Dynamics 365 Customer Insights – Journeys

(formerly Dynamics 365 Marketing)

Transform marketing productivity and performance with Dynamics 365 Customer Insights – Journeys. Harness customer insights to drive engagement across every touchpoint.

Helping you guide personalised marketing experiences

We will support you in maximising value from Dynamics 365 Customer Insights – Journeys, an AI-powered marketing automation solution that unifies customer data and orchestrates personalised cross-channel experiences.

Our consultants will help you develop unified customer profiles, create targeted segments, and set up trigger-based journeys to boost content performance.

We’ll help you accelerate revenue with Customer Insights by improving marketing efficiency, targeting audiences, and driving qualified leads.

Marketing team collaborating using Dynamics 365 Customer Insights

How Dynamics 365 Customer Insights – Journeys Benefits You

Trigger contextual, event-based customer journeys across channels that react instantly to interactions.

Trigger contextual, event-based customer journeys across channels that react instantly to interactions.

Increase team efficiency and focus with AI-assisted marketing tasks and recommendations for faster content creation.

Increase team efficiency and focus with AI-assisted marketing tasks and recommendations for faster content creation.

Quickly build audience segments and journeys and create content using natural language inputs.
Unify relational, behaviour and transactional data to create complete profiles for real-time insights and engage customers with personalised interactions.
Score leads, seamlessly hand off and share analytics to align sales and marketing. Use prebuilt dashboards to track the key metrics for lead generation and qualification.

Transform Campaign Personalisation with Real-Time Journeys

Do outdated tools and disconnected customer data limit your ability to run personalised cross-channel campaigns?

Look no further than Dynamics 365 Customer Insights – Journeys (formerly Dynamics 365 Marketing).

This AI-powered marketing automation solution helps you create a clear picture of every customer to send tailored messages that create personalised experiences.

By unifying organisational data into complete customer profiles, Customer Insights tackles fragmented views.

With real-time signals providing triggers, you can instantly respond to customer actions and spark engagement when it matters the most. Copilot capabilities further accelerate campaign orchestration and content creation with natural language instructions.

Dynamics 365 Customer Insights – Journeys will enable you to execute highly personalised campaigns that drive engagement and revenue efficiently. Embedded analytics provide attribution insights to optimise performance continuously.

Customer Insights redefines how modern marketing teams operate by consolidating tools, unifying data, and applying AI capabilities.

Young male marketer looking away from Dynamics 365 Customer Insights on his laptop

Dynamics 365 Customer Insights Capabilities include:

  • Unified customer profiles
  • Audience segmentation
  • Real-time, event-driven journeys
  • Ready-to-use digital channels
  • Event planning
  • Visual journey designer
  • Lead/account nurturing
  • Custom event triggers
  • Dynamic content personalisation
  • Lead scoring and sales handoff
  • Attribution and campaign analytics
  • Natural language inputs
  • Contextual AI recommendations
  • Consent and preference management
  • Brand and business unit support
  • Native Dynamics 365 integration
  • Landing page templates
  • Embedded web forms
  • Predictive insights
  • A/B testing
Unified customer profiles
Audience segmentation
Real-time, event-driven journeys
Ready-to-use digital channels
Event Planning
Visual journey designer
Lead/account nurturing
Custom event triggers
Dynamic content personalisation
Lead scoring and sales handoff
Attribution and campaign analytics
Natural language inputs
Contextual AI recommendations
Consent and preference management
Consent and preference management
Brand and business unit support
Native Dynamics 365 integration
Embedded web forms
Consent and preference management

A/B Split testing

Download Dynamics Customer Insights Guide

Learn about the capabilities of Dynamics 365 Customer Insights and see how ServerSys can help you get started.

Dynamics 365 Customer Insights Guide Thumbnail
Unified customer profiles
Audience segmentation
Real-time, event-driven journeys
Ready-to-use digital channels
Event Planning
Visual journey designer
Lead/account nurturing
Custom event triggers
Dynamic content personalisation
Lead scoring and sales handoff
Attribution and campaign analytics
Natural language inputs
Contextual AI recommendations
Consent and preference management
Consent and preference management
Brand and business unit support
Native Dynamics 365 integration
Embedded web forms
Consent and preference management

A/B Split testing

How we partner with you

At ServerSys, we take a consultative approach to understand your unique marketing needs and configure D365 Customer Insights – Journeys.

Our consultants will provide strategic guidance and hands-on expertise to implement Customer Insights alongside your other Dynamics 365 apps.

We’ll collaborate to apply your branding, support your campaign-building efforts and drive adoption. Our agile approach delivers quick wins, empowering marketers with the knowledge and tools to achieve marketing success.

We don’t just deploy technology but also provide an ongoing partnership to maximise its value to deliver connected customer journeys.

Our Customers Include…

Customer Quotes

“Thanks to ServerSys, we’ve transitioned in a structured and positive way and now have a modern cloud-based solution that is already delivering measurable productivity gains, is highly adaptable and infinitely configurable, and will enable us to harness new technologies like AI in the future.”

Neil Spires, One Toyota Fleet Strategy, Motability & CRM Manager at Toyota (GB) plc.

“Our business has undergone a massive change in an extremely short time frame. But the collaborative and fully accountable approach adopted by ServerSys made the evolution to a new platform painless while helping us drive forward with our new business model.”

Mark Hazelwood, Operations Director, Miworld at Mitie.

“ServerSys restored our faith in IT suppliers and 100% rescued our project. When it comes to technical knowledge and the ability to communicate with and listen to users – they’re in a league of their own.”

Sarah Patrick, Group Marketing Manager at Alchemy Ingredients.

Frequently Asked Questions

How does Customer Insights - Journeys differ from Dynamics 365 Marketing?

Dynamics 365 Customer Insights – Journeys is the new name for Dynamics 365 Marketing. The core difference is focusing on real-time, event-driven journeys rather than traditional scheduled outbound campaigns. New capabilities include AI-powered segmentation and natural language inputs to simplify building journeys, enable faster content creation and provide audience insights.

In what ways does Customer Insights - Journeys personalise experiences?

Customer Insights – Journeys empowers marketers to personalise message content and timing through various features, including dynamic content blocks and event-based triggers.

With dynamic content, marketers can insert personalised values into each message, tailoring it to the recipient’s preferences and attributes. For example, text and images can be adjusted based on customer attributes and actions, making each message relevant and engaging.

Event-based triggers allow these personalised messages to be sent at the right time when a specific action occurs. This could be cart abandonment, clicking an email, or visiting a tracked web page. By combining dynamic content with real-time triggers, Customer Insights – Journeys helps create highly personalised customer experiences that prompt engagement and drive results.

What are the AI capabilities of Customer Insights?

Customer Insights – Journeys use artificial intelligence in numerous ways to enhance marketing productivity. Built-in Copilot features enable marketers to apply natural language to streamline repetitive tasks like creating journeys, building segments and generating campaign content. Copilot simplifies these processes by providing AI-powered drafts and recommendations. For example, marketers can describe their target audience, and Copilot will suggest segment rules.

Additionally, Copilot helps optimise channel selection and content performance through A/B testing and experimentation. It provides guidance on which campaign elements resonate best with each audience. Copilot can rewrite content, adjust tone of voice, and even apply branding based on a company’s website, which saves significant time.

Using AI to assist with mundane tasks, Customer Insights – Journeys allows marketers to concentrate their time on high-value strategy and personalisation, thereby increasing productivity.

How does Dynamics 365 Sales integrate with Customer Insights?

By using the same platform, Customer Insights – Journeys ensures seamless integration with Dynamics 365 Sales, which helps to align marketing and sales teams.

As marketing nurtures leads, sales-ready prospects can be automatically passed on to sales representatives at the right time. Lead scoring uses metrics such as engagement, profile attributes, and behaviours to determine sales readiness based on agreed-upon criteria.

A shared view of the pipeline offers visibility into the progression of lead stages. Sales representatives can also use unified customer profiles and insights to inform their interactions and sell more effectively.

How can ServerSys help me get started with Customer Insights?
Our team is here to help you quickly get started with Customer Insights – Journeys, allowing you to achieve early results.

We begin by taking a consultative approach to understand your marketing needs, goals, and challenges fully. From there, we handle the setup and configuration using best practices developed from previous deployments. If needed, we can also assist with migrating your data into Dynamics 365 or integrating other systems to access new data.

Using the new system, we will work closely with you as you build your segments, journeys, and campaign content. Throughout your launch and beyond, our support is available to enhance the use of Customer Insights – Journeys and ensure that you realise ongoing value.

Our partnership will provide you with the launch framework, Microsoft product expertise, and customer success focus to accelerate your success.

How is Customer Insights - Journeys licenced?

Dynamics 365 Customer Insights is licensed per tenant and includes access to the Customer Insights – Journeys and Customer Insights – Data applications.

The license includes default capacity for 10,000 Interacted People in Customer Insights – Journeys per tenant/month and 100,000 Unified People in Customer Insights – Data per tenant/month. Capacity for four scheduled data refreshes is included.

Interacted People refers to contacts, leads, or profiles interacted with via channels like email or SMS in Customer Insights – Journeys. Unified People refers to unique customer profiles created by unifying data in Customer Insights – Data.

Additional capacity can be purchased as needed for both applications independently. This allows flexibility to scale up the application aligned to your usage needs. The licenses also provide capacity for scheduled data refreshes and environments.

However, purchasing add-on capacity does not increase the number of segments, KPIs, or allowed data refreshes. Please refer to Microsoft licensing documentation for full details on license capacities and add-ons.

How do I migrate from Dynamics 365 Marketing?

If you currently use outbound marketing in Dynamics 365 Marketing, it’s important to note that Microsoft is encouraging all customers to transition to real-time marketing in Customer Insights – Journeys within the next year.

Although outbound marketing will continue to be supported in the short term, the latest innovations and AI capabilities will only be available in Customer Insights – Journeys.

Review the available resources Microsoft provides for real-time marketing transition to get started.

We recommend a gradual transition approach to avoid any disruption. You can start using Customer Insights – Journeys for new campaigns and journeys and, over time, migrate existing assets such as email templates, forms, and segments. Microsoft provides tools to help copy emails and segments, and outbound journeys can be redesigned as trigger-based journeys. Take advantage of the capabilities such as Copilot, which allows you to build journeys, segments, and content quickly.

ServerSys can support you. We offer guidance, training, and transition services to ensure a smooth migration to the real-time marketing capabilities of Customer Insights – Journeys.

How do Customer Insights - Journeys and Customer Insights - Data compare?

Dynamics 365 Customer Insights – Journeys and Customer Insights – Data are two applications now sold together under the same Customer Insights license.

Customer Insights – Journeys enables real-time, personalised marketing campaigns and journeys. It provides email, forms, audience segmentation, and journey orchestration capabilities.

Customer Insights – Data serves as a customer data platform (CDP) to unify data across your organisation into complete customer profiles. This provides a 360-degree customer view to generate insights.

While separate applications, Customer Insights – Journeys and Customer Insights – Data are designed to complement each other. Customer Insights – Journeys uses the unified profiles and segments from Customer Insights – Data to enable highly personalised campaigns. The license offers flexibility to use one or both applications based on individual needs.

Ready to transform your marketing?

Contact ServerSys today to discuss your marketing goals and explore how Customer Insights – Journeys can help you deliver personalised experiences.

Please complete the form below to arrange a callback, and one of our consultants will be in touch as soon as possible.