Customer Insights Journeys or D365 Marketing? All Change
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Dynamics 365
Aug 4, 2023 2:00 PM

Customer Insights Journeys or D365 Marketing? All Change

by HubSite 365 about Megan V. Walker [MVP]

Microsoft Business Applications MVP - Providing Power Platform solutions and guidance

Citizen DeveloperDynamics 365Learning Selection

Last week was a bit of a mind bend. Changes all over the place, and I’ve taken a bit of time to let things marinate, and put together my thoughts on an announce

Last week, Microsoft announced a significant change to their marketing offering, shifting from D365 Marketing to Customer Insights Journeys. The change is considerable, necessitating a period of adjustment and reflection. The following interpretation is based on information currently available from Microsoft and is subject to updates.

  • In their most recent announcement, Microsoft explained their plan to consolidate Dynamics 365 Customer Insights and Dynamics 365 Marketing. The united entity will continue as Dynamics 365 Customer Insights but will split into two apps:
    • Customer Insights Data (formerly known as Dynamics 365 Customer Insights) aims to provide businesses with a unified, real-time, 360-degree view of their customers.
    • Customer Insights Journeys (formerly known as Dynamics 365 Marketing).

Additional information about this change can be found here.

  • While not entirely accurate, businesses should consider prioritizing their transition to using Realtime Marketing only. 

More in-depth look at the Main Topic

The name change signifies a shift towards a customer-centric framework. Microsoft is restructuring the Customer Insights and Marketing functionalities into two new apps. The first, Customer Insights Data, provides companies access to a comprehensive profile of their customers. The second, Customer Insights Journeys, deals with marketing strategies. This reinforces Microsoft's commitment to help businesses have a deeper understanding of their customers, enabling them to deliver personalized experiences. The removal of outbound marketing suggests a point of evolution, giving way to Realtime Marketing practices. Overall, the changes mark a significant progression in Microsoft's marketing offering.

Read the full article Customer Insights Journeys or D365 Marketing? All Change

Learn about Customer Insights Journeys or D365 Marketing? All Change

Microsoft has recently announced a change from D365 Marketing to Customer Insights Journeys. This change will affect the way businesses use marketing, in that Dynamics 365 Customer Insights will be split into two apps: Customer Insights – Data and Customer Insights – Journeys. Customers will be able to build a unified, real-time 360-degree profile of their customers, and use the real-time marketing to transform their customer experience. However, this change does not mean businesses should completely stop their outbound marketing; they should instead reconsider the urgency and timeline at which they move over to using Realtime Marketing only. The transition to real-time marketing will be completed on September 1, 2023.

Businesses should also be aware that there are additional changes coming with this transition. The customer data platform will be designed to be more open and extensible, allowing customers to create more comprehensive customer profiles and use more data sources. It will also be more flexible, allowing businesses to customize their customer experience even further. Additionally, the new customer insights journeys will be powered by machine learning and help businesses create personalized customer experiences.

In order to take advantage of the changes coming with Customer Insights Journeys, businesses should begin to familiarize themselves with the new tools and features. This will include learning how to use the customer data platform, understanding how to create more comprehensive customer profiles, and mastering how to create personalized experiences for their customers. Businesses should also make sure they are prepared to use the real-time marketing tools, as this will be essential for creating successful customer experiences.


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