• Use the standard out-of-the-box triggers to facilitate greater engagement with your customers rather than using more complex approaches such as Power Automate flows.
• Use marketing interactions such as "email link clicked" to orchestrate customer journeys based on a certain customer interaction.
• Make the right business decisions by branching journeys based on customer interactions and responses.

Protect your brand's reputation and maintain customer trust by pausing outreach during unexpected events like natural disasters or periods of national mourning.

• Pause a journey manually to prevent new customers from entering.
• Resume a journey manually so new customers can enter.
• Stop the paused journey if needed.

Scenario example: A national bank is conducting a campaign across the country to contact borrowers who are behind on their mortgage payments and are at risk of foreclosure. When a natural disaster strikes and a state of emergency is declared, continuing this outreach would be seen as insensitive. Previously, the bank had to stop the journey and launch a new journey with an updated audience (to avoid contacting the same customers again) after the situation improved - a process that was both labor-intensive and prone to errors. With the new journey pause capability, the bank can effortlessly pause the outreach and resume it once conditions allow.

With the enhanced quiet time options, you can:

• Ensure adherence to regulations by establishing quiet time rules for different regions or based on your business operation.
• Set the times, days, and dates when you don't contact customers.
• Define the customer's region and time zone.
• Customize quiet time settings for a particular journey. When the journey is activated, interactions are either initiated or queued in accordance with the preset rules and the identified customer's time zone or location.

Scenario example: Consider the case of a global e-commerce company with customers who are spread across multiple countries. To respect their customers' time and adhere to regional regulations, the company sets quiet times based on their customers’ locations. They set up different quiet time rules for customers in the United States, Europe, and Asia, ensuring that they comply with each region's specific communication laws. When you activate the journey, the system triggers or queues all promotional interactions based on these preestablished rules and the customer's time zone. For example, a customer in New York receives promotional information during their daytime, increasing the chances of engagement.

This feature enables journey designers to branch on multiple marketing interactions at the same time. After sending a marketing email, marketers can use the Wait for trigger tile and select Previous message gets an interaction. Then, they can set up multiple interaction triggers—such as Email Opened, Email Blocked, and Email Bounced—within a single branch to define distinct paths in the journey. This feature offers a unified and simplified way to orchestrate diverse customer experiences based on how individuals engage with marketing messages.

All users with access to real-time marketing journeys can use this feature. It requires no extra setup or changes to licensing.

Scenario example: Consider the case of a marketer at Contoso Coffee running an email campaign. If a customer opens the email and clicks a link, they automatically receive a follow-up email offering a personalized discount. However, if the customer only opens the email without clicking the link, they go down a different path in the journey that sends a reminder email showcasing additional product details. This approach ensures each customer receives communication that reflects their level of engagement, improving both relevance and conversion likelihood.

When you create communication strategies that work for your brand and business objectives, save them as journey templates to streamline future work and minimize errors.

• Save any journey as a template for future use.
• Save time and reduce errors for standard outreaches, such as event announcements, single email blasts, and common communication series like welcome or cart abandon.

When marketers design a one-time journey, they can now select a checkbox to let audience members go through the journey more than once if the audience member qualifies for the lifecycle state multiple times.

Before this feature, audience members who went through a one-time journey couldn't go through it again. Marketers want the option to let audience members repeat a journey if they qualify for its dynamic segment more than once. If a one-time journey specifies that a customer who completes a purchase receives an email receipt, the customer can go through that journey each time they make a new purchase. If, for example, the dynamic segment is based on a purchase completion, each time a customer qualifies for that segment, they can go through the journey again.

To enable this feature, go to Settings and turn on the feature switch for "Ongoing journey reentry." The checkbox appears when you select the radio button for an ongoing journey with a one-time audience.

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 isn't a member of the segment.

Improved journey analytics provide clear and actionable data about what happened in every step of your journey. New exit analytics show why customers might not have started your journey due to exclusion segments or other unmet criteria. They also show where in the journey customers exited early due to exit segments or other exit conditions.

• Get lists of customers who entered and exited each step of the journey. Filter those lists based on how the journey step processes customers.
• 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 differs from 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 who triggered to start your journey didn't reach the first step in your journey.

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 by leveraging first-party data, protecting your customer privacy, and complying with data privacy regulations.

By using multiple segments in a single journey, you can:

• Specify up to 15 segments as a journey audience.
• Promote reuse to drive efficiency and reduce errors.
• Use existing segments to easily create new audiences without needing a segment creation role or expertise.

Scenario: Nina, a marketing manager, has two separate segments: one for men and one for women. She can now reach all of them simply by using both segments in a journey. She doesn't need to create a third segment for the combined audience.

Get a deep understanding of customer interactions with actionable insights that help you refine your email strategy. By tweaking content placement, layout, and design, you can boost user engagement.

• Quickly and visually understand engagement based on your email design.
• See which email areas and links get the most and least engagement by viewing the click-through rate (CTR), total clicks, and unique clicks.
• Filter the heatmap based on the email version, journey version, and date.
• Toggle between all devices, desktop, and other devices to visualize results for different devices. (You can view all devices only when the email sections are consistent across devices.)

You can also select the email variation you want to visualize.

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 analyzed 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 performed better than lifestyle images. With these insights, Contoso optimized their email content and design, focusing on the elements that drove the most engagement, and offered an extra discount to the low-performing segments. This data-driven approach enabled them to create more effective campaigns and achieve better results.

Your customers can now register for upcoming events with minimal effort by simply confirming or updating their prepopulated data. This 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.
• This feature is available for marketing and event registration forms.

Control how fast customers enter your journey with journey rate limiting. By setting a rate limit, you can spread out the number of customers who begin your journey over time.

• Set rate limits per day or per hour.
• Choose which days of the week customers can enter the journey.
• Rate limits only apply to segment-based journeys. Trigger-based journeys don't support rate limiting at this time.

This feature is in preview.

Use the email editor to update any email used in a live journey, so you can meet your changing business needs.

• Easily edit links and personalization in your live email messages without stopping your journey or creating new versions.
• Track the performance of your edited links and compare their performance to the original links.
• Get more control over your email content and optimize your engagement and conversion rates.

Administrators can enable double opt-in at a compliance profile level and easily enforce the double opt-in flow for all the forms using the compliance profile.

• Use familiar concepts like triggers and journeys to orchestrate the double opt-in process. With these concepts, you can customize the process to meet your business needs.
• New contacts or leads aren't created until the customer confirms their opt-in. This approach keeps your contact and lead lists free of bad data.

The journey split tile creates branches in your journey to split the participant population and provides the groups with different experiences. You can split by percentage or by number, each of which supports up to 25 branches.

• Split by percentage: Breaks the audience up randomly into the percentages associated with each branch. The random assignment is done for each participant individually, therefore, this works best for larger populations (more than 2,000 participants). This option is useful in scenarios that need randomness, such as sending an experience survey to a subset of your customers.
• Split by number: Fills up branches from left to right based on how many participants are configured to go down each branch. This is best for scenarios that need specific numbers of participants, such as offering a promotion to the first 1,000 customers who sign up for a newsletter.

With comprehensive device data, you can:

• Get insights into the type of applications and platforms your customers use to engage with your emails, such as device type, email client, operating system, and browser type.
• Filter data based on the customer journey version and date.
• Customize the date range of your emails.
• Download a list of customers using a specific device type, email client, operating system, and browser type.

With this change, you remove the application installation limits for Customer Insights - Journeys and Customer Insights - Data in the installation management experience for paid installations. The number of trial installations is still limited. Admins can now install additional applications without limits.

• You still purchase and assign licenses at the tenant level. If you have more than one tenant, you need licenses and quota on each tenant to access Customer Insights applications.
• The quota for interacted people and unified people aggregates at the tenant level and is shared across all environments and installations. Additional application installations use more quota at the tenant level. Make sure you own the quota that's used across all environments on a tenant.

• Get a summary view of the consent provided by each contact or lead to understand if the customer is contactable.
• Easily modify the consent for a contact or lead's email addresses, phone numbers, and custom channels directly from the contact or lead forms, giving you control over the type of messages sent to the customer on each channel.
• Drill down into the consent provided to each compliance profile configured for your organization, giving you the ability to understand the customer's consent for each line of business.

• Administrators can add multiple alternative email recipient fields to a contact’s audience configuration in addition to setting a default email recipient field.
• Marketing professionals can pick which email address field to use for their messages during journey creation, allowing them to target a specific email address of a contact.
• Choose whether consent syncs between contact point consent records and the contact’s consent attributes with a new feature switch, giving you control over how consent is checked for your emails in Customer Insights – Journeys.

Enhanced bot protection prevents false positives and filters out incorrect activity. Bot protection is critical for your marketing campaigns because it improves data accuracy and reliability.

• Prevent bot clicks on your emails: Avoid inflated engagement metrics, incorrectly triggered journeys, and skewed analytics.
• Avoid unexpected journey results: Prevent your journeys from unexpectedly triggering or branching due to clicks made by bots.

• Capture form submissions from any external form and use them to create new leads or contacts in Customer Insights – Journeys.
• Easily create JavaScript with mapping of your form fields to existing entity attributes.
• Embed the capture script into multiple pages containing the same form.

Reference copies of emails (including personalized output) directly in the contact or lead time:

• See exact copies of emails sent in the contact and lead timelines.
• Review the output generated by advanced personalization features such as conditional content.

• Real-time live editing: Code directly within the email editor and see changes in real time.
• Protect your HTML code: Wrap your HTML code in tags to keep it consistent across email clients.
• Efficient email customization: Streamline email creation, eliminate rendering hassles, and reduce support tickets.