Introduced at Microsoft Inspire 2023, the new Dynamics 365 Customer Insights platform offers CX innovators access to a combined customer data platform (CDP) and journey orchestration tool.
The updated solution first started rolling out in September 2023. However, since then, Microsoft has made several changes to its toolkit, introducing new features and Copilot capabilities. Now, Dynamics 365 Customer Insights promises an even more intuitive way for businesses to enhance team productivity and creativity and reduce data silos.
With this toolkit, data analysts can unify demographic, transactional, and behavioral data for a clearer view of the customer journey. Plus, every business user can leverage the power of Copilot to analyze and explore customer information, create segments, build journey maps, and more.
Here's everything you need to know about Microsoft 365 Customer Insights, how it works, and how you can make the most of it for your team.
What is Dynamics 365 Customer Insights?
Microsoft Dynamics 365 Customer Insights is a new resource in Microsoft's toolkit for customer-facing employees. According to the tech giant, it lays the foundation for creating and managing personalized and connected customer journeys. Plus, it aligns sales, service, and marketing teams to boost business productivity.
Business leaders can use the toolkit to create customer segments and journey maps, while marketing teams can streamline content creation with AI-driven text and image recommendations. Sales teams get a complete view of every customer touchpoint for contextualized interactions, and customer service agents can personalize support based on user profiles.
The Dynamics 365 Customer Insights experience consists of two main components: Customer Insights Data and Customer Insights Journeys.
What is Dynamics 365 Customer Insights – Data?
The "Data" part of the platform consists of Microsoft's intuitive customer data platform, built to empower personalized customer experiences. The application gives companies a holistic view of customers and their buyer journey.
Here, marketing, sales, and service professionals can unify customer information with operational and IoT data in real time, enriching customer profiles. Plus, turnkey integrations with Microsoft and third-party applications allow for creating a comprehensive "single point of truth."
Microsoft says companies can connect data from various sources and use prebuilt AI models to access insights. There's even the option to design, test, and deploy unique AI/ML models using Microsoft's built-in toolkits.
Additionally, businesses maintain complete control over all the data they align, preserving governance and compliance policies. The enterprise-grade CDP is built on Microsoft Azure and supports privacy laws, policies, and legislative requirements for businesses in all segments.
What is Dynamics 365 Customer Insights – Journeys?
The "Journeys" component of Microsoft Dynamics 365 Customer Insights encompasses all the tools employees can use to elevate and personalize customer experiences. Not just for marketers, this upgraded toolkit features AI and natural language input assistance via Copilot.
Employees can use the straightforward app to build trigger-based and automated journeys across multiple touchpoints, from email to text messages and push notifications. Plus, they can personalize customer insights with AI, drawing information from Data segments and profiles.
Users can also customize the scalable platform and connect with the tools they already use. For instance, you can join your CRM tools, email and text messaging platforms, and analytical tools for an end-to-end aligned experience.
The Features of Dynamics 365 Customer Insights
Microsoft Dynamics 365 Customer Insights is an all-in-one toolkit for optimizing the customer journey. The solution's core features break down into a few key areas: getting to know your customers, engagement, and boosting productivity.