Dynamics 365
Customer Insights
What Is Dynamics 365 Customer Insights?
Dynamics 365 Customer Insights is Microsoft’s AI-powered customer data platform that unifies all your customer data into actionable profiles. It helps businesses predict needs, personalize engagements, and automate intelligent journeys across marketing, sales, and service — turning data into deeper relationships.
Think of it as your command center for customer understanding. Customer Insights connects data from every touchpoint, applies AI to uncover trends, and empowers teams to deliver the right experiences at the right time, driving growth at every stage.
The outbound marketing module within Customer Insights – Journeys will be unavailable starting June 30, 2025. However, you can transition to real-time journeys before this period to avoid any disruptions to your workflows and operations. Learn More here.
From Dynamics 365 Marketing to Customer Insights
Dynamics 365 Marketing evolved into Customer Insights – Journeys in 2023 as part of Microsoft’s strategy to unify customer data and engagement tools.
The rebrand merged marketing automation with Customer Insights’ CDP capabilities, enabling AI-driven personalization using a single customer profile. This shift eliminated data silos, improved cross-team collaboration, and introduced Copilot AI for journey design — all while retaining core marketing features under a more integrated, insights-powered framework.
Are There Any Required Next Steps?
The shift from Dynamics 365 Marketing happened automatically for all users in 2023, but with different implications.
While new customers after August 2023 were automatically placed on the modern Real-Time Journeys platform, existing users kept their current features while gaining new AI capabilities, but must manually migrate outbound marketing assets before the June 2025 retirement.
Key automatic changes included the December 2024 removal of social posting tools and the platform rebranding, while manual actions are required to adopt new features and transition legacy campaigns.
Common Challenges
Addressed by Customer
Insights
As a modern marketer, the pressure to deliver personalized experiences is greater than ever - all while juggling disconnected data, tightening budgets, and changing regulations.
Customer Insights - Journeys flips these challenges into opportunities, so that you can make and prove your impact at every stage of your customer's journey.
Fragmented Customer Data
When customer information is fragmented across multiple platforms, creating cohesive experiences becomes impossible. Dynamics 365 Customer Insights – Journeys integrates these data sources into unified customer profiles, enabling truly personalized engagement at scale.
Inefficient Lead Management
Manual lead scoring and inconsistent follow-up procedures delay conversions and miss opportunities. The platform’s AI-driven lead prioritization and automated nurture streams ensure timely, relevant engagement that accelerates pipeline velocity.
Weak Campaign Performance
Generic, untargeted campaigns frequently underdeliver results. Through intelligent segmentation and continuous experimentation capabilities, Customer Insights – Journeys helps optimize content and targeting to maximize marketing ROI.
Evolving Compliance Requirements
Navigating complex privacy regulations like GDPR and CCPA creates operational burdens. The solution’s built-in consent management and compliance safeguards automatically adapt to regulatory changes, reducing risk.
Legacy System Limitations
Basic marketing automation tools often can’t support business growth. With enterprise-grade architecture, Customer Insights – Journeys effortlessly handles expanding contact volumes and sophisticated journey orchestration needs.
Dynamics 365 Customer Insights Core Features
Real-Time Dashboards
Power BI Integration
Natural Language Queries
Change Alerts
Channel Comparison
Predictive Modeling
Multi-Channel Campaigns
Trigger-Based Activation
Conditional Branching
Timezone Optimization
Copilot Integration
Pause/Resume Function
Smart Email Builder
A/B Testing
Event Management
Behavioral Automation
Landing Pages
Lead Routing
Dynamic Segmentation
AI Scoring
Template Library
Psychographic Insights
Compliance Tools
Cross-Platform Sync
Predictive Analytics
Benchmark Comparisons
Customer Behavior Analysis
Deal Progress Insights
Emotional Analysis
Alert Notifications
The Benefits of Dynamics 365
Customer Insights - Journeys
Dynamics 365 Customer Insights - Journeys extends beyond traditional marketing automation to power intelligent engagement across the entire customer lifecycle.
By unifying data with AI-driven insights, organizations can now design trigger-based journeys that span marketing, sales, and service touchpoints—transforming how teams acquire, nurture, and retain customers at scale.
360° Customer Understanding
Gain a unified view of every customer by combining transactional data, behavioral insights, and demographic details — so you can personalize interactions with confidence.
AI-Powered Efficiency
Let Copilot automate repetitive tasks like segment creation and email drafting, freeing your team to focus on strategy and creativity.
Frictionless Cross-Channel Engagement
Design seamless customer journeys that automatically adapt across email, SMS, and web—delivering the right message at the right moment.
Proven ROI Optimization
Track revenue impact by campaign with built-in attribution tools, ensuring every marketing dollar drives measurable business results.
Enterprise-Grade Scalability
Support millions of contacts and complex journeys without performance lag, thanks to Microsoft’s secure cloud infrastructure.
Dynamics 365 Customer Insights Pricing
Customer Insights
$1,700
Per User/Month
Power connected customer journeys and campaigns through a single unified data platform.
Customer Insights Attach
$1,000
Per User/Month (Paid Yearly)
Enhance your Microsoft ecosystem with unified customer data that powers seamless journeys and campaigns.
Have Questions About Customer Insights?
Interested in a Customer Insights demo, or just a brief consultation to learn more?
Contact us below and an Avantiico team member will be in touch.
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