Dynamics 365 Customer Insights - Journeys isn't just for marketers anymore. With AI and natural language input assistance, business users can build trigger-based journeys that reach customers across multiple touch-points, growing relationships from prospects, through sales and support. Customer Insights - Journeys enables organizations to:
Improve seller productivity with AI-powered opportunity scoring and automated data capture and task assistance—in the flow of work.
Engage with customers in the right way—and at the right time—with AI-powered guidance and relationship insights.
Scale best practices and boost seller performance with automated sequences, insights, and data visualization.
Unify and enrich data with AI to create 360-degree customer profiles—and identify preferences and future opportunities.
Optimize journeys and deliver impactful content with AI-generated recommendations and real-time triggers.
Streamline work with Microsoft Copilot for Dynamics 365—turn simple language prompts into recommended content and insights.
When reaching out to your customers with Customer Insights - Journeys, there are three important things to consider: who, what, and when.
The who is your audience – who is this communication for? In Customer Insights - Journeys, your audience is defined by a segment. This is a subset of your contacts that meet some criteria. For example, you could have a segment containing customers over the age of 60 who live in North America, a segment for customers who earn more than $100,000 per year, or a blanket segment with all your active contacts.
The what is the content and form of your communication - what are you sending? In Customer Insights - Journeys, this can be an email, a push notification, or a text message. These channels can be used separately or together in one campaign.
The when can be as straightforward as a planned time when you want to send the communication, but with Customer Insights - Journeys, it can also be an event that triggers the communication as part of a journey. You can combine emails, push notifications, and text messages into journeys that can operate over either a segment of contacts at a planned time or that can respond to a trigger to reach customers in the moments that matter.