Dynamics 365 Customer Insights – Journeys is a combination of two powerful Microsoft CRM solutions: Dynamics 365 Marketing and Dynamics 365 Insights. This fusion is capable of offering exceptional customer experiences by leveraging the power of data insights.
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Embedded with AI and natural language capabilities, D365 Customer Insights offers modern tools and capabilities to build an insight-based customer experience in real time. It will help you build strong relationships while offering seamless support and services.
It empowers businesses to utilise customer data in real time to find more actionable insights for business growth. Such data insights help businesses cater to personalised experiences for all customers.
From September 1, 2023, Microsoft made Dynamics 365 Customer Insights – Journeys available to the general audience. Now, people are free to purchase licences to access it for commercial use. Before diving deep into the licensing and updated capabilities, let’s understand a simple question.
What is Dynamics 365 Customer Insights – Journeys?
D365 Customer Insights – Journeys is a perfect blend of two popular CRM applications. It lets businesses drive an engaging customer experience in real time while simplifying the customer journey.
With built-in next-generation AI and Microsoft Copilot, it eliminates the need for manual content creation by providing automated, personalised, and recommended content. Also, it enables users to centralise all customer insights, including transactional, behavioural, and demographic data, with a 360-degree view of overall customer activity.
The combination of both applications enables businesses to collect customer data related to market trends, interests, purchase patterns, frequency, best-selling products, least-selling products, and more. Later, they can access this data to offer personalised offers for greater customer conversion and retention.
The integration of Copilot empowers users to find new insights, analyse data, and utilise it using natural language without depending on SQL queries. Based on data or customers, you can easily create different segments to offer more personalised offers to a set of similar customers.
Based on different segments, Copilot will help you create personalised content using text and image recommendations. Also, it will help you prioritise important accounts, enhance customer interactions, and streamline customer journeys.
Dynamics 365 Customer Insights – Journeys empowers users to offer a truly personalised and connected customer journey across marketing, sales, and service departments.
See Also - Dynamics 365 Customer Insights: All You Need to Know
Dynamics 365 Customer Insights – Journeys: Modern Features for Modern Businesses
The combination of Dynamics 365 Marketing and Dynamics 365 Customer Insights offers combined features to build an engaging customer journey using real-time insights. Some of its important features are discussed below:
• Engage Customers with Continuous Interaction
Customer Insights enables users to engage with customers using different modes of communication, including email, text, and push notifications. This lets businesses build trigger-based customer interactions for each individual based on specific activities within the journey.
• Earn Customer Loyalty
D365 Customer Insights – Journeys offers an end-to-end experience to all customers, from becoming a lead to converting into a recurring client. With personalised customer experiences, businesses can offer unique and relatable offers to encourage users to remain loyal.
• Utilise AI for Better Customer Experiences
Microsoft CRM solutions come with embedded AI to turn insights into actionable decisions. Also, AI and Copilot help businesses recommend the most relevant content to their users using data analytics. Customer Insights analyses the entire customer data to provide useful insights for making relevant decisions.
• Centralised Platform
All solutions in the Dynamics 365 ecosystem come with a unified database and a one-click integration methodology. This lets businesses easily customise the solution to align with their unique business needs.
Core Capabilities of Dynamics 365 Insights – Journeys
With numerous capabilities, Dynamics 365 Insights – Journeys enables you to access some advanced features that most CRM solutions lack. Some of its major capabilities are:
• Focus on Real-time Marketing
Microsoft has updated the focus of this solution from outbound marketing to real-time marketing. From September 2023 onwards, new licences would not receive outbound marketing modules as standard. However, existing customers can add this module using a self-service interface from the Version Page available on the Settings page.
• Use Copilot to Create Engaging Content
Microsoft Copilot is an AI-based solution that helps users automate processes and find answers using natural language. You can utilise Copilot's capabilities to create engaging and personalised content with minimal effort. Also, it can help you generate content for emails and messages based on key points and the required voice and tone.
• Send SMS Directly Using Azure Communication Services
With an Azure Communication Services SMS subscription, you can send SMS messages directly to customers, simplifying the entire process of establishing communication with them. Use all the features, tools, and capabilities of an SMS subscription to get real-time data insights and personalised templates.
• Set Up Quiet Times
Schedule all communication channels to ensure the delivery of messages at the right time. This will enhance customer engagement while meeting customer expectations. It lets you restrict messages from being sent during off-hours.
• Generate Customer Journeys Using Natural Language
Microsoft Dynamics 365 Customer Insights – Journeys enables you to create a customer journey in minutes using natural language. You can simply describe the checkpoints, and generative AI will create the entire customer journey based on the inputs.
See Also - How Do Dynamics 365 Customer Insights Enhance Marketing with AI?
What is the Need for Merging Dynamics 365 Marketing and Dynamics 365 Customer Insights?
Dynamics 365 Insights – Journeys is a value package for users that enables businesses to offer customised experiences to customers by leveraging captured insights. It combines customer profiles and automates the entire customer journey with unified and accessible data in real time.
It is a centralised and affordable solution for all businesses, capable of catering to personalised interactions with users. Also, it eliminates the need to purchase two different licences, as you can do everything using a single licence.
Pricing and Licensing
D365 Customer Insights – Journeys comes with a prepaid capacity model purchased on a per-tenant basis. It comes with two capacity units that are discussed below:
People Interacted – In Dynamics 365 Marketing, it used to be referred to as a marketable contact that users needed to pay for each interaction with the solution. A person’s interaction includes a contact, lead, insights profile, or account. Whenever a business interacts with a customer using outbound or inbound marketing, it is considered a marketing interaction or people interacted.
People Unified – In Dynamics 365 Insights, it was known as a profile. It represents an individual that is created using collected data from different sources.
The pricing is defined based on a base SKU that contains a minimum of 10,000 people interacted and 100,000 people unified.
The base SKU is priced at GBP 1,346 per tenant per month for new Dynamics 365 customers and GBP 792 for existing customers.
| Dynamics 365 Customer Insights | Price (tenant/month, paid yearly) | Licence Type |
|---|---|---|
| Dynamics 365 Customer Insights | GBP 1,307.20 | Standard |
| Dynamics 365 Customer Insights Attach | GBP 769.00 | For qualifying Dynamics 365 customers |
How Can Dynamics Square Help You with Dynamics 365 Insights – Journeys?
Dynamics Square has been implementing Dynamics 365 Marketing and Dynamics 365 Insights for more than 14 years across businesses, irrespective of size. With the years of experience and expertise we have gained through these implementations, Dynamics Square knows the secrets to enhancing business growth. We know how to help a business and its team move towards profitability and efficiency.
If you want to offer an exceptional customer experience by utilising data insights, consider Dynamics 365 Insights – Journeys implementation.
In case you need assistance, feel free to email us at info@dynamicssquare.co.uk or call us directly at 0203 769 7689 for instant and effective support.
Frequently Asked Questions
Dynamics 365 Customer Insights – Journeys is a customer engagement solution that helps businesses create personalised customer journeys, segment audiences, manage interactions, and deliver relevant content across multiple channels.
Key features include real-time customer journeys, audience segmentation, personalised content, AI and Copilot capabilities, email and SMS communication, push notifications, and quiet-time settings.
Yes. Customer Insights – Journeys includes AI and Copilot capabilities that can help users create personalised content, generate customer journeys using natural language, and gain insights from customer data.
