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Important
The 2024 release wave 2 plan covers all new functionalities planned for release from October 2024 to March 2025. In this article, you find the product overview and what's new and planned for Dynamics 365 Customer Insights - Journeys.
Overview
Dynamics 365 Customer Insights - Journeys brings together the worlds of customer experience, generative AI, and marketing automation. It empowers businesses to orchestrate end-to-end, personalized journeys across all touchpoints to strengthen relationships and earn loyalty.
Customers demand digital and in-person experiences throughout the purchase journey. They expect seamless, exceptional, and personalized experiences at every touchpoint. To meet these expectations, businesses need to analyze a large amount of data to gain a deep understanding of customers. They need robust alignment between sales and marketing, and the ability to orchestrate personalized journeys across the customer lifecycle.
In this release, we focus on three key areas:
Generative AI and Copilot: We're not just enhancing your workflow, we're reinventing it. By combining productivity and creativity with an AI-first interface that truly grasps the nuances of your business, we're setting the stage for a new era of efficiency. With just a simple project brief, Copilot generates a campaign that mirrors your vision and can be further refined and launched. Copilot now works the way you do, as it understands your custom tables, fields, and email templates, and can generate suggestions based on them. Copilot generates email suggestions based on your brand identity and layout preferences.
Engaging customers in moments that matter: New features help you enhance customer interaction and operational workflows, facilitate efficient event management, ensure timely communication, enable seamless journey deployment, and improve email engagement with insightful analytics and customizable content. With these features, you can boost efficiency and engagement with your customers in the moments that matter.
Unifying sales and marketing: We continue to break down data silos between your departments to streamline customer data collection and enhance lead scoring. This approach increases win rates by addressing leads when they're most likely to buy.
Our goal is to equip you with an unparalleled suite of tools to enhance your productivity in delivering great customer experiences. We want to empower you to understand your customers deeply, reach out to them in innovative ways, and consistently refine your journeys for optimal results. With these tools, you can boost your performance to new heights.
For official product documentation and training for Dynamics 365 Customer Insights, go to: Customer Insights - Journeys overview
Updates to Dynamics 365 Customer Insights - Journeys 2024 release wave 2
Investment areas
Copilot and Agents
Boost your productivity by harnessing the power of generative AI. As your daily assistants, Copilot and agents in Customer Insights enable organizations to rapidly launch personalized, high-impact customer experiences, leading to better business outcomes.
Moments that matter
Understand your customers’ expectations, unlock new scenarios, and identify the most effective channels and touchpoints to trigger interactions that successfully engage customers in the moments that matter.
Unify sales and marketing
Bring your sales and marketing teams closer so they can stop working in silos, eliminate execution gaps, and remove redundancies by collaborating to effectively drive more revenue together.
To learn more about the capabilities delivered in this release wave, see the following release plan for Dynamics 365 Customer Insights - Journeys:
For application administrators
User-impacting features to the user experience enabled automatically
Application administrators should review user-impacting features. This review process helps manage release changes and supports successful onboarding of new capabilities. For the complete list, see all features tagged "Users, automatically" in the release plan.
Features that application administrators must enable
This release wave contains features that administrators, makers, or business analysts must enable or configure for their users. For the complete list, see all features tagged "Users by admins, makers, or analysts" in the release plan.
Get the most out of Customer Insights - Journeys
| Helpful links | Description |
|---|---|
| Release plan | View all capabilities included in the release. |
| Licensing | Learn how to license Customer Insights - Journeys. |
| Product documentation | Find documentation for Customer Insights - Journeys. |
| User community | Engage with Customer Insights - Journeys experts and peers in the community. |
| Upcoming events | Find and register for in-person and online events. |
| Product trials | Get started with Customer Insights - Journeys. |