Dynamics 365 Customer Insights

In the era we live in, customer experience is everything for businesses. That’s why Microsoft has launched Dynamics 365 Customer Insights, Microsoft’s CDP tool that enables brands to store, manage, optimize, and analyze the experience of all their customers and consumers. In short, a software solution that helps organizations gain a 360º view of their customers.

dynamics 365 customer insights workspace screen

What is 365 Customer Insights?

Microsoft Dynamics 365 Customer Insights is a data management and analytics platform powered by Artificial Intelligence (AI) that enables organizations to collect, store, and analyze customer data to gain a complete and unified view of their customers. It provides a centralized platform to consolidate data from various sources, such as sales, marketing, customer service systems, and online and offline interaction data.

With Dynamics 365 CI, organizations can leverage AI to identify and create customer segments, conduct behavioral analysis, predict trends, and generate actionable insights to enhance customer interactions and deliver personalized experiences. The platform utilizes machine learning techniques and advanced analytics to uncover hidden patterns and trends in customer data, helping organizations better understand their customers’ preferences, needs, and behaviors.

Why should you choose Customer Insights to improve customer experience?

Pantalla de fuente de datos del CDP de Microsoft

Get data from a variety of sources of information

Dynamics 365 CI allows the raw ingestion of customer-related information, eliminating the need for complex ETL processes and simplifying this task through dozens of standard connectors. This information can be transactional or relational, structured or unstructured.

Facilitate customer unification

This Microsoft Customer Data Platform tool enables the unification of customer information into a 360º profile, using configurable deduplication rules as sophisticated as needed. Building a 360º customer profile has never been easier, thanks to options that allow mapping, matching, and merging data.

Pantalla con perfiles unificados de clientes
Pantalla con customer lifetime value

Enrich your customer information

The solution enables you to enrich your customer information and gain deeper insights by building business-related metrics and KPIs based on ingested data, allowing for a quick view of key metrics associated with individual customers or customer groups.

Additionally, Customer Insights Dynamics enhances customer understanding through Artificial Intelligence (AI), enabling the calculation of Customer Lifetime Value or churn propensity, for example. All of this is made possible through sophisticated Machine Learning (ML) models available as standard.

Rely on a powerful segmentation tool

Microsoft Dynamics Customer Insights enables businesses to build customer segments with simple yet powerful tools that facilitate segmentation based on any ingested data, KPIs, generated metrics, or values obtained from Machine Learning engines.

You can also access multiple connectors to integrate customer segments with your usual marketing tools for automated or targeted campaign generation.

Pantalla con segmentos de clientes en Customer Insights Dynamics
Pantalla con visión 360º de los datos de un cliente

A 360º view of the customer personalised for each division

With Microsoft Dynamics 365 Customer Insights CDP, create a 360º customer view with the appropriate metrics for the customer service department or for use in clienteling tools during your sales team, store, or field technician meetings, enabling more personalized customer care.

Incorporate AI into your business

Ask Microsoft Copilot simple questions to explore, understand, and predict customer needs in real-time, helping to resolve their issues, concerns, and needs. Additionally, you can leverage data from past campaigns to generate new ideas. The Azure OpenAI Service will save you time in creating and improving customer segmentation, ensuring that campaigns reach more potential customers.

Pantalla de trabajo de Copilot para Dynamics 365 Customer Insights
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Why rely on Microsoft Dynamics CDP?

Microsoft logo

Extends functionalities

Expand your Customer Insights capabilities according to your business needs by adopting only the modules that are truly relevant for your business growth.

Access from any device

Whether through the web client, desktop client, or the universal app for smartphones and tablets, Microsoft’s CDP offers accessibility no matter what device you use.

360º Integration

With native connectivity to other Dynamics 365 solutions and the ability to integrate with third-party software, the platform offers seamless integration that enables efficient unification of data and processes.

Functionalities of Microsoft Dynamics 365 Customer Insights

The tool allows you to create unified customer profiles that integrate data from various sources into a single enriched profile. This means you can combine demographic data, transaction information, interaction data across different channels, preferences, and more to gain a complete and detailed view of each customer. In this way, you’ll gain a deeper understanding of who your customers are and how they interact with your business.

The platform allows you to identify customer segments based on common attributes and characteristics. You can use demographic data, purchase behavior, preferences, interaction history, and more to create specific segments. These segments enable you to personalize your marketing strategies and communications, delivering more relevant messages and offers to each customer group.

With Dynamics 365 Customer Insights, you can analyze your customers’ behavior over time. The platform collects and processes data from past and present interactions to identify patterns and trends in purchasing behavior, preferences, and engagements. This enables you to understand how each customer interacts with the brand at different stages of their journey, providing valuable insights to improve marketing and sales strategies.

One of the most powerful capabilities of the Customer Insights CDP is its ability to use machine learning algorithms to make predictions about future customer behavior. The platform analyzes historical data and applies predictive models to forecast future events and behaviors, such as purchase likelihood, churn risk, or upsell opportunities. These predictions enable proactive and personalized decision-making to maximize the value of each customer.

Customer Insights integrates seamlessly with other Microsoft solutions, such as Dynamics 365 Sales and Dynamics 365 Marketing. This means you can leverage the data collected and analyzed within this tool to enhance the customer experience across all touchpoints. For example, you can use the CI data to personalize real-time interactions with customers in Dynamics 365 Sales or to send highly targeted marketing campaigns in Dynamics 365 Marketing.

Microsoft
Empowering consulting

We are a partner of Microsoft Dynamics 365 Customer Insights.

ARBENTIA is an international business consulting and information technology company, and a Microsoft partner expert in Dynamics 365 technologies. Thanks to technological innovation and our expertise with the Microsoft Customer Insights CDP platform, we help businesses enhance their understanding of their customers so they can deliver unique experiences.

  • We develop projects both nationally and internationally

  • We are a certified Microsoft partner and hold the Microsoft Solutions Partner designation in Business Applications, a recognition that demonstrates our expertise and excellence in Microsoft business applications
  • We are more than 200 people passionate about technology
  • We have an average of 20 years of experience in the IT and business consulting sector
  • We specialize in enhancing and delivering personalized customer experiences
  • We adapt 100% to each company and its unique needs

How do we implement Dynamics 365 Customer Insights in your business?

We guarantee the success of your project in 4 phases:

1. Needs analysis

In the first step, we conduct a thorough analysis of your company’s specific needs. We understand your objectives, the challenges you face, and the areas where the platform can provide the most added value.

2. Solution Configuration

Based on the gathered requirements, in this second phase, we work together to configure the platform to meet your specific needs, integrate it with your existing systems, and customize dashboards and metrics to provide relevant and actionable insights.

3. Implementation and Deployment

With a solid plan in place, we proceed with the implementation of Customer Insights. Our team of technology experts works efficiently to ensure a smooth and seamless deployment, minimizing any disruption to your business operations.

4. Training and support

Once the platform is up and running, we provide comprehensive training to your teams to ensure they are fully equipped to make the most of all the capabilities of Dynamics 365 Customer Insights. Additionally, we address any questions or issues you may have.

Frequently Asked Questions about Dynamics 365 Customer Insights

D365 CI and D365 Marketing are two complementary solutions within the D365 ecosystem, but they focus on different aspects. The main differences between them are:

  • Focus and Functionality: Dynamics 365 CI focuses on managing and analyzing customer data to gain a unified and enriched view of customers, while D365 Marketing is specifically focused on managing and executing marketing campaigns.
  • Data Integration: Customer Insights consolidates and analyzes data from various sources to create unified customer profiles, while D365 Marketing can leverage these profiles and customer segments generated in CI for more precise campaign targeting.
  • Depth and Complexity: Customer Insights is more focused on advanced data management and analysis, which involves a more technical approach aimed at data experts. In contrast, the marketing tool is more accessible for marketing professionals without deep technical knowledge.

Integrating Microsoft Dynamics 365 Customer Insights into a Dynamics environment is a relatively straightforward process. Below is a basic guide with the steps to follow for proper integration:

  1. Pre-Setup: Before starting, ensure that you have valid access and credentials for both D365 and Customer Insights. Also, verify that you have the appropriate permissions in both platforms to perform the integration.
  2. Configuration in Customer Insights: Access your CI instance and set up the connection to Dynamics 365. For this, you’ll need to provide authentication and connection details, such as the URL of your D365 instance, username, and password of an account with necessary permissions.
  3. Configuration in Dynamics 365: Access your D365 instance and navigate to the administration or settings area. Look for integration or add-on options and find the option to add or connect with Customer Insights.
  4. Connection with Customer Insights: Inside D365, provide the necessary authentication and connection details to connect to your Customer Insights instance. This will include the URL of Customer Insights, the corresponding username, and password.
  5. Data Mapping: Once the connection is established, you’ll need to configure data mapping. This involves defining which D365 data you want to send and sync with Customer Insights. You can select specific fields, data objects, or entities for synchronization.
  6. Initial and Scheduled Synchronization: After configuring the data mapping, you can initiate an initial synchronization to transfer existing data from D365 to Customer Insights. Additionally, you can set up a recurring schedule to keep the data automatically synchronized in the future.
  7. Using Customer Insights Data in D365: Once the integration is up and running, you can leverage the enriched data and capabilities of CI within D365. This may include viewing unified customer profiles, customer segmentation, behavior analysis, and using predictive intelligence for personalized actions.

It’s important to note that the steps and configuration options may vary. Therefore, we recommend working with a Microsoft partner or consultant specialized in Dynamics 365.

Find out more about Microsoft Dynamics 365 Customer Insights

If you need more advice, information, or simply want to request a personalized demo because you’re considering implementing Microsoft Dynamics 365 Customer Insights in your company, get in touch with us. We promise to guide you and provide a quick response to your management needs. Unify your customer data in a single platform, gain insights, and take smarter actions!

customer insights screens