Dynamics 365 Customer Insights
Turn data into intelligence and create personalized engagement across every touchpoint of the customer journey.
Dynamics 365 Customer Insights — the AI-powered platform that unifies data and drives meaningful, personalized experiences. By connecting data from multiple systems, Customer Insights provides a complete 360° view of each customer, enabling marketing, sales, and service teams to act on real-time insights. Combined with Customer Insights – Journeys (formerly Dynamics 365 Marketing), organizations can deliver targeted, multichannel campaigns that engage the right audience at the right time with the right message.
Unified Customer Data Platform
Dynamics 365 Customer Insights serves as a centralized hub for all customer data — connecting information from CRM, ERP, web, social, and third-party sources to create a single, unified customer profile. AI-powered identity resolution and data enrichment ensure every interaction is accurate, timely, and personalized. With this holistic view, teams can understand behavior, predict needs, and engage customers based on real-time signals rather than assumptions.
Customer Journeys & Marketing Automation
Deliver Personalized Journeys That Inspire Action
With Dynamics 365 Customer Insights – Journeys, organizations can design, automate, and measure customer journeys across email, SMS, social, and events — all from a unified platform. Using real-time data and behavioral triggers, marketers can engage customers with personalized content and dynamic campaigns tailored to their interests and lifecycle stage. Built-in automation streamlines lead nurturing and event orchestration, while drag-and-drop journey design empowers marketing teams to move faster without IT dependency.
Real-Time Personalization
Engage Customers in the Moment
Customer Insights enables organizations to deliver real-time, contextually relevant experiences across digital channels, ensuring every message, offer, or recommendation reflects the customer’s current intent. Dynamic segmentation and trigger-based engagement allow marketers to react instantly to behaviors such as purchases, inquiries, or website visits. Combined with AI-driven recommendations, Customer Insights ensures that every interaction is timely, relevant, and value-driven.
Dynamics 365 Customer Insights Delivers More
AI & Predictive Intelligence
Anticipate Needs and Deliver Proactive Engagements
Through advanced AI and machine learning, Dynamics 365 Customer Insights analyzes behavioral, transactional, and demographic data to surface actionable insights. Predictive scoring models help identify high-value customers, forecast churn, and recommend next-best actions to optimize engagement and retention. Integrated Copilot capabilities empower marketers and sales teams with AI-generated content, campaign suggestions, and performance insights in real time.
Data-Driven Marketing & Analytics
Transform Data into Measurable Growth
Integrated Power BI dashboards and analytics tools provide deep visibility into campaign performance, customer engagement, and marketing ROI. Organizations can easily track KPIs, identify top-performing segments, and refine strategies based on real-time data. With AI-powered insights, marketers can test, optimize, and scale campaigns that deliver measurable impact.
Unify Marketing, Sales, and Service Around the Customer
Customer Insights integrates seamlessly with Dynamics 365 Sales, Customer Service, and the Power Platform to deliver a single, connected experience across the entire customer lifecycle. Data flows effortlessly between departments, enabling shared visibility, consistent messaging, and unified performance tracking. This connected approach ensures that every touchpoint — from the first marketing interaction to post-sale service — is informed, personalized, and cohesive.
Security & Compliance
Dynamics 365 Customer Insights is built on the secure Microsoft Azure foundation, ensuring compliance with global standards such as GDPR, ISO 27001, and SOC 2. Advanced encryption, consent management, and data governance capabilities protect sensitive customer information and ensure ethical data use.