Connect, ingest, and unify customer data from any source into a single, trusted customer profile — the foundation for every insight and activation.
| Capability | What It Does |
|---|---|
| Data Sources & Connectors | Connect hundreds of data sources — CRM, ERP, e-commerce, loyalty, and third-party SaaS — with native and Power Query connectors |
| Data Unification | Match and merge customer records across sources using configurable rules to create a single, deduplicated customer profile |
| Microsoft Fabric Integration | Read and write customer data directly from Microsoft Fabric OneLake for seamless integration with your analytics and data engineering pipelines |
| Real-Time Data Ingestion | Capture and process behavioral signals, transactions, and events in real time to keep customer profiles and segments always current |
| Data Exports & Activations | Activate unified customer data by exporting segments and insights to 60+ destinations including ad platforms, marketing tools, and data warehouses |
Build 360-degree customer profiles, create precise audience segments, and predict customer behavior — powering personalized experiences at scale.
| Capability | What It Does |
|---|---|
| Unified Customer Profiles | View a complete timeline of every customer’s interactions, transactions, and behaviors across all connected data sources |
| Segment Builder | Create dynamic and static audience segments using a no-code builder with filters on profile attributes, activities, and measures |
| AI Predictions | Out-of-box AI models predict churn, CLV, product recommendations, and next best action using your unified customer data |
| Measures & KPIs | Define business metrics and KPIs at the customer or segment level — like total spend, days since last purchase, or engagement score |
| Enrichments | Enrich profiles with third-party data including demographics, firmographics, location intelligence, and interest signals from partners |
Design and run real-time customer journeys that trigger on behavior, adapt to customer actions, and deliver personalized experiences across every channel.
| Capability | What It Does |
|---|---|
| Real-Time Journeys | Build event-triggered customer journeys that respond to behavior in real time — from email opens to purchases to service interactions |
| Triggers & Events | Define custom and out-of-box triggers from Dataverse, APIs, or customer interactions that start, branch, or exit journey flows |
| Audience Entry & Exit Rules | Control how quickly customers enter journeys, suppress duplicates, pause for unplanned events, and re-enter journeys on schedule |
| Event Management | Plan and manage in-person and virtual events with registration, waitlists, session management, and attendee communication |
| Consent Management | Centrally manage and enforce customer communication preferences across all channels with compliant opt-in/opt-out workflows |
Create, personalize, and deliver high-performing email campaigns, SMS, push notifications, and forms — with AI assistance at every step.
| Capability | What It Does |
|---|---|
| Email Marketing | Design responsive email templates with a drag-and-drop editor, dynamic personalization, and real-time content refresh |
| SMS & Push Notifications | Send personalized SMS and push notifications with Copilot-powered conversational messaging and two-way reply handling |
| Forms & Landing Pages | Build embeddable web forms for lead capture, event registration, surveys, and preference centers with bot protection and prefill |
| A/B Testing & Optimization | Run content experiments across subject lines, email bodies, and send times to automatically promote the best-performing variant |
| Brand Management | Maintain brand consistency with centralized template libraries, reusable content blocks, and brand asset management |
Generative AI and autonomous agents that help marketers create journeys faster, optimize engagement automatically, and turn data into actionable insights.
| Capability | What It Does |
|---|---|
| Copilot for Journeys | Describe a journey goal in natural language and Copilot builds the full flow — triggers, branches, content, and timing — instantly |
| Journey Creation Agent | Autonomous agent that creates complete, personalized journeys in minutes from a brief description, reducing setup time dramatically |
| Outreach Optimization Agent | AI agent that automatically adjusts message timing, channel mix, and frequency per customer to maximize engagement rates |
| AI Content Generation | Generate email subject lines, body copy, and SMS messages using Copilot — tailored to your brand voice and audience |
| Predictive Analytics | AI models surface churn risk, customer lifetime value predictions, and next-best-action recommendations within the marketer workflow |
Real-time and historical analytics on journey performance, email engagement, and segment health — with heatmaps, Power BI, and Microsoft Fabric.
| Capability | What It Does |
|---|---|
| Journey Analytics | Track customer inflows, exits, and conversion rates at every step of a journey with a visual funnel and trend breakdowns |
| Email Engagement Analytics | Monitor open rates, click rates, and heatmaps showing exactly where customers engage in each email communication |
| Contact & Lead Insights | View a complete activity timeline for each contact showing every journey touch, email interaction, and behavioral event |
| Power BI & Fabric Reports | Build custom marketing analytics reports using Microsoft Fabric integration and Power BI with all Customer Insights data |
| Performance Dashboard | Track end-to-end data processing status, ingestion health, and segmentation run times in a unified operational dashboard |
Product Roadmap
2026 Release Wave 1 (Apr – Sep 2026) — Source: Customer Insights – Data Release Plans & Customer Insights – Journeys Release Plans — Covers both Customer Insights – Data and Customer Insights – Journeys
Prior Releases
Source: Dynamics 365 Release Plans — Microsoft Learn