10 Must-Know Updates in Customer Insights-Journeys: New Features, Public Previews, and Upcoming Enhancements

What’s New and Upcoming in Dynamics 365 Customer Insights-Journeys

13 August 2024 · By · Tagged as: Dynamics 365

In the ever-evolving world of CRM, staying updated with the latest features and enhancements is crucial for optimizing your marketing strategies. Our latest blog post, "10 Must-Know Updates in Dynamics 365 Customer Insights", provides a comprehensive overview of the most significant recent and upcoming features. From enhancements that are already available to those in public preview and new capabilities on the horizon, we cover everything you need to know. Discover how these updates can improve your email optimization, marketing automation, and overall CRM performance. Read on to ensure you're leveraging all the latest tools and techniques to stay ahead of the competition and drive your business success.

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At CRM Knowledge, our mission is to ensure that our clients are always making the most of their investments in Dynamics 365 Customer Insights and Journeys. We understand that staying updated with the latest features and enhancements can significantly impact your marketing strategies and overall business success. That's why we're dedicated to keeping you informed about new capabilities that can elevate your CRM experience.

In this blog, we’ll walk you through ten of the latest updates and features available in Customer Insights Journeys. Whether these features are already available, currently in public preview, or scheduled for release in the coming months, we want to make sure you're equipped with the knowledge to leverage these innovations effectively. From enhanced email optimisation to advanced analytics and seamless integration with your sales team, these updates are designed to maximise your engagement, improve data accuracy, and ultimately help you achieve your business goals with greater confidence.

Already Available 

1. Optimise Email Content Based on Customer Behaviour Across Devices Gen availability: August 1, 2024

Nowadays people are using several different devices and understanding how your customers interact with your emails across different platforms is crucial. This feature provides comprehensive insights into the devices, email clients, operating systems, and browsers your audience uses. By making the most of this detailed engagement data, you can tailor your email designs and content to ensure optimal readability and effectiveness across all devices. This enhancement helps you refine your marketing strategy, improve customer interactions, and boost overall engagement rates.

2. Improve Reliability of Insights with Advanced Bot Protection Gen availability: August 1, 2024

Accurate data is the cornerstone of effective marketing and decision-making. With advanced bot protection now available, you can safeguard your CRM data from the impact of malicious bots that can distort engagement metrics and analytics. This feature filters out bot activity, preventing inflated click rates and skewed results. By ensuring that your insights reflect genuine customer interactions, you can make more informed decisions and enhance the quality of your marketing efforts.

Public Preview 

1. Control How Fast Customers Can Enter a Journey Public preview: August 2024

Managing the pace at which customers enter your journeys is essential for maintaining smooth operations and optimising customer experiences. With this new feature, you can set rate limits to control how quickly customers join your journeys. This helps prevent overwhelming downstream operations, such as call centres or support teams, by spreading out the influx of requests. You can specify rate limits per day or hour and choose which days of the week customers can enter, allowing for better management of large-scale marketing campaigns and minimising potential disruptions.

2. Refine Email Content in Running Journeys Public preview: September 2024

Keeping your email content fresh and relevant is key to maximising engagement. This feature allows you to edit email content, links, layout, and dynamic elements while a journey is active, without having to create a new version or interrupt the customer experience. You can update your emails based on real-time feedback and performance metrics, making it easier to respond to changing business needs or customer preferences, and improve engagement and conversion rates on the fly.

General Availability Later in the Year 

1. Reach Customers with Greater Throughput for Trigger-Based Journeys Gen availability: September 2024

Enhance your ability to react to customer behaviour with up to 500,000 interactions per hour for trigger-based journeys. This significant increase in throughput allows you to engage with customers in real time during critical moments, making your outreach more timely and effective. By delivering personalised messages more quickly, you can boost the relevance of your interactions and improve overall engagement with your campaigns.

2. Scale Your Business with Confidence with 300M Maximum Monthly Interactions Gen availability: September 2024

Grow your business and expand your marketing efforts with the new capacity to handle up to 300 million monthly interactions and reach up to 100 million contacts. This major enhancement allows you to deliver real-time, personalised experiences at a much larger scale, whether you’re entering new markets, promoting products, or increasing your customer base. This expanded capacity supports more extensive and impactful customer engagement strategies.

3. Automate Seamless Handoffs Between Marketing and Sales Gen availability: September 2024

Bridge the gap between marketing and sales with the ability to create sales activities and records directly from your customer journeys. This feature ensures that your sales team can follow up with qualified leads at the right time, based on customer interactions. By automating the creation of tasks, phone calls, and lead records, you ensure timely and effective engagement, helping to convert leads into opportunities and streamline your sales processes.

4. Improve Engagement and Compliance with Double Opt-In Gen availability: October 2024

Enhance your email marketing strategy and ensure compliance with privacy laws by implementing double opt-in. This feature requires users to confirm their subscription preferences through a follow-up email, reducing spam complaints and bounce rates. By ensuring that subscribers genuinely want to receive communications, you improve engagement rates and maintain a clean and accurate contact list.

5. Understand Customer Inflows and Exits at Every Journey Step Gen availability: November 2024

Gain detailed insights into your customer journeys with enhanced analytics that show exactly how customers move through each step. This feature allows you to see why the number of customers at different stages may differ from initial expectations and provides lists of up to 50,000 customers who entered or exited each step. This improved visibility helps you understand and optimize journey performance, making it easier to refine your marketing strategies.

6. Split Your Audience into Groups to Deliver Unique Customer Experiences Gen availability: November 2024

Deliver customised experiences by splitting your audience into different branches within a journey. You can divide your audience by percentage for random sampling or by specific numbers for targeted outreach. This feature supports up to 25 branches, allowing you to test new experiences, run surveys, or offer promotions to different segments of your audience efficiently.

At CRM Knowledge, we are committed to helping you make the most of your Dynamics 365 Customer Insights and Journeys investments. Whether you need ongoing support or tailored marketing strategies, we offer comprehensive solutions to ensure your success.

Support Subscription Our Virtual CRM Team is here to provide expert assistance and resolve any CRM challenges you might face. With our support subscription, you'll have access to a dedicated team ready to tackle your unique needs and keep your CRM system running smoothly.

Marketing Momentum Subscription For a more proactive approach, consider our Marketing Momentum subscription. This service delivers tailored solutions to anticipate and address your marketing needs, including:

 

• Health Check: Regular app updates and mini audits to keep your marketing system efficient.
• Strategy Sessions: Collaborative planning to align your marketing efforts with business goals.
• Content Advice: Expert guidance on creating compelling content across various channels.
• Email Optimisation: Support in enhancing email performance through A/B testing and optimisation.
• Monthly Tutorials and Training: Access to live or recorded sessions on the latest techniques.
• Lead Generation and Nurturing: Strategies to convert prospects into loyal customers.
• Campaign Review: Joint assessment of your campaigns to ensure you meet your objectives.
• Segmentations, Subscriptions, and Marketing Lists: Master data management for precise segmentation and compliance.
• Event Marketing: Technical expertise for executing events, webinars, and workshops.
• Yearly Recap: An annual review to summarise achievements and set future goals.

Let us help you harness these new features and optimise your CRM strategies for greater success. Contact us today to learn more about our support and marketing services!

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