Dynamics 365 Customer Insights

Dynamics 365 Customer Insights – Journeys

Create personalised journeys that strengthen engagement and build lasting relationships

Customers, supporters, members and stakeholders increasingly expect communications that are relevant, timely and tailored to their needs. Yet many organisations still rely on disconnected campaigns, manual processes and limited visibility of engagement.

Dynamics 365 Customer Insights – Journeys helps organisations create personalised, multi-channel experiences that connect engagement, communications and CRM data. By bringing together customer and supporter information, it enables more relevant interactions, stronger relationships and greater visibility across every stage of the journey.

Why Dynamics 365 Customer Insights – Journeys?

Many organisations struggle to create consistent engagement experiences across different audiences and channels. Common challenges include:

Customer Insights – Journeys helps address these challenges by connecting communications, audience insight and automation within a single platform.

Communications managed across multiple systems
Limited visibility of engagement history
Generic campaigns that lack personalisation
Manual campaign and event administration
Difficulty segmenting audiences effectively
Limited insight into campaign performance
Challenges connecting marketing, fundraising, sales and service activity

Key capabilities

Customer and supporter journeys

Design automated journeys that guide customers, supporters, members and stakeholders through relevant experiences based on their interactions, interests and behaviour.

Audience segmentation

Create targeted segments using CRM, engagement and behavioural data to ensure the right people receive the right communications at the right time.

Multi-channel engagement

Coordinate communications across email, events, forms and digital engagement channels to create a more connected experience throughout the relationship lifecycle.

Event and registration management

Manage invitations, registrations, confirmations, reminders and follow-up communications through automated journeys that improve engagement while reducing administration.

Consent and preference management

Support compliant communication through integrated consent, preferences and engagement controls, helping organisations manage communications more effectively and responsibly.

Customer and supporter insight

Understand how people engage with campaigns, events and communications through engagement tracking, reporting and interaction data.

Copilot in Customer Insights – Journeys

Use Copilot to create journeys using natural language, reducing manual effort and helping teams move from idea to execution more quickly. Microsoft continues to expand AI-assisted journey creation and campaign management capabilities within the platform.

Typical use cases

Create more personalised engagement across fundraising, campaigning, volunteering and supporter stewardship.

Common scenarios include:

Welcome journeys for new supporters
Fundraising and appeal campaigns
Event invitations and follow-up
Volunteer engagement
Grant and programme communications
Supporter stewardship

Customer Insights – Journeys can combine supporter, donation, consent and engagement data to create more relevant communications and identify opportunities for deeper engagement.

Why mhance?

Turning engagement data into meaningful relationships

Successful journeys are not simply about sending more communications. We help organisations use data, segmentation and automation to create more relevant and valuable interactions.

Balancing personalisation and practicality

Many organisations have more engagement opportunities than resource. Our approach focuses on creating journeys that deliver measurable value while remaining practical to manage and maintain.

Connecting engagement with the wider customer journey

Customer Insights – Journeys delivers the greatest value when it works alongside Dynamics 365 Sales, Customer Service, Contact Centre and Power Platform. We help organisations create joined-up experiences rather than isolated campaigns.

Supporting continuous improvement

Engagement strategies evolve over time. We help organisations analyse performance, refine journeys and identify new opportunities to improve engagement and outcomes.