From siloed data to 360° customer view: Your guide to Dynamics 365 Customer Insights – Data 

See how sales & marketing can understand their customers better with Customer Insights – Data

The enhanced Customer Insights now provides two distinct experiences for your marketing and sales teams. If you're already leveraging other modules within Dynamics 365 Customer Engagement alongside Customer Insights, you're empowering your teams to efficiently manage customer data and seamlessly translate insights into actionable strategies. Here is how data analytics can leverage customer insights to extract valuable information, elevating their understanding of customers:

360-degree customer view

Imagine knowing your customers like you know your closest friends – their favorite brands, their hidden desires, even their next purchase before they do. That's the power of a 360-degree customer view, and it's the secret weapon for data analysts. As a data analyst, you will be able to discover actionable insights, infuse them into business applications, and make them readily available to your marketing team. You can unify and enrich customer marketing, sales, and service data to form a clear picture of your customer’s preferences—and foresee predictions in real-time with AI to build stronger relationships with customers.

Connecting the dots with entities

Customer Insights – Data consists of data sets added to the system which are called entities. Think of entities as the building blocks of your customer understanding. Customer Insights product processes—including data unification, relationships and segmentation, and measures and activities—are organized around the entities you choose to bring together.

Unifying fragmented data

Data unification lets you unify once-disparate data sources into a single master dataset that provides a unified view of your customer data.

AI-powered identity resolution

Not every customer leaves a clear trail. AI-powered identity resolution bridges the gap, using subtle signals and attributes to identify unknown customers and enrich their profiles with historical data. This ensures you have a complete picture, even for your less vocal customers. With data unification complete, you can measure KPIs on transactions, campaign responses, in-store visits, loyalty redemptions, customer service encounters, sentiment, IoT signals, total spending, and review ratings, compiled into a 360-degree view of your customers.

Predicting the future with AI

Customer Insights – Data isn't just about the past; it's about the future. To learn even more about the customers, you can create AI prediction models like customer lifetime value, churn model, and sentiment analysis. As you build new models, your data stays up to date with a powerful ingestion API that imports real-time customer data from Azure Data Lake, Azure Synapse Analytics, or other data sources through PowerQuery.

Customer Discovery with Copilot

With Dynamics 365 Customer Insights, you can discover new audience segments using Copliot’s AI recommendations or define your segments to enable your marketing and sales initiatives or offer proactive customer support.

Consent confidence

Building segments with confidence is crucial. Copilot's consent harmonization feature lets you define clear rules for customer consent data, eliminating ambiguity and ensuring compliance. And with automatic data refresh, you can be sure your segments are always up-to-date.

Speak your mind, discover insights

No need to be a data wizard! Copilot understands natural language. Ask your questions, plain and simple, and watch as Copilot dives into your data, uncovering hidden gems and adjacent insights you might have missed. Using natural language prompts, you can engage in dialogue with your data to query customer data and create segments even if you don’t know SQL programming.

Hyper-personalization made easy 

Copilot provides an answer to the query as well as adjacent data and insights. This uncovers new insights that you can use to deliver hyper-personalized journeys in the moment, helping to boost customer satisfaction and retention rates.

Seamless integration for enhanced customer experiences

Integrating Dataverse simplifies the alignment of segments with customer profiles, providing a streamlined process to update Customer Journey Orchestration (CJO) in real-time. This capability enables the delivery of customized and dynamic customer experiences.