Dynamics 365 Customer Insight

The updated Customer Insights now includes two distinct experiences your team can use to manage your customer data and then put that data into action.

To see how data analysts can use Customer Insights to glean valuable insights and enhance their knowledge of customers, begin with 360-degree view.

To see how marketers can use Customer Insights to orchestrate customer journeys and deliver content that matters to customers in context, in real-time, skip to Customer Journey Orchestration.

Microsoft Dynamics 365 Customer Insights is an end-to-end solution designed to enhance the customer experience and empower the people responsible for delivering it.

With Dynamics 365 Customer Insights, you can enhance your knowledge of your customers, develop personalized, real-time customer journeys, and foresee future opportunities in real-time. Additionally, by using Copilot in Customer Insights, you can streamline your workflows and glean deeper intelligence faster by using next-generation AI.

As a data analyst, you can 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 customers’ preferences—and foresee predictions in real-time with AI to build stronger relationships with customers.

Data sets added to the system are called entities. Customer Insights product processes—including data unification, relationships and segmentation, and measures and activities—are organized around the entities you choose to bring together.

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 uses attributes and signals to inform unified customer profiles, gathering historical transactional, behavioral, and demographic data for unknown 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 spend, and review ratings, compiled into a 360-degree view of your customers.

To learn even more about the customers, you can create AI prediction models like customer lifetime value, churn model, and sentiment analysis.

And 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.

You can discover new audience segments with AI-driven recommendations or define your own segments to target marketing campaigns and sales activities or to enable more proactive customer support.

Define rules in segments to harmonize your customers’ consent data so you can build segments with confidence. Easily keep consent status updated with automatic data refresh.

Engage in dialogue with your data by using natural language prompts to query your customer data and create segments, without any knowledge of SQL programming required.

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.

Thanks to seamless integration through Dataverse, the segments are directly integrated with customer profiles, so Customer Journey Orchestration (CJO) is updated in real-time after refresh, enabling you to deliver tailored customer experiences.

As a member of the marketing team, you can quickly find the segment created in Customer Insights and start with Customer Journey Orchestration (CJO).

Bypass the time-consuming process of manually building customer segments by using Query Assist segmentation with Copilot. Take the guesswork out of targeting the right audience by simply describing the segment in your own words. From there, Copilot builds the segment and enables you to quickly review and modify the list before you launch a campaign.

Copilot makes it easy for you to design and develop content ideas for emails. You can describe in everyday words what you want to create, and Copilot will show you fresh content recommendations for a specific audience that can be edited for greater personalization.

You can use dynamic text to automatically insert any of the recipients' personal details into messages, allowing you to deliver engaging content tailored to specific factors like profession, interests, or age group.

You can easily add visually appealing content to your messages with pre-made content blocks, including text, images, links, and more.

Using Copilot Journey Creator, you can save valuable time by simply telling Copilot your optimal business goals, target audience, or desired flows. Then Copilot will provide suggested journeys for you to approve or customize. You can build real-time contextually relevant marketing journeys with Copilot that are triggered by a customer actions. And you can even extend the journey to sales and service.

Next, you can create emails, SMS, and Push Notifications and prepare for CJO.

You can also use out-of-the-box digital channels such as SMS with Infobip, Link Mobility, Telesign, and Twilio, or you can add any custom channel to the journey such as direct mail or a custom SMS provider.

In addition, you can run A/B tests to identify the highest performing content or journey branch. You can optimize content and channel simultaneously with multi-variant testing for everyone, based on previous activity and preferences.

Now, you can preview, test, and launch the CJO. The system will validate the CJO components before the launch.

Finally, it’s time to visualize and measure your journey’s progress.

You can see the progress of the journey in real-time with inline charts and analytics of the journey. You can also compare with other journeys and get insights to improve lead generation.

Export segments and insights to first or third-party applications like Dynamics 365, Marketo, Google Ads, or ServiceNow for journey orchestration, advertising, sales engagement and clienteling, and proactive customer support.

Connect customer data with Microsoft Power BI to model and visualize your data for richer customer insights.

With this privacy-first, AI-powered customer data platform and journey orchestration solution, you can unify data across a full range of sources, power personalized customer experiences, and drive greater customer satisfaction.