Dynamics 365 Customer Insights – Data & Journeys

Dynamics 365 Customer Insights – Data & Journeys

Know your customers. Anticipate their needs. Personalise at scale. 

Microsoft Dynamics 365 Customer Insights (previously known as Dynamics 365 Marketing) is Microsoft’s Customer Data Platform (CDP), designed to unify, analyse, and activate customer data in real time. It breaks down silos across sales, marketing, service, and operations empowering your teams to deliver personalised, AI-driven experiences that build loyalty and accelerate growth. 

With Copilot built in, Customer Insights makes it easy to turn raw data into actionable intelligence creating a single view of the customer and enabling journeys that adapt in the moment.

Customer Insights - Data (CID)

Unify data from CRM, ERP, web, social, and third-party sources into a golden customer profile. Gain a 360° view of every customer, enriched with AI-powered predictions and insights.


Customer Insights - Journeys (CIJ)

Orchestrate real-time, personalised journeys across email, SMS, push, and more. Use AI to design, optimise, and automate campaigns that reach the right people with the right message at the right time. 


Together, CID + CIJ transform how organisations understand and engage with customers. 

Business benefits

  • Smarter sales – Prioritise leads, tailor conversations, and access insights in Outlook and Teams.
  • Better service – Give agents unified profiles to resolve cases faster and deliver empathetic support. 
  • Data you can trust – Centralise and govern data securely in Azure, ready for analytics and compliance. 
  • Customer-first strategies – Use real-time intelligence to improve forecasting, operations, and engagement. 
Delaware helps businesses turn raw data into personalised experiences with Customer Insights connecting every interaction to growth.

SMART Dynamics 365 Customer Insight - Journeys offering

Turn journeys into results with our SMART approach.

Delaware’s SMART implementation of Dynamics 365 Customer Insights – Journeys helps you deliver personalised, performance-driven campaigns in just four weeks. With Copilot powering content and segments, real-time triggers driving customer journeys, and unified profiles guiding every interaction, your teams can spend less time wrangling data and more time creating marketing that converts. 

discover SMART offerings

Why Delaware?

At Delaware, we don’t just implement Customer Insights we turn data into strategy.


We bring:

  • Solution-agnostic advice – Matching your needs to the right tech, not one-size-fits-all. 
  • Deep expertise – Experience across industries, touchpoints, and complex transformations. 
  • AI-first adoption – Embedding Copilot to accelerate time-to-value and ROI. 
  • End-to-end integration – From Dynamics 365 and Power Platform to SAP, Salesforce, and ServiceNow. 

With Delaware, Customer Insights becomes more than a CDP it’s a customer intelligence engine that transforms interactions into long-term value.