Microsoft Dynamics 365 Customer Insights – Journeys

Microsoft Dynamics 365 Customer Insights – Journeys is a comprehensive, modern marketing solution that focuses on personalized customer experience and provides exceptionally deep and versatile interaction with potential customers. Enables the marketing team to track prospective response to marketing initiatives and drive their actions in real time, creating trigger paths that reach and influence prospects across multiple engagement channels. Allows you to easily receive detailed and visual analytical reports, understand how exactly the purchase decision is made and find out which of the marketing activities involved works best.

MD 365 Customer Insights – Journeys is a platform that aggregates customer data and allows marketers to discover new opportunities to provide a personalized experience with customers in real time.

Implementation of Dynamics 365 Customer Insights – Journeys enables:

  • Build long-term personalized relationships with clients

The marketing department can find and attract more new potential customers due to an omnichannel approach to interacting with the market. Seamless integration with the processes of digital telephony, chatbots, social networks, various product and customer portals, corporate sites allow easily qualify potential customers, build continuous communication with them, anticipate their expectations, and significantly increase the customer conversation rate.

  • Receive information in real time

Thanks to built-in, aggregated sales and marketing analytics, the system allows you to make decisions based on data received in real time. Analytical reports for analyzing the effectiveness of marketing activities are intuitive, and visual monitoring panels that track the actions, performance and results of the marketing department allows the top managers of the company to make weighted, reasoned, data-based management decisions.

  • Easy to scale and adapt business to new realities

A flexible, innovative, modern platform allows easily configure and expand the geography of sales, connect new employees, new teams, new offices, and countries to work in the system, add various marketing channels, integrate solutions with other systems, easily create and deploy mobile and web applications anywhere in the world.

  • Significantly increase the conversion rate

Coordinated work of the marketing and sales departments ensures smooth exchange of information and data, helps to identify the most promising channels and tools of communication with the market. This leads to an increase in the conversion rate, allows you to create an effective sales funnel, select the “hottest” leads among all work with them first, keeping other potential customers in a state of active waiting.

  • Using a wide range of sources

Using a wide range of data sources and further combining information to create personal interfaces, companies get a complete picture of the client base. Users can independently modify or manage the data sources they receive using Microsoft Azure Custom Data Services.

Advantages of Dynamics 365 Customer Insights – Journeys

  • Campaigns and workflow automation of the marketing department
  • Efficiency of work with clients
  • Service Personalization
  • Reduction of customer churn
  • Information security
  • Usage in any industry

Dynamics 365 Customer Insights – Journeys is not just a tool for marketers. Using artificial intelligence and natural language, business users can create trigger paths that reach customers across multiple touchpoints, strengthening relationships with prospects through sales and support.



Customize customer journeys in real-time and use Copilot to discover new insights, create audience segments and personalized content.



Empower salespeople by driving leads in real-time, delivering personalized interactions with AI-powered predictions and recommendations.


Service (customer support)

Identify customer pain points and provide support professionals with detailed customer profiles to resolve their issues faster.

Functionality of Microsoft Dynamics 365 Customer Insights – Journeys
Real-time marketing
Allows quickly and timely (in real time) respond to customer actions. Allows to send marketing materials via mail, SMS, push notifications or an additional custom channel such as messengers.
Artificial Intelligence
Built-in AI helps marketing specialists spend less time on routine work, such as: writing marketing letters, audience segmentation, selecting illustrations for newsletters, etc. Based on keywords, the system itself will generate marketing texts of the desired style or create a segment according to the "natural language" description.
Personalization of communications
Personalize the customer experience to get more closed deals with the help of A/B testing, using AI to write letters, adapting messages to interfaces, demographic or geographic data of customers quickly and easily. For example, if a customer rarely opens e-mail messages, but always reads SMS, then marketing materials will be sent to him precisely through text messages.
Event management
With the built-in Event platform, marketing department specialists can easily organize online or offline events, automating the entire process of working with potential participants: from advertising the event to a selected audience, creating a landing page for registering webinar visitors, to holding the event and transferring contacts of potential customers to the sales department.
Built-in tools for data visualization and analysis make it possible to measure the effectiveness of any marketing activities, as well as respond to market challenges in a time.
Data collection forms
The system has built-in tools for creating various types of data collection forms that can be placed on a separate landing page created by the system or on your website. Using them, potential customers will be able to subscribe to the newsletter, order a callback, etc.

[1] In September 2023, Microsoft combined Dynamics 365 Marketing and Dynamics 365 Customer Insights into a single solution with the common name Dynamics 365 Customer Insights. At the same time, the Dynamics 365 Marketing application was renamed to Dynamics 365 Customer Insights – Journeys, and Dynamics 365 Customer Insights to Dynamics 365 Customer Insights – Data, respectively.

Regarding changes within Dynamics 365 Customer Insights – Journeys (Dynamics 365 Marketing), the Outbound Marketing module will no longer be updated and developed, and the Real-time Marketing (RTM) module is changing its name to Real-time Journeys. Active development of this solution is planned in the future, in accordance with the most modern marketing trends.

Products in Dynamics 365 Customer Insights can be part of a single solution or be separate independent applications.

The new offer of Dynamics 365 Customer Insights – Journeys + Dynamics 365 Customer Insights – Data is now available under a single Dynamics 365 Customer Insights license. The cost of the license is at the link.

Are you aiming to automate the work of the marketing department? Establish lasting, personalized connections with your clients? Significantly improve the conversion rate of sales?

Contact Innoware specialists and we will provide detailed information about the Microsoft Dynamics 365 Customer Insights – Journeys solution and advise on the implementation of the solution in your company: call: +38 044 490 22 20 or write to

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