MICROSOFT DYNAMICS 365 CUSTOMER INSIGHTS
Turn disconnected customer data into more relevant experiences.
When customer information lives across disconnected systems, it’s difficult to understand your audience and deliver consistent experiences.
PrenticeWorx helps you implement and optimize Dynamics 365 Customer Insights around your data, marketing processes, and customer engagement goals.
What’s preventing you from understanding and engaging your customers?
Your customer information is disconnected
Customer data often lives across CRM platforms, marketing tools, websites, and other business systems. Without an effective data strategy, teams struggle to build a consistent understanding of the people they serve.
Your campaigns don’t respond to customer behavior
Generic campaigns and manual processes make it harder to engage customers at relevant moments. Your marketing team needs appropriate audience information and the ability to respond to meaningful interactions.
You can’t clearly connect engagement to outcomes
Without consistent data and agreed-upon measurements, understanding what’s working becomes difficult. Your team needs visibility into customer interactions and a practical way to improve its approach.
FROM CUSTOMER DATA TO CUSTOMER ENGAGEMENT
Build better customer experiences on a stronger foundation.
Dynamics 365 Customer Insights provides tools for unifying customer data and orchestrating customer journeys. Whether you need one capability or both, the right approach starts with your existing information, processes, and customer engagement objectives.
Connect the information that matters
Bring relevant customer data from different sources together to develop unified profiles. Identify which information is reliable, establish appropriate matching rules, and determine how customer records should be maintained.
Build audiences around meaningful criteria
Define customer groups using the information available to your organization. Create segments that support specific engagement goals instead of relying on the same message for every customer.
Respond to customer actions
Design journeys that respond to events, interactions, and customer attributes. Coordinate relevant communications using supported channels and the appropriate consent settings.
Measure engagement and improve
Review customer interactions and journey performance to understand how audiences respond. Use those findings to refine your messages, audience definitions, and engagement processes.
A PARTNER WHO BUILDS AROUND YOU
Better customer experiences start with understanding your business.
Before building audiences or automating customer journeys, it’s important to understand the information and processes behind them.
Which systems hold your customer data? How do marketing and sales share information? Who manages customer preferences? Where do customers encounter disconnected experiences?
Those answers help us determine what needs to connect, where processes may need to change, and how Customer Insights should support your business.
Understand the customer journey.
Build around what matters.
AI + COPILOT IN CUSTOMER INSIGHTS
Give your marketing team more time to focus on your customers.
Copilot capabilities in Dynamics 365 Customer Insights – Journeys can help marketers develop audiences, create journey structures, and prepare content. Evaluate the features available in your environment and use them where they support your engagement strategy.
Build segments with natural language
Describe the customers you want to reach and use supported Copilot assistance to develop audience criteria. Review the resulting segments to make sure they reflect your campaign objectives.
Create customer journeys faster
Use supported AI assistance to develop journey structures from your objectives, then review the triggers, conditions, and communications before launching.
Draft and refine marketing content
Use Copilot to assist with email content creation and editing. Your team remains responsible for reviewing accuracy, relevance, brand alignment, and customer communication requirements.
Make AI part of a practical marketing strategy.
AI works with the data, instructions, and processes available to it. Establish reliable data, appropriate permissions, and clear marketing objectives before expanding your use of AI.
FROM AI ASSISTANCE TO AI-POWERED ENGAGEMENT
AI that helps your teams do more.
Copilot
Helps your teams create
Build segments, develop journeys, generate content, and work with customer data more efficiently.
Agents
Help move engagement forward
Use AI-driven capabilities to support customer engagement workflows and repetitive processes.
Custom AI
Built around your customer experience
Extend Customer Insights with Microsoft’s broader AI ecosystem to create workflows around your data, customers, and business needs
HOW PRENTICEWORX HELPS
Experienced people.
Customer experiences built around your business.
Building more connected customer experiences takes more than implementing marketing technology. Your data, processes, and customer-facing teams need to work together.
PrenticeWorx combines Microsoft expertise with hands-on business experience to help you build a Customer Insights environment around your organization’s requirements.
New implementation
Define your data requirements, customer engagement objectives, and implementation priorities. Configure the appropriate Customer Insights capabilities around the processes your team needs to support.
Optimize your existing environment
Review your current configuration, audience definitions, data connections, journeys, and reporting to identify opportunities for improvement.
Integrations & data connections
Identify the systems and information your customer experience depends on. Evaluate supported connectors, integration requirements, and appropriate customization options.
Project recovery
When your existing implementation isn’t meeting expectations, evaluate the underlying problems, establish priorities, and develop a practical path forward.
THE BUSINESS CASE
See the potential impact of Customer Insights.
A Microsoft-commissioned Forrester study found significant potential value from Dynamics 365 Customer Insights, including strong ROI, faster journey development, and improved conversion rates.
324%
ROI over three years
15%
improvement to conversion rate per customer journey
75%
Time savings on customer journey development
Source: Forrester Consulting. The Total Economic Impact of Microsoft Dynamics 365 Customer Insights, commissioned by Microsoft, 2024.
Results are based on a composite organization from interviewed customers.
Microsoft Dynamics 365 Customer Insights pricing & licensing
Customer Insights licensing depends on your existing Microsoft environment and the volume of customer data and interactions your organization needs to manage.
Explore Microsoft’s licensing options below. PrenticeWorx can help you evaluate your requirements and determine an appropriate implementation approach.
Customer Insights
w/Annual Commitment & Upfront Payment
- Unlimited Users
Customer Insights Attach*
w/Annual Commitment & Upfront Payment
- *Base License Requirements
Frequently Asked Questions
Dynamics 365 Customer Insights provides customer data management and customer journey orchestration capabilities. Organizations can use Customer Insights – Data to unify customer information and Customer Insights – Journeys to create and manage personalized customer engagement.
Customer Insights – Data focuses on connecting customer information from different sources, creating unified profiles, and developing customer insights and segments.
Customer Insights – Journeys focuses on marketing engagement, including audience segmentation, event- and segment-based customer journeys, forms, and supported communication channels.
Not necessarily. Your requirements determine which capabilities you need. Some organizations primarily need customer data unification, while others need marketing automation and customer journey orchestration. Your implementation can be scoped around the appropriate functionality.
Customer Insights supports connections to Microsoft applications and other supported data sources. The appropriate integration approach depends on your existing systems, data structure, synchronization requirements, and the capabilities you’re implementing.
Customer Insights – Journeys provides configurable consent management, including contact-point consent and preference management. Organizations must configure these capabilities according to their communication practices and applicable privacy requirements.
PrenticeWorx offers implementation and optimization services. An assessment of your existing environment can identify opportunities to improve data connections, audience definitions, customer journeys, configuration, and reporting.
Implementation timelines depend on your requirements, existing data quality, integrations, selected applications, and the complexity of your customer journeys.
Defining the scope, evaluating your data, and establishing implementation priorities will help determine a realistic timeline.
Customer data, marketing processes, and engagement requirements change over time. Ongoing priorities may include monitoring data quality, refining segments, optimizing journeys, reviewing performance, and evaluating additional capabilities.
LET’S TALK ABOUT YOUR CUSTOMER EXPERIENCE
Make better use of your customer data.
Whether you’re connecting disconnected information, building customer journeys, or improving an existing Customer Insights environment, start with a conversation about your goals.
Talk with PrenticeWorx about what your organization needs and how to move forward.