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Dynamics 365 Customer Insights: Everything You Ever Wanted to Know

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People have been talking a lot lately about Microsoft and their Artificial Intelligence products that integrate with Microsoft Dynamics 365, namely the Dynamics 365 Customer Insights. D365 AI Customer Insights provides you with customer insights and analytics tools that you can use to enhance your customer service. 

Released in April 2019, it is a powerful, real-time Customer Data Platform (CDP) that can help you bring together data and information to create a comprehensive report and profile of your customers. 

Since it is new, there isn’t much information regarding Dynamics 365 Customer Insights pricing. For that, you’ll have to contact the company. Other than that, this article covers everything you ever wanted to know about D365 Customer Insights. 

What is Dynamics 365 Customer Insights?

 Artificial Intelligence technology drives the product and Microsoft powers it. Therefore, enabling you and your business enterprise to identify trends accurately and integrate your customer’s feedback to meet their needs. 

Moreover, you can have detailed insights and analytics on your business products and services to make better decisions and create more value. 

How Does Dynamics 365 Customer Insights Work?

It is the first step in creating a Customer Data Platform for your business enterprise.

 A Customer Data Platform is quite similar to a Master Data Management, where it stores all the data related to your customer. 

However, a Customer Data Platform takes your data, accumulates it, and becomes the primary source of information without impacting any other sources, unlike a Master Data Management, which keeps all other sources on the same page. 

Dynamics 365 Customer Insights allows you to create Customer Data Platforms using Artificial Intelligence technology instead of manually creating data channels. With this product, you can also have control over the relationship between different data and information channels. 

After gathering data regarding a specific customer, it runs through the unification process, producing the customer profile. You can also export this data during the process to other applications so that you can keep track of your work. 

After you have the customer data platform’s customer profiles, Artificial Intelligence turns those insights into meaningful actions and recommends them to you. It also suggests you some features of the product to use as you take the course of action. 

Even without the Artificial Intelligence-generated customer insights, Dynamics 365 Customer Insights allows you to bring together and organize all your data in a Customer Data Platform. 

From all this information and customer data, you can finally take action. For starters, you can start marketing campaigns or enhance ongoing campaigns according to the needs. You can even turn at-risk and high-value customers into lifetime loyal customers with just a tweak in your strategy. 

Audience Insights in Dynamics 365 Customer Insights

It has an ‘Audience Insights’ feature that unifies all your customer’s data and generates real-time insights. Artificial Intelligence technology powers this feature and that contributes to transforming customer data into actionable insights. 

Connecting Data for Deep Insights

It brings together all your customer’s data using pre-built connectors in the solution. This data is then streamlined and standardized to create comprehensive profiles regarding each customer.

Each profile, then, is full with its own interests and preferences. Lastly, the customer feedback augments the customer profile. 

Predicting Customer Needs

Audience Insights also predicts customer’s needs using Artificial Intelligence technology. Firstly, it identifies and sorts out high-value and at-risk customers.  Next, recommendation of relevant products and services by the company through Artificial Intelligence are given. After this, new audience segments are created through the customer’s reactions, and the business performance is tracked to check the results.

Drive Meaningful Actions

Through the Audience Insights feature, you can drive meaningful actions using the insights generated by Artificial Intelligence technology. Firstly, you will have to activate the real-time insights with turnkey integrations. 

Next, embedded customer profile cards will appear in your business applications. Through this, you can automate customer-centric experiences and build custom applications with embedded insights regarding the customer. Lastly, enable the real-time decision-making feature that will recommend you the best course of action to take. 

Building Customer Trust

Audience Insights also allows you to build customer trust with unmatched security. You can maintain complete control over your customer data. Through this, you can help secure any sensitive data about customers that would exceed industry standards. 

Engagement Insights in Dynamics 365 Customer Insights

The other essential capability is ‘Engagement Insights.’ This feature allows you to comprehend customer behavior using digital analytics and insights. 

In this feature, you can measure customer behavior on your digital platforms by tracking customer engagement using web analytics. 

You can also track engagement using mobile application analytics. With these analytics, you can build customized reports for your specific business enterprise needs. In these reports, you will see how customers progress through their journey on your online platforms. 

In addition to that, you can conduct multichannel analysis by connecting data from all your channels. After the data collection, you can analyze customer behaviors using a customer attributes profile. To make your work easier, you can also analyze customer behavior by segments rather than channels or attributes. 


  • Artificial Intelligence Machine Learning

With the latest Artificial Intelligence Machine Learning technology, you can find patterns and arrange all your customer data in a wide range of sources with just a click. With this, you can get a single view of your customer’s data in real-time. 

  • Optimize Opportunities

With Dynamics Customer Insights, you will definitely find the confidence to take actions supported by Artificial Intelligence-generated insights. These insights recommend you take the best course of action for your business enterprise that will ensure success. 

  • 360-View of Your Customers

You can get a 360-View of your customers and their data 24/7. You will have access to critical insights about their needs, requirements, preferences, and behavior. This data, unified and collected by AI machine learning, can be displayed in demographic, transactional, or behavioral information. 

Integration With Other Microsoft Dynamics 365 Products

With Artificial Intelligence Customer Insights’ latest updates, you can integrate another Microsoft product, Dynamics 365 Customer Voice, to surface customer profiles with their information and data that can be shared to other applications. 

The surveys regarding customer feedback from Dynamics 365 Customer Voice can generate customer data segments through Dynamics 365 Customer Insights. 

These insights are then used by another Microsoft product called Dynamics 365 Marketing, which makes the right decision for the right customers regarding marketing. 

Through these three products, you can engage customers with your real-time services related to sales, commerce, and marketing and earn lifetime loyal customers. 

Not Suitable for Everyone

Dynamics 365 Customer Insights is a part of the Dynamics 365 product family. However, each product solution can be used separately for its departments like finance, marketing, and sales. Nearly all the Dynamics 365 products are straightforward to use with their user-friendly interfaces. 

However, Dynamics 365 Customer Insights is built for tech-savvy users, for example, data and information technicians who have deep knowledge and understanding of informational sources, data sources, and databases. 

To use Dynamics 365 Customer Insights to its full potential, it is highly recommended to elect a person with deep knowledge about Microsoft’s products, mainly data connectors.


  • Azure Subscription

Dynamics 365 Customer Insights an Azure service. Hence, to set it up and purchase the solution, you will need an Azure subscription first. This can be troublesome for some businesses.

  • Less Data Support and Integration

Presently, there are significantly fewer data sources for Dynamics 365 Customer Insights to work with. This can be disappointing as fewer customer data generates and fewer insights regarding customer profiles. 

Also, you can currently integrate only Microsoft Dynamics 365 products with Dynamics 365 Customer Insights. It does not support the integration of many other software and applications. 

However, Microsoft has been updating Dynamics 365 Customer Insights, and you will be able to integrate the most popular applications and software with it soon. 

  • Setting Up Dynamics 365 Customer Insights

Dynamics 365 AI Customer Insights does not have a user-friendly interface, and it may not be straightforward to set up this product. It demands many technical steps that may confuse you. Dynamics 365 Customer Insights is a relatively new product, so Microsoft may take some time to update its user interface and make it easy for you to set it up. 


Microsoft has created some of the best industrial and business enterprise solutions, and Dynamics 365 Customer Insights is no exception. It was launched recently and is relatively new in the market. Nevertheless, it was able to attract users and engage with the audience. This article covers most aspects of it; however, to get a comprehensive and detailed explanation about its features and modules, you can contact the company and book a free demo.

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