI
Customer Insights – Journeys empowers businesses to deliver personalized experiences at scale. This is achieved through the powerful integration of AI, which analyzes vast amounts of customer data to provide insights and recommendations for every step of the customer journey.
With data segmentation and profile integration, you can understand more about your customers and personalize your customer engagement using transactional, behavioral, and demographic data sourced from Dynamics 365 Customer Insights – Data. With this information, you can create dynamic content, including personalized dynamic text in emails, text messages, and push notifications, based on various measures such as loyalty status, subscription renewal date, parent account, or any other relevant metric captured in the unified customer profile.
