Microsoft have just announced their plans for their second wave of updates to D365 Customer Insights – Journeys.

Luckily enough, these are background updates and additional features, meaning the only thing you need to do is kick back and read this article to understand all the new and exciting features that will soon be ready and available for you to begin to use.

We’ll be covering all the updates that are in the pipeline from Microsoft, as well as touching on a few points that have been added already that you may have missed. These updates are designed to extend the existing functionality, save you time and make working within Dynamics even easier than before.

As the Wave 2 updates will be released slowly over a six month period, below we’ve categorised the updates so you can see what’s currently available (try now) what’s in the pipeline to be released in the near future (coming soon) and what’s scheduled for a little later on in the year (planned) so you can get a grasp on what updates you will be seeing first, and what you will have to wait a little longer to get your hands on.

Try Now

• Copilot for Campaigns – save countless hours by having Copilot draft your campaigns based off goals you’ve defined.
• Customer Journey Insights – Understand Customer Inflows and exits with improved journey insights. You’ll also be able to see the list of customers who entered and exited each step in the journey

Planned

• Use Segments To Decide Which Path A Customer Should Take – Take control over your customer experience by waiting for them to become a member of a segment before continuing to the next steps in a journey.
• Boost Customer Confidence With Branded Content Links – Links are the gateway between landing pages, offers and content. You can now customise your links to show your brand and improve recognition and campaign performance.
• Build & Test Journeys Before Deploying To Production – You can now use the Power Platform & Applications Lifecycle Management (ALM) to provide the ability to move assets between organizations with precision, efficiency and minimal manual intervention.  
• Collect Extra Customer Data Without Customer Attributes – You can now create fields to ask any question directly in the form editor with no need to create new custom attributes for your lead or contact entity.
• Enable Customers To Find And Sign Up For Events Easily – The new events portal allows you to create a comprehensive hub to access all the specific details about each event that is being ran.
• Form Prefill Simplifies Form Filling And Event Sign-up – This removes the need to require basic details from the user. This can not only reduce the registration process but allows you to focus on collecting more in-depth customer information over time.
• Get Insights On Email Engagement With Heatmap Analytics – Get real-time insights on how your audience engages with your email content to allow you to impact and better your conversion rates.
• Personalize customer messages based on web interactions – track and leverage your customers’ online behaviour. By tracking additional customer data, you can get an insight and measure your campaign effectiveness.
• Boost Wins With Better Lead Scoring And Qualifying Criteria – Scoring models helps you effectively pass off leads to sales, knowing how they interact with your organization. You can also match other criteria set in your Ideal Customer Profile (ICP) for their “intent to buy” “recency” and “engagement”
• Create Brand-Consistent Emails With Templates and Copilot – Using this Copilot will be able to additionally use your templates to generate customized email suggestions that match your brand identity.
• Create Journeys By Using Copilot To Describe Them – Simply use Copilot to describe the journey you want, and allow AI to build it for you.
• Tailor Copilot To Your Business With Custom Tables – Suggestions can be tailored to your business such as segments, content, journeys and much more.
• Take Campaigns From Concept to Launch Using Copilot – Save countless hours by leveraging Copilot to create a connected solution to meet your end goals.
• Orchestrate Journeys Using Any Marketing Interaction – Instantly tailor your strategies based on your customers interactions to ensure the right messaging hits the right place, at the right time.
• Understand Customer Inflows And Exits at Every Journey Step – With improved analytics you’ll gain confidence in every step of your journey with increased ability to export data.

So What Does This All Mean For My Organization?

Well, it means that there are going to be minor tweaks to the abilities that sit within Customer Insights Journeys and changes to the scope of what’s possible in a given time frame.

You’ll obviously have seen a heavy focus on Copilot, reducing time and increasing efficiency, allowing you to continue spinning the rest of the plates while saving time on your marketing efforts.  

These updates mean to you, different things depending on how you approach them.

To take on board Copilot, and work with it and evolve the way you work, time saving could be only the tip of the iceberg. However, obviously if you do not use some of the new features, not much will change except a few extra buttons on your screen.

If you’ve any questions on how this will impact your organisation, or perhaps would like a demonstration on how to best use some of the new features, then please feel free to get in touch.