Plan and prepare for Dynamics 365 Customer Insights - Journeys in 2025 release wave 1

Important

The 2025 release wave 1 plan covers all new functionalities planned for release from April 2025 to September 2025. In this article, you see 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 expect each interaction to surpass the previous one. This expectation means you need to continuously improve and refine your approach based on evolving customer needs. Engage customers on the most relevant channel while acknowledging their uniqueness. Always respect their preferences and privacy.

In this release, we focus on three key areas:

Copilot and AI innovation: With this release, Copilot introduces new communication channels that enable innovative customer engagement. These channels offer new opportunities and scenarios for your business. From addressing customer inquiries swiftly to delivering more personalized experiences, you can unlock new engagement channels and drive better business outcomes.

Moments that matters: We bring advanced orchestration capabilities to uplevel your customer journeys. So, each of your interactions is not only timely but also empathetic, acknowledging and valuing the unique experiences and needs of each customer. This approach enables you to build deeper connections, encouraging long-term relationships and customer satisfaction.

Unify sales and marketing: We unify sales and marketing by turbocharging lead generation with new forms and event management capabilities so you can attract and engage potential customers more effectively. Our solution enables you to generate, capture, and nurture high-quality leads with greater efficiency, seamlessly handing them over to sales to close deals and drive business growth.

Our goal is to empower your teams to create seamless and cohesive customer journeys across channels, where each touchpoint enhances the overall experience, strengthens the relationship with your customers, and ultimately drives business success.

For official product documentation and training for Dynamics 365 Customer Insights - Journeys, see: Customer Insights - Journeys overview | Microsoft Learn

Updates to Dynamics 365 Customer Insights - Journeys 2025 release wave 1

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 during this release wave, see the following release plan for Dynamics 365 Customer Insights - Journeys:

Check out the release plan

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.