Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Important
The outbound marketing module will be removed from Customer Insights - Journeys on June 30, 2025. To avoid interruptions, transition to real-time journeys before this date. More information: Transition overview
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:
- Engage customers in real time
- With trigger-based customer journeys using email, text message, or push notification channels, organizations can trigger customer journeys in real time, pick the right channel for each individual, and react to customer-led actions in the moments that matter.
- Win customers and earn loyalty faster
- Working across all customer touchpoints, real-time customer journeys are truly an end-to-end experience.
- Personalize customer experiences with AI
- Turn insights into relevant action with AI-driven recommendations for content, channels, and analytics.
- Customer Insights - Data segment and profile integration allows organizations to seamlessly leverage the deep customer understanding in Customer Insights - Data.
- Grow with a unified, adaptable platform
- Easily customize and connect with tools you already use.
- Efficiently manage compliance requirements and accessibility guidelines.
How to engage with customers in Customer Insights - Journeys
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. Learn more about segments:
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. Learn more about channels:
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. Learn more about journeys: