Plan and prepare for Dynamics 365 Customer Insights - Journeys in 2024 release wave 2

Overview

Dynamics 365 Customer Insights - Journeys brings together the worlds of customer experience, generative AI, and marketing automation, empowering businesses to orchestrate end-to-end, personalized journeys across all touchpoints to strengthen relationships and earn loyalty.

Customers demand digital and in-person experiences throughout the purchase journey. They expect seamless, exceptional, and personalized experiences at every touchpoint. This necessitates analyzing a large amount of data to gain a deep understanding of customers, robust alignment between sales and marketing, and the ability to orchestrate personalized journeys across the customer lifecycle.

In this release, our focus is on three key areas:

• Generative AI and Copilot: We're not just enhancing your workflow, we're reinventing it. By combining productivity and creativity with an AI-first interface that truly grasps the nuances of your business, we're setting the stage for a new era of efficiency. With just a simple project brief, Copilot generates a campaign that mirrors your vision and can be further refined and launched. Copilot now works the way you do, as it understands your custom tables, fields, and email templates, and can generate suggestions based on them. Copilot generates email suggestions, based on your brand identity and layout preferences.

• Engaging customers in moments that matter: We're rolling out new features to enhance customer interaction and operational workflows, facilitate efficient event management, ensure timely communication, enable seamless journey deployment, and improve email engagement with insightful analytics and customizable content so you can boost efficiency and engagement with your customers in the moments that matter

• Unifying sales and marketing: We continue to break down data silos between your departments, to streamline customer data collection and enhance lead scoring to increase win rates, by addressing leads when they're the most likely to buy.

Our goal is to equip you with an unparalleled suite of tools to enhance your productivity in delivering great customer experiences. We want to empower you to understand your customers deeply, reach out to them in innovative ways, and consistently refine your journeys for optimal results, boosting your performance to new heights.

For official product documentation and training for Dynamics 365 Customer Insights, go to: Customer Insights - Journeys overview

Updates to Dynamics 365 Customer Insights - Journeys 2024 release wave 2

Investment areas

Copilot and AI innovation
Empower marketers to redefine their approach and unlock new possibilities with Copilot in Customer Insights and AI innovation. By tapping into the potential of generative AI, marketers can elevate their productivity to unprecedented levels. Copilot serves as a reliable daily assistant, streamlining manual tasks and fueling creativity. The result? Enhanced business outcomes that drive success.

Moments that matter
In today’s dynamic business landscape, anticipating customer expectations in real time is paramount. To meet these expectations, Customer Insights - Journeys can strategically identify optimal communication channels and touchpoints. These interactions, carefully orchestrated, create meaningful moments that resonate with customers, fostering engagement and loyalty.

To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Dynamics 365 Customer Insights - Journeys below:

For application administrators

User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.

Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.

Get the most out of Customer Insights - Journeys