7 Mind-Blowing Copilot Features in Dynamics 365 CI You Can’t Ignore

Understanding your customers and delivering tailored experiences is more important than ever.

Microsoft Dynamics 365 Customer Insights is here to help you do just that. This powerful platform unifies your customer data and provides actionable insights, transforming the way you approach marketing.

But that’s not all—when you add Microsoft Copilot AI into the mix, you get an even more robust solution that streamlines workflows and makes creating and managing personalised campaigns a breeze.

In this blog post, we’ll explore how Dynamics 365 Customer Insights can enhance your marketing efforts.

We’ll explore the impact of this platform on your marketing strategies and take a closer look at the Copilot capabilities that make it even better.

From AI-assisted journey creation to intuitive data analysis, you’ll see how these features can transform your approach to customer engagement and drive better business outcomes.

What is Dynamics 365 Customer Insights?

Microsoft Dynamics 365 Customer Insights (formerly Dynamics 365 Marketing) is a customer data platform.

It integrates data from multiple sources to create a unified customer view. Helps marketing teams analyse interactions and gain insights.

Enables the creation and distribution of personalized marketing campaigns across platforms.

Customer Insights is split into two applications, Journeys and Data, which provide this comprehensive functionality.

• Customer Insights – Journeys provides functionality for creating tailored, multi-channel campaigns that engage customers in real-time based on their interactions and behaviours.
• Customer Insights – Data provides the tools to unify and enrich customer profiles by integrating data from various sources, offering a 360-degree view of each customer. This enables marketers to segment their audience more effectively and tailor their campaigns to specific customer needs.

How does Customer Insights enhance marketing?

Customer Insights – Journeys empowers marketers to create personalised, multi-channel campaigns with real-time customer data.

For example, by leveraging real-time journeys, businesses can send targeted emails based on customer behaviour, such as abandoned cart reminders or tailored product recommendations.

This ensures that marketing efforts are timely and relevant, increasing engagement and conversion rates.

On the other hand, Customer Insights – Data enriches customer profiles by integrating data from various sources, providing a unified view of each customer.

This module helps marketers segment their audience more effectively and tailor their campaigns to specific customer needs.

For instance, a retailer can use enriched data to identify customers interested in outdoor activities and send them targeted promotions for camping gear.

By combining the capabilities of both modules, Dynamics 365 Customer Insights enables businesses to deliver the right message to the right customer at the right time, significantly enhancing their marketing strategies.

The Total Economic Impact of Customer Insights

The Total Economic Impact™ study of Microsoft Dynamics 365 Customer Insights, conducted by Forrester Consulting in April 2024, highlights significant cost savings and business benefits for organisations.

The study found that businesses using Dynamics 365 Customer Insights achieved a remarkable 324% return on investment (ROI) and a net present value (NPV) of $7.86 million over three years.

Key benefits include a 15% increase in revenue per customer journey, 75% time savings on journey development, and a 50% reduction in physical marketing spend.

Additionally, organisations saved $75,000 annually on marketing agency fees and $120,000 per year by retiring redundant solutions.

Dynamics 365 Customer Insights streamlines marketing efforts. Enhances customer engagement and personalization. Drives substantial financial gains for businesses.

Ideal for organizations aiming to optimize marketing strategies and improve business outcomes.

Powering your marketing with Copilot AI

Now with the knowledge of how Customer Insights is the ideal platform to transform the way you use your customer data, let’s explore how the integration of Microsoft Copilot AI can enhance your workflows and enable you to increase efficiency in your marketing efforts.

By leveraging AI-driven insights and automation, Copilot empowers your marketing team to create more targeted, engaging, and effective campaigns.

Copilot features in Customer Insights – Journeys

Query Assist

This feature allows you to create segments using natural language.

Simply describe your criteria in everyday language, and Copilot translates it into a segment query.

For example, you can type “customers who opened an email in the last 28 days and also registered up for an event” and Copilot Customer insights will generate the corresponding segment.

This makes segment creation intuitive and accessible, even for those without technical expertise.

Create journeys with AI assistance

Write your journey goals and objectives in natural language, and Copilot will create real-time journeys for you.

It analyses your intent and offers insightful suggestions for touchpoints, transitions, and milestones — making the journey-building process more efficient and creative.

This allows marketers to focus on strategy and creativity rather than technical details.

Email creation

Copilot helps you generate email content, recommend images, refine content, and apply AI-assisted themes.

By providing a short list of initial thoughts and selecting a tone of voice, Copilot generates a range of content suggestions that you can build on, making email creation faster and more engaging.

This ensures that your emails are not only personalised but also visually appealing and contextually relevant.

Copilot features in Customer Insights – Data

Have a dialog with data

This feature lets you ask questions in natural language to quickly generate insights about your customers.

For example, you can ask, “How many customers have more than 150 reward points” and use this information to create targeted segments.

This interactive approach to data analysis makes it easier to uncover valuable insights without needing advanced data skills.

Data prep report

The data prep report helps you understand the overall quality of your data and its readiness to produce insights.

It provides an AI-generated summary of data quality, an overall data quality grade, and actionable suggestions to improve your data quality.

This ensures that your data is reliable and ready for analysis, leading to more accurate and actionable insights.

Copilot Support

Copilot assists with various tasks, providing suggested prompts based on the data in your environment.

This support helps you create segments, refine queries, and generate insights more effectively.

By offering contextual assistance, Copilot ensures that you can make the most of your data without getting bogged down by technical complexities.

Segment creation

Describe the segment you want in natural language, and Copilot helps you create it.

For example, you can create a segment for “all customers have a loyalty ID, and who live in WA” and Copilot will generate the segment criteria for you.

This feature simplifies the segmentation process, making it accessible to users of all skill levels and ensuring that your marketing efforts are precisely targeted.

By leveraging these Copilot features, Dynamics 365 Customer Insights empowers businesses to enhance their marketing strategies, streamline workflows, and deliver highly personalised customer experiences.

Transform your marketing with Dynamics 365 Customer Insights

Unlock the full potential of your marketing strategy with Dynamics 365 CI. By leveraging advanced AI capabilities, you can gain unparalleled insights into your customers, create highly personalised journeys, and drive impactful engagement.

Ready to take your marketing to the next level?

Contact us today to schedule a demo and discover how Dynamics 365 Customer Insights can transform your business.

Experience the future of marketing and start delivering exceptional customer experiences now.

Let’s make your marketing smarter, more efficient, and more effective together.