12 features included in release plans
Dynamics 365 Customer Insights - Journeys 2025 release wave 1
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With Dynamics 365 Customer Insights - Journeys, anybody can create journeys in minutes, even if they've never done it before. Simply describe in everyday words what you want to create and rely on generative AI to build the journey for you. This empowers you to do more with less. Instead of spending time getting the mechanics of the journey right, you can now ensure that you’re delivering the most personalized experience for your customers by collaborating with your entire team and quickly driving stakeholder alignment. Using the journey creator functionality together with content ideas for email creation, you can now get your customer experience ideas to market in no time.
Feature Details
- Use natural language to describe the journey you want to create.
- Get inspiration about how to get started with a list of suggested journeys.
- See a preview of the journey Copilot created.
- Get a detailed summary of the Copilot-created journey before you start adding your content.
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| Change history | |
|---|---|
| General availability date moved to Sep 2025 | Jan 28, 2025 |
Business Value
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.
Feature Details
Deep-dive into customer interactions with actionable insights that you can leverage to refine your email strategy. Tweak content placement, layout, and design to elevate user engagement.
- Get a fast, visual way to understand engagement based on your email design.
- Understand which email area and links get the most and the least engagement by viewing the click-through rate (CTR), total clicks, and unique clicks.
- Filter the heat map based on the email version, journey version, and date.
- Toggle between all devices, desktop, and other devices to visualize results for different devices (all devices view is only available when the email sections are consistent across devices).
You can even select the email variation you want to visualize.
To enable the heatmap, go to Settings > Feature switches > Email editor and switch on the Email Clickmap toggle.
Scenario: Contoso recently launched a new email campaign to promote their latest smartwatch. They crafted three variations of the email, each tailored to different customer segments: VIPs, fitness enthusiasts, and casual athletes. By using the heatmap feature, they were able to analyze the performance of each variation. The heatmap revealed that the "Get Discount" button in the email sent to fitness enthusiasts had the highest click-through rate. Additionally, images showcasing the new watch itself performed better than lifestyle images. Armed with these insights, Contoso optimized their email content and design, focusing on the elements that drove the most engagement, and offered an additional discount to the low-performing segments. This data-driven approach enabled them to create more effective campaigns and achieve better results.
Enabled for:
- The author created this article with assistance from AI. Learn more
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| Change history | |
|---|---|
| General availability date updated to May 2025 | Jan 27, 2025 |
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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.
Feature Details
Trigger and personalize customer experiences, score leads, and track engagement history based on customers' web activity and clicks.
- Easily generate a tracking script and embed it in your website.
- Use web interaction triggers to build personalized customer experiences.
- Get a holistic view of your customer engagement across touchpoints leveraging first-party data, protecting your customer privacy, and complying with data privacy regulations.
Enabled for:
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| Change history | |
|---|---|
| Public preview date moved to Jun 2024 General availability date moved to Sep 2024 | Feb 12, 2024 |
Business Value
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.
Feature Details
Your customers can now register for upcoming events with minimal effort, simply confirming or updating their prepopulated data. The ease of use enhances the overall customer experience and boosts your conversion rates.
- To have the form automatically filled, your customer needs to open the form from the link sent in the Customer Insights-generated invite email.
- Available for marketing and event registration forms.
Enabled for:
- The author created this article with assistance from AI. Learn more
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| Change history | |
|---|---|
| General availability date updated to Apr 2025 | Feb 25, 2025 |
Business Value
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.
Feature Details
Improved journey analytics provide clear and actionable data into exactly what happened in every step of your journey. New exit analytics show why customers may not have started your journey due to exclusion segments or other unmet criteria and where in the journey customers may have exited early due to exit segments or other exit conditions.
- Get lists of customers who entered and exited each step of the journey and filter those lists based on how they were processed by the journey step.
- Export lists of customers who reached each step in the journey (up to 50,000 records).
- Understand why the number of customers in your starting segment is different than the number of customers who reached the first step in your journey.
- Understand why and where customers exited your journey before completing each step in the journey flow.
- Understand why customers triggered to start your journey didn’t reach the first step in your journey.
Enabled for:
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| Change history | |
|---|---|
| Public preview date moved to Dec 2024 General availability date moved to Mar 2025 |
Oct 28, 2024 |
Business Value
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.
Feature Details
Create journeys that wait until a customer becomes part of a segment before continuing to the next steps in the journey.
- Choose a segment as the condition for an if/then branching step.
- Set the amount of time you want to wait for the customer to become a member of the segment before continuing.
- Choose which actions to take if the customer is or is not a member of the segment.
Enabled for:
Business Value
| Change history | |
|---|---|
| Public preview date moved to Feb 2025 General availability date moved to To be announced |
Jul 19, 2024 |
Business Value
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.
Feature Details
Create sales-related activities and records directly from Customer Insights - Journeys.
- Add sales activities such as phone calls or tasks, or create leads or opportunities in your journeys.
- Respond quickly to incoming leads by routing them directly to sales agents.
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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.
Feature Details
- Use custom fields to capture additional or temporary information in marketing forms such as questions that can be used for further personalization of email communication or for more granular orchestration.
- To use custom form fields, simply drag and drop them from the toolbox to the form canvas and edit the label and properties.
- The form field answer is stored only as part of the form submission, so you can access the value at any time without polluting your data.
Enabled for:
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| Change history | |
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| Public preview date moved to Aug 2024 | Feb 05, 2024 |
Business Value
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.
Feature Details
Create a comprehensive event portal where prospective attendees can access a list of events, an event details page, and a registration page.
- Easily list upcoming events.
- Provide a detailed summary for each event, including session information, speakers, and a registration form.
- Integrate the event registration experience into any website using a prebuilt web application.
- Customize and extend event management capabilities with rich features using a public API for event management.
Enabled for:
Business Value
Business Value
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.
Feature Details
Create a comprehensive event portal where prospective attendees can access a list of events, an event details page, and a registration page. The portal can be created using Customer Insights and a Power Pages template to speed up the creation process. You can easily edit the portal using Power Pages Studio.
- Leverage an out-of-the-box Power Pages template for quick deployment.
- Use Power Pages Studio to further customize and style your portal.
- Create a list of upcoming events.
- Provide a detailed summary for each event, including session information, speakers, and a registration form.
- Publish the portal using Power Pages hosting capabilities.
Enabled for:
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| Change history | |
|---|---|
| Public preview date moved to Feb 2025 General availability date moved to To be announced |
Oct 08, 2024 |
Business Value
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.
Feature Details
Use parent contacts for leads in real-time journeys forms. The detailed settings for form audiences let you decide whether to update existing contact or lead information with the data submitted through the forms, helping you keep your customer data accurate and up to date.
- Update both lead and contact data at the same time with form submissions.
- Define if the existing record should be updated with the form submission to keep the quality of the existing data.
- Preset the default target audience configuration for your forms.
Enabled for:
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| Change history | |
|---|---|
| Public preview date moved to Dec 2024 General availability date updated to To be announced |
Dec 03, 2024 |
Business Value
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.
Feature Details
Event capacity and waitlist registrations include the ability to:
- Enable a waitlist for your event and sessions to maximize attendance.
- Easily review the list of waitlist registrations and build a waitlist segment for any further communication with interested attendees.
- Send the relevant event and waitlist registration communication effortlessly with out-of-the-box trigger-based journeys.
- Add an out-of-the-box cancellation button to your emails to let uninterested attendees release their spot to someone else.
Enabled for:
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| Change history | |
|---|---|
| Public preview date moved to Mar 2025 | Nov 27, 2024 |