February Feature Highlights for Customer Insights, Journeys

Customer Insights, Journeys Feature Highlights

21 January 2025 · By · Tagged as: Dynamics 365

February brings a host of exciting updates for Customer Insights - Journeys, designed to streamline your marketing workflows and elevate customer engagement. From new journey templates to dynamic segment reentry, these features offer greater flexibility and efficiency. This blog explores the key updates in detail, with insights on how to take full advantage of the new tools to optimize your marketing strategy. Plus, learn how our Marketing Momentum service can provide expert guidance to help you get the most out of these powerful features. Read on to see how these updates can transform your customer journeys!

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February is packed with exciting new updates for Customer Insights - Journeys. These features aim to simplify workflows, improve engagement strategies, and empower marketers to deliver more impactful customer journeys. Here’s what’s coming:

1. Accelerate Journey Creation Using Journey Templates 

(General Availability: February)

Save time and minimise errors by kickstarting your customer journey creation with pre-built templates for common scenarios. These templates can be tailored to your content and flow preferences before publishing, allowing for quicker execution and fewer mistakes.

Feature Details:

• Save any journey as a template for future use.

• Streamline workflows for standard outreach like event announcements, single email campaigns, and series such as welcome or cart-abandonment flows.

• Reduce the time needed to recreate successful strategies and improve consistency.

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2. Allow Individuals to Reenter a One-Time, Dynamic Segment Journey 

(Public Preview: February)

Customers often move through lifecycle stages multiple times. With this feature, you can now allow individuals to reenter a one-time journey if they requalify for the same lifecycle state (e.g., completing multiple purchases).

Feature Details:

• Add a checkbox to let customers reenter journeys they qualify for more than once.

• Ensure customers receive relevant communication, like a receipt email, each time they meet the journey's criteria.

• Prior to this update, one-time journeys blocked reentry, even if customers requalified.

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3. Control How Fast Customers Enter a Journey 

(General Availability: February)

Avoid overwhelming your operations by controlling how quickly customers enter a journey. Journey rate limiting lets you space out customer entries, ensuring smooth downstream processes like call center management or system load balancing.

Feature Details:

• Set rate limits per hour or day to regulate the flow of customers into journeys.

• Specify which days of the week customers can enter the journey.

• Rate limiting applies to segment-based journeys but is not supported for trigger-based journeys.

Example: If a journey promotes a call to action that directs customers to contact your support team, rate limiting prevents excessive calls from arriving simultaneously, ensuring a better customer experience.

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4. Deliver a Common Experience to Multiple Audiences with a Single Journey

(General Availability: February)

Reduce complexity and promote efficiency by using multiple segments in a single journey. This eliminates the need for creating composite segments or maintaining additional audience definitions.

Feature Details:

• Specify up to 15 segments as a journey audience.

• Easily reuse existing segments to create a combined audience without requiring segment creation expertise.

• Streamline audience management and reduce the number of segments requiring maintenance.

Example: A marketing manager with separate segments for men and women can now create a journey targeting both groups without needing to combine them into a new segment .

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5. Export Your Data to Your Own Storage for Custom Reporting

(Public Preview: February)

Gain deeper insights into your campaigns by exporting engagement data directly to your storage solutions for use with your existing reporting systems. This provides greater flexibility for custom analysis outside of Microsoft Fabric.

Feature Details:

• Export engagement metrics like email opens, clicks, and bounces.

• Securely send Customer Insights - Journeys interaction data to your storage.

• Use exported data to create custom reports tailored to your needs.

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Empower Your Team with Our Marketing Momentum Service 

If you’re excited about these updates but unsure where to start, our Marketing Momentum Service is here to help. We offer expert support to ensure you’re making the most of your investment in Customer Insights - Journeys and other Microsoft marketing tools.

With Marketing Momentum, we can:

• Help you set up and optimise customer journeys to align with your goals.

• Provide training on using the latest features, such as journey templates and dynamic reentry.

• Ensure your marketing strategy is scalable, efficient, and tailored to your audience.

• Offer ongoing support to troubleshoot issues, create custom solutions, or maximise campaign ROI.

Our goal is to give you the confidence and tools to deliver exceptional customer experiences—without overwhelming your team ????.

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These features, and more, will be available starting in February. Be sure to explore how these tools can enhance your marketing workflows and improve your customer engagement strategies.

For the full list of updates, visit the Dynamics 365 Release Planner.

To get in touch for any Customer Insights, Journeys support or to hear more about our Marketing Momentum service contact us at enquiries@crmknowledge.co.uk

https://www.crmknowledge.co.uk/consulting/sales-and-marketing-services