Dynamics 365 Customer Insights
We are excited to share with you some of the amazing features that will be included in the upcoming Dynamics 365 Wave 1 release for 2024. From AI innovations with Copilot to enhanced sales execution and experience, this release is packed with features that will help businesses achieve their goals and deliver exceptional customer experiences. Keep reading to learn more about these features and how they can benefit your business. To fully take advantage of these new features and boost your business, be sure to reach out to Covenant for guidance and support.
Data
Create moment-based experiences with real-time segments:
The Create Moment-Based Experiences with Real-Time Segments feature is a powerful enhancement to Dynamics 365 Marketing, allowing for the creation of moment-based experiences through the use of real-time segments. With this feature, segments can be updated in real time, unlocking endless possibilities for targeted customer engagement.
One of the key benefits of the Create Moment-Based Experiences with Real-Time Segments feature is the ability to instantly welcome customers with targeted offers as soon as they become eligible for a higher loyalty tier. This allows for a more personalized and engaging customer experience, helping to build stronger relationships and increase customer loyalty.
In addition, the use of real-time segments can also be used to cross-sell aligned products and experiences when customers join a membership program, or move them forward in their buyer journey right when they become part of a high intent-to-buy segment. This allows for more targeted and effective marketing, helping to increase sales and improve customer satisfaction.
Overall, the Create Moment-Based Experiences with Real-Time Segments feature is an invaluable tool for any marketing operation looking to enhance its customer engagement. By providing the ability to create moment-based experiences through the use of real-time segments, this feature helps to improve the effectiveness of marketing efforts, enhancing the overall customer experience.
Using automation to manage segments and measures:
The Using Automation to Manage Segments and Measures feature is a powerful enhancement to Dynamics 365 Marketing, allowing for the efficient management of large numbers of segments and measures. With this feature, admins no longer need to manually determine which segments and measures are needed and which are not, as the system automatically deactivates segments or measures that are not used anywhere else after the retention period.
One of the key benefits of the Using Automation to Manage Segments and Measures feature is the ability to move compute resources to the segments and measures that are active, resulting in faster system refresh and thus faster time to insights. This allows for a more efficient and effective use of resources, improving the overall performance of the system.
In addition, admins have the ability to reactivate segments or measures if needed, or opt out of automatic management entirely. This provides flexibility and control, allowing admins to tailor the management of segments and measures to their specific needs.
Overall, the Using Automation to Manage Segments and Measures feature is an invaluable tool for any marketing operation looking to streamline the management of large numbers of segments and measures. By providing automation and flexibility, this feature helps to improve the efficiency and effectiveness of segment and measure management, enhancing the overall performance of the system.
Enable organizations to cross-sell while protecting customer data:
The Cross-Selling While Protecting Customer Data feature is a powerful enhancement to Dynamics 365 Marketing, allowing for the effective cross-selling of products and services while protecting critical customer data. With this feature, organizations can unify their customer profiles while respecting data separation and organizational structure, sharing profiles with their lines of business (LOBs) in a secure and controlled manner.
One of the key benefits of the Cross-Selling While Protecting Customer Data feature is the ability to protect critical customer data while providing access to LOBs based on their contribution to the shared customer profiles. This allows for the effective cross-selling of products and services, while ensuring that customer data is protected and only accessed by authorized parties.
In addition, the feature also provides insights into specific brands, while maintaining the bigger picture from a business perspective. This allows organizations to effectively cross-sell products and services, while ensuring that customer data is protected and used in a responsible and ethical manner.
Overall, the Cross-Selling While Protecting Customer Data feature is an invaluable tool for any marketing operation looking to balance customer engagement and data protection. By providing the ability to effectively cross-sell products and services while protecting critical customer data, this feature helps to improve the effectiveness of marketing efforts, while enhancing the overall customer experience.
Example: Imagine a health insurance and a credit issuer as two lines of business in their parent organization. While they share the same customers, the credit issuer LOB isn’t expected to see the social security number, and the health insurance doesn’t need to access the credit score of their shared customers. Protect your critical customer data with the highest standards and enable cross-selling and revenue growth across your LOB.
Journeys
Branded links for email and content:
The Branded Links for Email and Content feature is a powerful enhancement to Dynamics 365 Marketing, allowing for the use of branded links in emails and other digital content. With this feature, organizations can set up their own vanity link (or custom link) while authenticating their domain, enhancing their brand image and improving the effectiveness of their marketing efforts.
One of the key benefits of the Branded Links for Email and Content feature is the ability to easily authenticate vanity domains with step-by-step guidance from Copilot. This allows organizations to quickly and easily set up their own branded links, improving the overall effectiveness of their marketing efforts.
Once authenticated, organizations can use their vanity domains to display URLs in their emails, host digital assets, forms, event registration pages, and their preference center. This allows for a more consistent and professional brand image, improving the overall effectiveness of marketing efforts and enhancing the customer experience.
Overall, the Branded Links for Email and Content feature is an invaluable tool for any marketing operation looking to enhance its brand image and improve the effectiveness of its marketing efforts. By providing the ability to use branded links in emails and other digital content, this feature helps to improve the overall effectiveness of marketing efforts, enhancing the overall customer experience.
Capture responses from external, third-party forms:
The Capture Responses from External, Third-Party Forms feature is a powerful enhancement to Dynamics 365 Marketing, allowing for the capture of form submissions from any external form and using them to create new leads or contacts in Customer Insights – Journeys. With this feature, organizations can easily integrate external forms into their lead generation and customer insights processes, improving the overall effectiveness of their marketing efforts.
One of the key benefits of the Capture Responses from External, Third-Party Forms feature is the ability to easily create JavaScript with mapping of form fields to existing entity attributes. This allows organizations to quickly and easily integrate external forms into their lead generation and customer insights processes, improving the overall effectiveness of their marketing efforts.
In addition, the capture script can be embedded into multiple pages containing the same form, allowing for the capture of form submissions from multiple sources. This provides flexibility and control, allowing organizations to tailor their lead generation and customer insights processes to their specific needs.
Overall, the Capture Responses from External, Third-Party Forms feature is an invaluable tool for any marketing operation looking to enhance its lead generation and customer insights processes. By providing the ability to capture form submissions from external forms, this feature helps to improve the effectiveness of marketing efforts, enhancing the overall customer experience.
Collect extra customer information without creating custom attributes:
The collection of extra customer information without creating a custom attribute is a powerful enhancement to Dynamics 365 Marketing, allowing for the capture of additional or temporary information about customers without the need to create custom attributes. With this feature, organizations can use custom fields to capture information such as meal preferences or answers to contest questions. The answer is stored only as part of the form submission, so you can access the value any time without polluting your data, enhancing their customer insights and improving the overall effectiveness of their marketing efforts.
One of the key benefits is the ability to easily use custom form fields by simply dragging and dropping them from the toolbox to the form canvas and editing the label and properties as desired. This allows organizations to quickly and easily capture additional information about customers, improving the overall effectiveness of their marketing efforts.
In addition, the answer is stored only as part of the form submission, allowing organizations to access the value at any time without polluting their data. This provides flexibility and control, allowing organizations to tailor their customer insights processes to their specific needs.
Overall, the Collect Extra Customer Information Without Creating Custom Attributes feature is an invaluable tool for any marketing operation looking to enhance its customer insights processes. By providing the ability to capture additional information about customers without the need to create custom attributes, this feature helps to improve the effectiveness of marketing efforts, enhancing the overall customer experience.
Qualify leads and route to sales when buying is likely:
The Qualify Leads and Route to Sales When Buying is Likely feature is a powerful enhancement to Dynamics 365 Marketing, allowing for the effective qualification of leads and routing to sales when buying is likely. With this feature, organizations can define lead qualification criteria using multiple signals, including fit (based on a lead’s profile), intent (for example, filling out a marketing form or watching a demo), recency (when the lead was created), and engagement (lead score crossing a certain threshold).
One of the key benefits of the Qualify Leads and Route to Sales When Buying is Likely feature is the ability to take automated action every time a lead hits certain qualification criteria. This allows for the effective qualification of leads and routing to sales, improving the overall effectiveness of lead generation and sales processes.
Overall, the Qualify Leads and Route to Sales When Buying is Likely feature is an invaluable tool for any marketing operation looking to enhance its lead generation and sales processes. By providing the ability to effectively qualify leads and route to sales when buying is likely, this feature helps to improve the effectiveness of marketing efforts, enhancing the overall customer experience.
This blog does not include all of the Wave 1 releases, we just highlighted a few. If you would like to learn about all the Wave 1 releases for Dynamics 365, please contact us by visiting our Dynamics page and going to “contact us”. We would be happy to discuss this with you in more detail.