Introduced at Microsoft Inspire 2023, Dynamics 365 Customer Insights combines advanced customer data platform (CDP) features with journey orchestration capabilities. First launched in September 2023, this solution has been improved with new features and Copilot functionalities, making it even more effective in boosting team productivity, encouraging creativity, and addressing data silos.
This guide provides a detailed look at Dynamics 365 Customer Insights, its key features, and how it can be used to improve customer engagement.
Dynamics 365 Customer Insights stands as Microsoft’s premier enterprise customer data platform, designed to integrate and unify various applications. This platform combines data from Dynamics 365 Marketing, Sales, Commerce, Customer Service, and Customer Voice into a cohesive system, offering a comprehensive, end-to-end view of the customer journey across multiple channels. This comprehensive view empowers businesses to gain a deeper understanding of their customers’ interactions and preferences, putting them in control of their engagement strategies.
1. Social Engagement Program
Dynamics 365 Customer Insights integrates an advanced Social Engagement Program, also known as Social Listening, which leverages Azure Deep Learning to analyse over 150 million social conversations each year. This program helps businesses effectively acquire and nurture leads by identifying key patterns and trends in unstructured social data. By understanding customer sentiments and behaviours from social media, companies can enhance their engagement strategies, tailor their messaging, and ultimately drive more meaningful interactions with prospects and customers.
2. Artificial Intelligence
The platform is equipped with advanced analytics and AI capabilities that improve its functionality. Built-in analytics tools allow businesses to interpret customer data effectively, providing valuable insights into audience behaviour and engagement patterns. These insights are crucial for identifying trends, optimising marketing strategies, and improving customer interactions. The AI features further amplify these benefits by offering predictive analytics, personalised recommendations, and automated processes that connect sales and marketing efforts seamlessly.
3. Machine Intelligence
Dynamics 365 Customer Insights uses machine learning to optimise the timing and content of customer communications. By analysing historical data and patterns, the platform determines the best messages to send and the optimal times to send them. This data-driven insight helps improve engagement by ensuring that messages are relevant and timely, thus increasing the likelihood of positive customer responses and interactions.
4. Collaboration Tools
The platform features robust collaboration tools designed to streamline business operations. Integrated workflows, document-sharing capabilities, and seamless Microsoft Teams integration enable team members to work together effectively, regardless of location. These tools ensure that all team members are on the same page and informed about the customer journey, facilitating smoother operations and more efficient task completion, even in remote work environments.
5. Predictive Forecasting
Dynamics 365 Customer Insights includes predictive forecasting capabilities that help prioritise business activities by anticipating customer intent and potential risks. Using machine learning templates, the platform predicts key customer behaviours, such as the likelihood of purchase or risk of churn. This foresight allows businesses to allocate resources more effectively and focus on high-impact activities, making them feel prepared and proactive in their customer engagement.
6. Event-Based Orchestration
The platform supports event-based orchestration, which automates the triggering of customer journeys and real-time responses based on specific customer actions. For example, interactions can be triggered when a customer connects to in-store Wi-Fi or visits a website. This capability ensures that communications are timely and relevant, whether through email, SMS, or push notifications, helping to convert prospects into customers by engaging them through their preferred channels.
7. Hyper-Personalisation
Using AI and machine learning, Dynamics 365 Customer Insights excels in hyper-personalisation. It analyses customer history and inferred interests to provide highly personalised product recommendations and text. This level of personalisation improves customer relationships by showing a nuanced understanding of their needs and preferences, thereby improving overall engagement and satisfaction.
8. Meaningful Analytics
The platform provides comprehensive analytics by compiling and analysing transactional, behavioural, and demographic data. This holistic view of customer interactions allows businesses to understand customer behaviour and preferences clearly. With this insight, organisations can make informed decisions on the best next steps to take, optimising their strategies and improving overall customer engagement.
9. Omnichannel Engagement
Dynamics 365 Customer Insights supports engagement across multiple channels, including mobile, web, and in-store interactions. The platform ensures that customer data is integrated across all these touchpoints, removing data silos and enabling a cohesive customer experience. This omnichannel approach facilitates consistent communication and helps businesses connect with customers through their preferred channels, improving the overall customer journey.
10. Power BI Integration
The platform integrates with Power BI to offer customisable dashboards and reports. This integration enables businesses to make data-driven decisions easily, leveraging powerful visualisations and analytics. Power BI dashboards can be tailored to track key performance indicators, accelerate growth, and improve customer acquisition and satisfaction. Dynamics 365 Customer Insights leverages the Microsoft Power Platform to drive innovation through custom app development and workflow automation.
These benefits highlight how Dynamics 365 Customer Insights can transform customer engagement by offering advanced tools and insights that improve personalisations, operational efficiency, and strategic decision-making.
Ready to elevate your customer engagement strategies with Dynamics 365 Customer Insights? Our team at Spanish Point is here to help you harness the power of cutting-edge technology and ensure you’re fully equipped to deliver exceptional customer experiences.
