Welcome to the future of customer engagement with Dynamics 365 Customer Insights – Journeys (formerly D365 Marketing). Our latest updates for 2025 bring a host of powerful features designed to enhance your marketing strategies and drive better results. From advanced email management that prevents duplicate emails and keeps your customers’ inboxes clutter-free, to improved journey analytics that provide deeper insights into customer behavior at every step, we’ve got you covered. You’ll also find new capabilities for orchestrating journeys using any marketing interaction, personalizing messages based on web interactions, and maximizing event capacity with waitlist registrations. Plus, with the ability to collect extra customer information without updating your data model and create comprehensive event portals using Power Pages, you’ll have all the tools you need to deliver personalized, effective marketing campaigns. Get ready to unlock the full potential of Dynamics 365 Marketing and take your customer engagement to the next level.
Prevent duplicate emails to shared email addresses
General availability – Feb 2025 – Enabled for Admins, makers, marketers, or analysts, automatically
Effective email management is crucial for maintaining strong customer relationships and ensuring your business’s success. By enabling email deduplication, you can ensure that even if your data has multiple contacts with the same email address, your message will be sent only once to your customers, keeping their inboxes clutter-free and preserving your brand reputation.
- Enable or disable email deduplication for real-time segment-based journeys.
- Ensure that each message is sent just once to each unique email address for segment-based journeys.
- Review duplicated email addresses in journey analytics.
Understand customer inflows and exits at every journey step
Public Preview – Dec 2024 – General availability – Mar 2025 – Enabled for Admins, makers, marketers, or analysts, automatically
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 exist 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.
- 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.
Wait on segment membership to trigger next step in a journey
Public Preview – Feb 2025 – General availability – Apr 2025 – Enabled for Admins, makers, marketers, or analysts, automatically
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.
- 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.
Orchestrate journeys using any marketing interaction
General availability – Feb 2025 – Enabled for Admins, makers, marketers, or analysts, automatically
By leveraging marketing interaction triggers to orchestrate or branch customer journeys, you can now engage your customers based on the interactions they have with your marketing messages.
Instantly adapt your strategies based on your customers’ real-time interactions, ensuring that every message you send hits the right note. By engaging customers based on their interactions, you can significantly ramp up your chances of conversion with greater personalization. For example, you can branch and orchestrate journeys based on customer interactions with emails such as “email link clicked” or “email blocked.”
- 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.
Personalize messages and make journey decisions based on web interactions
Public Preview – Dec 2024 – General availability – Feb 2025 – Enabled for Admins, makers, marketers, or analysts, automatically
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.
Trigger and personalize customer experiences, score leads, and track engagement history based on custoemrs’ 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.
Maximize event capacity with waitlist registrations
Public Preview – Mar 2025 – General availability – May 2025 – Enabled for Admins, makers, marketers, or analysts, automatically
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, who then automatically receives registration confirmation and personalized event information, ensuring your event is filled to capacity
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.
Collect extra customer information without updating your data model
Public Preview – Mar 2025 – General availability – May 2025 – Enabled for Admins, makers, marketers, or analysts, automatically
Easily gather additional information about your customers by creating any kind of question directly in the form editor without the need to create new custom attributes for your lead or contact entity. For example, you can create fields to ask, “What is your meal preference?” or create contest questions to increase your customer satisfaction and retention.
- Use custom fields to capture additional or temporary 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 as you wish.
- The answer is stored only as part of the form submission, so you can access the value at any time without polluting your data.
Create event portals with event and registration details using Power Pages
Public Preview – Feb 2025 – General availability – April 2025 – Enabled for Admins, makers, marketers, or analysts, automatically
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.
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.
Generate leads that link to an existing contact
Public Preview – Dec 2024 – General availability – Mar 2025 – Enabled for Admins, makers, marketers, or analysts, automatically
With a 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.
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.
