Dynamics 365 Customer Insights
Create engaging experiences by uniting customer data with real-time journeys on an agentic CRM solution.
Overview
Deliver connected customer journeys across sales, marketing, and service
Understand your customers and create truly personalized experiences.
- Unify transactional, demographic, and behavioral data to create a single source of truth for AI agents to act on.
- Enrich profiles with diverse data sources, including proprietary intelligence, and unlock predictions with prebuilt AI models.
- Build new segments or discover new audiences with AI recommendations that are continually updated with real-time data.
- Add consent data during the unification process using automatic data refresh to ensure that your organization meets privacy and security regulations.
- Deliver tailored experiences with the right message at the right time across sales, marketing, and service engagements.
- Create real-time customer journeys across channels that are contextually relevant and can be optimized with A/B testing.
- Hand off scored, qualified leads to sellers automatically and measure pipeline success with prebuilt analytics dashboards.
- Engage customers using prebuilt digital channels including text, email, and push notifications, and then seamlessly add custom channels to the journey.
- Discover insights and quickly understand customer attributes with individual profile summaries using Microsoft Copilot.
- Describe your target segments to Copilot and quickly build, review, and modify customer segments.
- Generate tailored content and headlines, branded emails, and captivating images for any segment with Copilot.
- Simplify journey creation with Copilot by defining your business goals, target audience, or desired flows.
The Total Economic Impact™ Of Microsoft Dynamics 365 Customer Insights
Explore the advantages of Dynamics 365 Customer Insights in this commissioned study conducted by Forrester Consulting.
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Partners
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Use cases
Connected customer experiences across teams
Marketing
Tailor real-time customer journeys and use Copilot to find new insights, create audience segments, and produce personalized content.
Sales
Empower sellers with real-time leads, enabling personalized interactions through AI-generated predictions and product recommendations.
Service
Identify customer issues proactively and provide service representatives with in-depth customer profiles that help route cases and resolve issues faster.
Customer stories
Real customers, real results
“With the use of AI-enabled features in Dynamics 365, we believe we can provide a better experience for our team, our partners, and our customers.“
Nick Amorese, Global Client and Partner Operations Manager, Kodak Alaris
61%
Cost savings
Products
- Dynamics 365 Customer Insights
“We have a variety of customers. Digital visibility powered by Microsoft enables Sonepar to deliver a personalized omnichannel experience to every one of our customers.”
Jérémie Profeta, Chief Transformation Officer, Sonepar
Products
- Dynamics 365 Customer Insights
“Copilot in Dynamics 365 Customer Insights lets us move quickly, effectively, and efficiently. That’s what sets us apart, and those three elements are important in disaster response.”
Art delaCruz, Chief Executive Officer, Team Rubicon
Products
- Dynamics 365 Customer Insights
“I see that with Customer Insights and the use of Copilot we can achieve great success and results by improving the brand.”
Madalena Albuquerque, Product Owner, Lynk & Co
Products
- Dynamics 365 Customer Insights
“We’re accelerating the visibility of consumer insights and business intelligence.”
Chad Niemuth, Vice President Global IT, Campari Group
Products
- Dynamics 365 Customer Insights
“Once you bring different types of data into the mix, you can understand more about people.”
Franco Segarra, Head of Innovation, Valencia CF
Products
Dynamics 365 Customer Insights
Resources
Find resources in your favorite formats
Research
The Total Economic Impact™ of Microsoft Dynamics 365 Customer Insights
Explore the advantages of Dynamics 365 Customer Insights in this commissioned study conducted by Forrester Consulting.1
Research
The Forrester Wave™: CRM, Q1 2025
Discover why Forrester named Microsoft a Leader in The Forrester Wave™: CRM, Q1 2025, recognizing its unified platform, AI capabilities, and extensive partner network.4
Research
2024, Gartner Magic Quadrant for CRM Customer Engagement Center
See why Microsoft was named a Leader in the 2024 Gartner® Magic Quadrant™ for CRM Customer Engagement Center.5
Video
See Customer Insights in action
Uncover new insights to deliver personalized customer experiences.
Video
Putting personalization in the driver’s seat
See how Lynk & Co customizes experiences with Customer Insights.
Video
Taking amusement parks to new heights
Discover how Tivoli Gardens delights guests by using Customer Insights.
Video
Lighting up personalized experiences
Learn how AEP Energy powers personalization with Customer Insights.
Courses
Customer Insights learning paths
Learn new skills and get step-by-step guidance with learning paths.
Next steps
Try Dynamics 365 Customer Insights
Deliver personalized, responsive, and connected customer journeys using built-in AI and analytics.
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Call a Dynamics 365 expert
Available M-F 6 AM to 3 PM PT.
Call (800) 642 7676
- [1]Results are over three years for a composite organization based on customers interviewed for a commissioned study delivered by Forrester Consulting, The Total Economic Impact™ Of Microsoft Dynamics 365 Customer Insights, April 2024.
- [2]Unified People refers to a uniquely identified individual that is created through a collection of defined data source sets from multiple systems, represented by a profile.
- [3]Interacted People refers to any Dataverse entity (such as a contact, lead, account or an Insights profile) that is interacted with. A person is considered interacted when they are interacted with via either an outbound interaction or an inbound one such as filling out a form via a marketing website. The interaction can be sent through the channels available in Customer Insights (such as emails, text messages, or push notifications), other Microsoft channels (such as Azure Communication Services), or external systems (such as other text-messaging providers).
- [4]The Forrester Wave™: Customer Relationship Management Software, Q1 2025, Kate Leggett, Linda Ivy-Rosser, Faith Born, March 24, 2025.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here. - [5]
Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Wynn White, 11 December 2024.
Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.