Exploring the Latest Enhancements in Dynamics 365 Customer Insights – Journeys

A Fresh Perspective on Customer Engagement

As we approach the end of 2023, Dynamics 365 Customer Insights – Journeys has unveiled a series of exciting updates. This blog delves into the key features of the December 2023 update, highlighting how these enhancements can transform your customer engagement strategies.


Compliance and Convenience with One-Click Unsubscribe

In response to upcoming requirements from Google and Yahoo, Dynamics 365 Customer Insights will introduce a one-click unsubscribe feature in February 2024. This update ensures compliance and also enhances the user experience, making it simpler for recipients to manage their email preferences.


Enhancements for a Tailored Customer Experience

  • Custom Fonts for Brand Identity: Elevate your brand’s appeal with custom fonts in your emails. This feature enhances the visual aspect and also improves readability and accessibility across various devices and languages.
  • Quiet Time Settings: Optimise your communication timing with quiet time settings. This ensures that your messages reach customers at the most opportune moments, enhancing engagement and compliance.
  • Personalisation with Calculated Metrics: Utilise calculated metrics from Customer Insights – Data to offer highly personalised experiences. Tailor your content based on loyalty, lifetime value, or other customer measures for a more targeted approach.
  • Browser Viewing for Emails: Address the challenge of varying email displays across providers with the “View in browser” option. This ensures that your emails are viewed as intended, enhancing customer experience.
  • Segmentation with Unified Profiles: Create detailed customer segments using unified profiles and customer measures. This allows for more nuanced and effective targeting in your marketing campaigns.


Streamlining Management and Integration

The new installation management experience introduced in September simplifies the management of Customer Insights – Journeys. This enhancement is a step towards more efficient and user-friendly administration of the service.


Public Preview Features

  • Integration with External Forms: Capture responses from third-party forms directly into Customer Insights – Journeys, facilitating better lead generation and audience understanding.
  • Email Interaction Timeline: Gain deeper insights into customer interactions by accessing exact copies of sent emails, improving personalisation and compliance.
  • Branded Themes with Copilot: Create and apply branded themes effortlessly to your marketing content, ensuring consistency and saving time.


Monthly Enhancements

  • Suppression List Management: The new Communication tab allows for quicker removal of email addresses from the suppression list, enhancing the efficiency of email campaigns.
  • Email Delivery and Engagement Trends: Gain detailed insights into your email campaign performance with trends in delivery rates, open rates, and click-through rates.
  • AI-Enhanced Image Tagging: Automatically generated tags for uploaded images improve searchability and organisation in your asset library.


Embracing the Future of Customer Engagement

By leveraging these new features, organisations can create more personalised, timely, and effective customer interactions, ultimately driving better business outcomes. You can find more information here.

Stay tuned for more updates and enhancements as Dynamics 365 continues to evolve and redefine the landscape of customer engagement solutions. If you want to fins out how your business can benefit from Dynamics 365 or any other Microsoft technology you can contact us here.