New Microsoft Dynamics 365 Customer Insights Is Generally Available

The updated offerings combines Dynamics 365 Marketing and Dynamic 365 Customer Insights

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Published: September 7, 2023

James Stephen

The new Microsoft Dynamics 365 Customer Insights platform, which brings together Dynamics 365 Marketing and Dynamics 365 Customer Insights, is now generally available.

Microsoft announced it would create such an offering at Microsoft Inspire 2023, and it has since decided to launch it as part of the existing Dynamics 365 Customer Insights solution.

The latest iteration of Customer Insights will provide organizations with access to the customer data platform and real-time marketing with customer journey orchestration.

Jayme Mesecher, Director of Product Marketing at Microsoft, wrote about the new Customer Insights in a Microsoft blog: “Today, we’re excited to share that the new Dynamics 365 Customer Insights is now generally available for purchase.

For our existing Dynamics 365 Marketing and Dynamics 365 Customer Insights customers, this change signals an acceleration into our “better together” story, where we’ll continue to invest in new capabilities that will enable stronger, insights-based marketing, making it easier for marketers and data analysts to glean insights from customer data.

The updated Customer Insights became generally available on September 1, at which time customers with the previous license for Marketing or Customer Insights will not experience any changes to the core functionality resulting from this product consolidation, apart from a change of product name.

Microsoft will introduce pricing options to give customers the ability to purchase both applications and select the capacity they need.

As a result, customers can choose to start with just one or both applications and then unlock further capabilities that they would like to scale as and when they need.

Dynamics 365 Sales or Dynamics 365 Customer Service customers can use Customer Insights within their customer experience stack to better understand customers and create more contextual customer journeys.

Copilot in Dynamics 365 Customer Insights

Businesses can save time with Copilot in Customer Insights by using natural language to enhance target segments.

Users can also turn topics into copy suggestions, assisting marketers to progress from concept to completion.

Recent investments in Copilot’s capabilities include styling emails, forms, and event registration pages to match a business’s brand requirements.

Organizations can also use natural language to orchestrate contextually relevant customer journeys throughout sales, marketing, and customer service.

Moreover, they can generate accurate rules more easily, enabling staff to dedicate more time to customer relationships.

A recent Microsoft survey underlines the potential of such capabilities, with nine out of ten employees hoping to use more artificial intelligence to reduce repetitive tasks in their jobs.

Copilot can also help find extensive answers about customers in natural language in a matter of seconds.

By inputting a shortlist of key points and choosing the tone to match the brand and campaign, Copilot can assist with content development. These can then help in creating emails, social posts, and more.

Alongside the new Customer Insights offering, Microsoft unveiled many other CX technologies at Microsoft Inspire this year, such as Sales Copilot, Copilot for Teams Chat and Phone, additions to the Power platform, and more.



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