June 2, 2025
Modern customers expect companies to understand their needs across all channels - a staggering 75% of them. Companies must go beyond simple requirements to create tailored experiences that strike a chord with each customer.
Microsoft Dynamics 365 Customer Insights has shown remarkable results in business transformation by offering a detailed view of customer interactions. Companies that implement customer insights AI have boosted their marketing ROI by up to 40%. The platform helps businesses reduce their experience build time by 75% and cut outreach and coverage time by 25%. These improvements explain Gartner's prediction that customer experience solutions will account for half of all CRM sales by 2026.
Learn how these tools can help you understand what your customers actually want. We'll share practical ways to look at your customer data and respond to their needs in the moment, helping you build relationships that last because they're based on real understanding rather than guesswork.
Customer Segmentation and Targeting
Customer segmentation helps businesses understand their customers better and target them effectively. D365 Customer Insights lets companies group customers by specific traits. This targeted approach substantially improves marketing ROI.
Three powerful segmentation approaches form the basis of customer experience insights:
Demographic segmentation splits audiences based on measurable traits like age, gender, income, and education. The products we buy and our spending patterns often associate directly with demographic factors, which makes this approach work well.
Behavioral segmentation groups customers by their actions and decisions, including purchase history, usage patterns, and brand loyalty. Companies can learn about why customers make certain choices through this method. It reveals patterns that basic demographic data might not show.
Predictive segmentation uses AI and machine learning to forecast what customers might do next. The predictive models keep learning from new information and become more accurate over time, unlike traditional methods. Dynamics 365 Customer Insights comes with built-in predictive features that measure:
- Customer lifetime value (CLV)
- Subscription and transactional churn risk
- Purchasing propensity
- Sentiment analysis
Dynamics 365 Customer Insight's dynamic segments update automatically when customer data changes. Your marketing campaigns will always reach the right audience with relevant messages through this live updating capability.
Building segments in Customer Insights - Journeys doesn't require complex data knowledge. You can create segments that target contacts, leads, or unified customer profiles. The system lets you see estimated segment size before you finalize it. You can also add data from related tables to make your segment definitions better and use customer measures from Customer Insights - Data when targeting unified profiles.
Copilot in Dynamics 365 Marketing brings a new approach to segmentation through natural language processing. Marketing teams can describe their target audience to Copilot, and it builds, reviews, and changes customer segments based on that input. These changes will reflect in Dynamics 365 Customer Insight immediately for analysis.
Query Assist, another AI-powered tool, understands what marketers want to achieve. It verifies outcomes and makes segment creation easier. Teams can quickly find high-value prospects based on advanced metrics that show up right on their working page.
The AI-enhanced segmentation features deliver timely, relevant experiences based on recent interactions for both known and anonymous users. Each customer gets messages that match their specific stage, which substantially boosts engagement across all touchpoints.
Designing Personalized Journeys with Dynamics 365
Creating effective customer interactions goes beyond understanding audience segments. Dynamics 365 Customer Insights - Journeys gives businesses the ability to design interactive, multi-channel experiences that respond to customer behaviors meaningfully.
Dynamics 365 Customer Insights provides two distinct journey types with different strategic purposes.
Trigger-based journeys respond instantly to customer actions like form submissions, purchases, or app interactions. This enables immediate engagement at crucial moments. These journeys help capture customer interest and turn it into sales opportunities quickly.
Segment-based journeys (scheduled journeys) focus on specific customer groups that share common traits. They work best for planned campaigns such as announcements or nurture sequences. Unlike trigger-based journeys, these target entire segments at once based on preset schedules.
Multi-channel communication: email, SMS, push
Today's customers need continuous connection through their preferred channels. Dynamics 365 Customer Insights - Journeys helps organizations coordinate conversations through:
- Email messages with customized content
- Text messages (SMS) for quick notifications
- Push notifications sent directly to mobile app users
The platform combines these channels into unified trips. It automatically picks the most effective next step and channel for each customer. This multi-channel approach helps your message reach customers on platforms they prefer, which boosts engagement at all touchpoints.
Journey templates make campaign creation simpler by offering pre-designed frameworks for common customer journey patterns. Teams can save successful trips as templates with clear names. This helps anyone apply proven strategies easily.
Dynamics 365's A/B testing features let marketers compare different approaches to optimize journey effectiveness:
- Test various channel strategies or content versions
- Split audiences between versions (usually 50/50)
- Choose winning metrics (clicks, opens, or goal completions)
- Find statistically significant winners automatically
Every successful customer trip aims to encourage specific behaviors. Dynamics 365 Customer Insights lets teams set measurable journey goals for these objectives. The platform can track targets as counts or percentages for engagement, satisfaction, onboarding progress, or purchases.
Setting clear goals provides ongoing measurement of journey success. Teams can improve their approach steadily to reach targets efficiently. This data helps optimize A/B tests and channel choices, creating a cycle of continuous improvement that builds better customer journey insights.
Tailored emails and interactive forms play a crucial role in your customer trip strategy. These tools directly affect engagement and conversion rates. Simple communications become meaningful conversations with the right implementation.
Dynamics 365 Customer Insights' Copilot changes how we create emails through AI-generated suggestions that make messages clear and compelling. You can draft responses based on specific prompts like "suggest a call" or "request more information". Tailored emails have boosted click rates by 139% compared to standard one-time sends. Copilot picks suitable email templates based on your prompt and context. This lets you build relationships instead of spending time on copywriting.
Form capture lets you combine your web forms with Dynamics 365 Customer Insights without rebuilding them. Your website forms connect directly to Dynamics 365, which centralizes all submissions in your database. You can see submissions in Customer Insights and start trips based on form completions. Managing consent priorities remains simple while you keep your form logic and design intact.
Brand profiles help create consistent content for multiple brands. They store visual elements, sender details, and social links in templates you can reuse. These profiles let you set default senders, add social media links, and create theme elements that apply to all draft content. Dynamic fields in emails update based on recipient data. Subject lines with personal touches have increased open rates by 26%.
Dynamics 365 Customer Insights' preview and testing tools ensure your campaigns look great on all devices. Standard previews work for different form factors while advanced inbox previews show real-life rendering in email clients. You can schedule emails to reach customers at their best times based on time zones and working hours. Test sends verify that personalization elements work right. This ensures each customer gets the unique experience you designed.
Analyzing and Optimizing with Customer Journey Insights
Measuring effectiveness becomes essential after implementing tailored customer trips. Reliable analytics provide significant insights into successful strategies and areas that need improvement. Companies have seen increased revenue by 80% through live data analytics.
Dynamics 365 Customer Insights' built-in total channel analytics dashboard shows significant metrics for all trips and channels. Key performance indicators include:
- Channel Open Rate: The percentage of unique emails/push notifications opened
- Channel Click-Through Rate: The percentage of communications with link clicks
- Delivery Rate: The number of messages successfully delivered
Contact insights give a complete view of how people participate in your trips. This helps you learn about audience behavior for each customer profile.
UTM (Urchin Tracking Module) codes help marketers track digital marketing effectiveness. These codes identify which trips bring traffic and conversions. Dynamic’s 365 automatically adds UTM parameters to links in your emails and SMS messages when enabled.
Power BI integration lets you create custom analytics reports with downloadable templates. The templates connect to profile data from your organizational database and interaction data from your marketing-insights service database.
Live analytics enable marketers to monitor campaign performance instantly. This includes email opens, clicks, and form submissions. Organizations that make use of information have reduced churn rates by 15% and increased sales by 20%.
Dynamics 365's operational analytics focus on speed for monitoring. You can understand why customers leave trips before completion.
Examples of customer trip insights in action
Take an abandoned cart scenario as an example: UTM codes in retargeting trips track campaign elements that bring customers back to complete purchases. Google Analytics shows which sources drive traffic and which trip content (utm_content) works best.
AI-driven insights help businesses adjust marketing strategies dynamically. This results in a 15-20% increase in marketing ROI. Live capabilities let companies respond quickly to changing customer needs and create adaptive experiences.
Personalized customer trips are now a vital element of business success in the digital world. This piece shows how Dynamics 365 Customer Insights changes customer relationships through advanced segmentation, AI-powered targeting, and multi-channel involvement strategies. The results speak for themselves - companies see their marketing ROI jump by 40% and trip build time drop by 75%.
Dynamics 365's strength comes from bringing customer data together across touchpoints and making it practical. Customer expectations change faster each day. Companies that use live analytics can adapt quickly too. Those who take this personalized approach gain big advantages. Many organizations see their marketing effectiveness rise by 15-20%.
Modern customers expect personalized experiences. AI-driven insights, dynamic segmentation, and cross-channel orchestration create meaningful interactions at every step of the customer's trip. This helps businesses build stronger relationships and improve how they work.
Companies that become skilled at these personalized trips will lead the future of customer involvement. These tools and strategies show you how to make your customer experience truly personal. Your customers want you to know their needs. Dynamics 365 Customer Insights helps you deliver beyond those expectations for all your customers.
As customer expectations evolve in the digital landscape, Long View Systems empowers organizations to create personalized customer journeys through the advanced capabilities of Microsoft Dynamics 365 Customer Insights. With proven expertise in AI-driven segmentation, multi-channel orchestration, and customer analytics, Long View helps businesses build tailored experiences that resonate with each individual customer. From implementing predictive segmentation that forecasts customer behavior to deploying trigger-based journeys that respond instantly to customer actions, Long View transforms fragmented customer touchpoints into cohesive, personalized experiences.
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