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.
• If needed, the paused journey can be stopped.

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 various regulations by establishing quiet time rules for different regions or based on your business operation.
• Set the times, days, and dates when customers shouldn’t be contacted.
• Define the customer’s region and time zone.
• Customize quiet time settings for a particular journey. Upon activation of the journey, 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 that has customers spread across multiple countries. To respect their customers' time and adhere to regional regulations, they decide to set quiet times based on their customers’ locations. They set up different quiet rules for customers in the United States, Europe, and Asia, ensuring they comply with each region's specific communication laws. Once the journey is activated, all promotional interactions are either triggered or queued based on these pre-established rules and the provided customer's time zone. For instance, a customer in New York receives promotional information during their daytime, increasing the chances of engagement.

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.

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 heatmap 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.

• 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.

• Use custom fields to capture additional or temporary event information like meal preference or an answer to a contest question.
• 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.
• To view the answers, you can use the new enhanced registration table with registration data and answers to custom unmapped fields combined.

• 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.

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.

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.

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.

Event capacity and waitlist registrations include the ability to:

• Enable a waitlist for your events 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 relevant event and waitlist registration communication effortlessly with a new set of out-of-the-box triggers.
• Add an out-of-the-box cancellation button to your emails to let uninterested attendees release their spot.