Increase your productivity by using journey templates to kickstart building your customer journeys. Save time using a template from common customer journey scenarios, make final updates with your chosen content and any slight adjustments to the flows, and publish.

Audience members who move between stages of the customer lifecycle may need to repeat a lifecycle-specific state of the journey. For example, if a customer repeats a buying journey for a different product, they may reenter the dynamic segment conditions as they reenter the purchase funnel. As such, they should be allowed to reenter a journey for that dynamic segment when they come back into it.

There are times when you want to reach a large audience but sending a message to the entire audience at the same time would cause problems for your business.

With journey rate limiting, you can space out message sending over time by setting how quickly you want customers to enter your journey. This feature helps prevent overwhelming downstream operations with a large influx of requests from customers who receive messages from your journey.

For example, let's say you have a journey that sends messages to your entire customer base with a call to action to contact your call center. You may want to avoid creating a poor customer experience due to long wait times from an overwhelmed help desk if you send messages to everyone simultaneously. Instead, you can now slow down how fast customers enter the journey, avoiding thousands of phone calls at the same time.

Reuse existing segments to deliver a common experience in a single journey—no need to create a new segment for the combined audience.

If you already have segments for different purposes, you can easily create different audiences by using one or more of them in a journey. There's no need to create another segment from scratch, combine existing segments into a composite segment, or make multiple copies of the same journeys. Specifying multiple segments is straightforward and efficient and enables you to create different audiences quickly (no need to use the segment creation role or wait on other team members to create a segment for you). Additionally, the functionality reduces the number of segments that need maintenance or cleanup later and doesn't add to the overall segment limit.

In today's data-driven world, marketers face the challenge of gaining a comprehensive view of their campaigns to make informed decisions. While Customer Insights - Journeys offers advanced custom reporting capabilities with Microsoft Fabric, in some cases it's easier to integrate with your existing reporting systems.

Now, in real-time journeys, you can export your Customer Insights - Journeys data to your own storage solution without requiring Fabric, empowering you to conduct custom reporting and analysis that aligns with your existing systems.

Understanding the effectiveness of email campaigns can be complex, particularly when information and links are abundant. Gaining clarity on which areas or links captivate your audience and drive them to act is crucial for refining the user experience and boosting email performance.

Real-time journeys email insights now offer a clear view of your audience's preferences by illustrating their interactions within your emails. This immediate visual feedback highlights the content that resonates the most, empowering you to adjust your messaging for heightened impact and better conversion rates.

Heatmap also supports email variations. By leveraging these insights, you can understand which email variation captivates your audience and use it to personalize and optimize your upcoming campaigns or focus your efforts on the variations that yield the best results, ultimately driving better results for your business.

By implementing double opt-in, you can cultivate a more effective email marketing strategy, leading to improved compliance, increased open and click-through rates, and a better overall brand experience for subscribers.

Privacy and data protection laws in many regions require double opt-in functionality to help verify customer information. Double opt-in requires users to confirm subscription preferences through a follow-up email after the initial subscription. By confirming subscription preferences a second time, you comply with legal requirements and improve engagement by ensuring that users who’ve subscribed are intent on receiving future communications. When customers are certain they want to receive email communications, spam complaints and bounce rates are reduced, and your sender reputation is improved.

Transform the way you communicate with your customers. By leveraging marketing interaction triggers to orchestrate or branch customer journeys, you can now engage your customers based on the interactions they have with your marketing messages.

Instantly adapt your strategies based on your customers' real-time interactions, ensuring that every message you send hits the right note. By engaging customers based on their interactions, you can significantly ramp up your chances of conversion with greater personalization. For example, you can branch and orchestrate journeys based on customer interactions with emails such as "email link clicked" or "email blocked."

Safeguarding your brand's reputation and customer trust is critical. In the face of unplanned or unforeseen events, such as natural disasters, you may need to pause certain campaigns that might be deemed inappropriate or insensitive. Additionally, you may run into business or operational reasons for stopping a campaign, such as identifying the need to update some content or experiencing an unexpected call center outage. In such scenarios, it's prudent to halt customer outreach until the problem is addressed.

Instead of stopping a campaign and adjusting the audience to exclude previously reached customers, you can now pause and resume journeys, allowing you to manage unplanned situations easily and stress-free.

With Customer Insights - Journeys, you can now track and leverage your customers’ online behavior to deliver personalized experiences across your digital channels. For example, you can boost conversions and customer loyalty by sending tailored offers after customers visit your website and show interest in a product or service. By tracking additional data about customers' online journeys, you can get valuable insights into your customers' preferences and needs and easily measure your campaign’s effectiveness.

To maximize customer engagement, it's crucial for customer experience teams to regularly refine email content, ensuring that communication remains current, relevant, and impactful. You can now easily edit content, layout, links, buttons, or dynamic content in your email messages while a journey is running, without creating a new version or interrupting the customer experience.

Changing email messages in live journeys gives you more freedom and power over your email marketing campaigns and helps you respond to changing business or customer needs.

As regulations around customer privacy become more stringent, it's crucial to contact customers at times that are most convenient to them and ensure compliance with local legal requirements.

Now in Customer Insights - Journeys, in addition to setting quiet times based on your journey's time zone, you can align quiet times with your customers' time zones and regions, ensuring that they only receive messages and calls during suitable hours. Aligning interactions with local time allows you to adhere to local regulations and respect cultural norms and preferences, fostering customer trust and enhancing the effectiveness of your outreach strategies.

Reach up to 100 million contacts or leads and send up to 300 million messages per month in real-time journeys. Added capacity empowers you to deliver personalized experiences at scale and delight customers in new ways. Additional interactions help you grow your business, whether you’re increasing your customer base in new markets, reaching additional geographies, promoting new products, or expanding your prospective customer pipeline to reach higher sales targets.

When you want customers to have different experiences in one journey, you must divide them into groups. While you can divide audiences using attribute branches or segments, sometimes the number of customers in each branch is more important than what those customers have in common. For example, you may want to send a survey out to a random subset of your customers for feedback, which would be time-consuming to configure today.

The new journey split tile allows you to split your audience into branches to provide a subset of your audience with unique experiences such as a survey, a new type of experience to test, or a first-come promotional offer. You can split your audience by percentages (in cases where you need randomness) or by numbers (in cases where you want to deliver specific experiences to a set number of people).

The repetitive task of filling out forms can be a significant deterrent to event registration. Nobody likes to repeat information that they've already provided. Imagine loyal customers who attend multiple conferences each year having to input their contact information and preferences every time.

Form prefill in Dynamics 365 Customer Insights eliminates the need to repeatedly request basic details from your customers, reducing redundancy and saving time. This not only expedites the registration process but also allows for more strategic collection of customer data over time.

It’s critical to understand exactly what happened to each customer who entered and exited your real-time journeys. With improved journey analytics, you’ll gain confidence in the processing of every step in your journey through improved metrics and an increased ability to export data.

For example, if your journey uses exit or exclusion segments, you can see and understand why fewer customers started your journey than were in the entry segment. You can also see the list of customers who entered and exited each step in the journey and export lists of up to 50,000 people for further analysis.

Gain even more control over your customers' experience by waiting for them to become a member of a segment before continuing to the next steps in a journey. This added capability lets you personalize each customer's experience by choosing the correct path and actions relevant to individual customers based on whether they're in a segment. This capability adds to existing if/then capabilities that let you wait for a customer to open an email, click a link, or wait for another trigger to be activated before moving on to the next step in the journey.

For example, let's say you use your journey to send credit card activation emails and you want to wait for the customer to activate their card before sending a welcome email. If the customer doesn’t activate their credit card within a few days, you want to send another reminder email. If you have a segment that includes all customers who have activated credit cards, you can use that segment as the condition for the if/then branch to wait for each customer to activate their credit card and send them the right communications.

Invite your sales team to engage with qualified leads at the right time and stage of their journey by creating sales activities and records directly from customer journeys.

Real-time journeys are a key part of nurturing and qualifying leads and opportunities. When your customer has sent the right signals through your direct engagement, the next step is often for your sales team to act. You can now create sales activities such as tasks and phone calls directly from journeys so that leads get individualized attention when they’re most likely to engage. You can also create lead or opportunity records based on a customer’s interaction with your campaign, ensuring that the sales team has the right information to close leads generated from marketing activities.

Event attendees can register for specific sessions in a multiple-session event to ensure their event experience is relevant to their interests. With the resulting session registration data, you can identify which sessions have the highest demand and tailor post-event follow-ups based on session participation.

Easily gather additional information about your customers by creating any kind of question directly in the marketing form editor without the need to create new custom attributes for your lead or contact entity. For example, you can create fields to ask, “How did you hear about our products?” or create contest questions to increase your customer satisfaction and retention.

Events are a pivotal element of your business strategy, aiding in customer acquisition and engagement. A centralized location is essential for your clients to discover and learn about events you are organizing.

The new event portal allows for the swift creation of a comprehensive hub where customers can access event details, session specifics, and speaker schedules, and conveniently register using the event registration form. The portal can be seamlessly integrated into your existing CMS using a JavaScript code snippet or the new event API.

Events are a pivotal element of your business strategy, aiding in customer acquisition and engagement. A centralized location is essential for your clients to discover and learn about events that you're organizing.

The new event portal allows for the swift creation of a comprehensive hub where customers can access event details, session specifics, and speaker schedules and conveniently register using the event registration form. The portal can be seamlessly deployed through Power Pages, where it can be tailored to align with your brand identity using Power Pages Studio.

Your business has unique ways of organizing customer data and classifying potential leads. Now, with real-time journey forms, you can manage your contacts and leads more effectively according to your company's established processes. For example, you can recognize existing customers who fill out a lead form, so they're not mistaken for new leads.

With this new set of capabilities to connect lead and contact data, you can choose how existing contact or lead details should be updated and define advanced matching rules to prevent duplicate records. Additionally, you can set defaults so everything is already configured each time a new form is created. All these new capabilities allow you to fine-tune how form data is handled to provide better quality leads and match your company's established processes.

Ensuring marketing events are filled to capacity is crucial for success and return on investment. To encourage a high turnout for marketing events, you can now enable waitlist registrations, which ensures spots are filled when registered attendees cancel.

By setting the capacity for events and sessions, prospective attendees are placed on a waitlist when events and sessions are full. Should a slot open, the system automatically registers the individual next on the waitlist. That individual then automatically receives registration confirmation and personalized event information, ensuring your event is filled to capacity.

Crafting event messaging and promotions are important aspects of event planning. With real-time journeys event management, you can attract the right audience, increase registrations, boost ticket revenue, and deliver personalized experiences with out-of-the-box journeys that help you optimize communication before, during, and after your event. This streamlines the event creation process, allowing you to create and manage all the event communication within the event management experience.