Dynamics 365 Customer Insight - Journeys

Engage in real time. Personalise at scale.

Microsoft Dynamics 365 Customer Insights – Journeys (formerly Dynamics 365 Marketing) goes beyond marketing automation. It enables sales, service, and marketing teams to design trigger-based, real-time customer journeys that react instantly to customer actions and preferences.

With dynamic personalisation and AI-driven orchestration, organisations can deliver meaningful experiences across every channel building loyalty from the first interaction through to long-term relationships.

Key features

Real-time engagement – Trigger journeys that respond instantly to customer behaviours across email, SMS, push, and custom channels.
Connected journeys – Orchestrate consistent experiences from awareness through purchase and retention.
AI-driven personalisation – Use AI to recommend content, select channels, and analyse outcomes.
Personalisation at scale – Power segmentation and dynamic content with data from Customer Insights – Data.
Flexible, scalable platform – Secure, compliant, and ready to grow with your business.

Business benefits

While often led by marketing, Journeys creates impact across the business:

Sales – Prioritise leads with AI scoring, access personalised recommendations, and view the full journey timeline.
Customer Service – Equip agents with context from customer journeys for faster, more relevant support.
Data & Analytics – Build advanced segments, explore outcomes with Copilot, and simplify analysis with natural language queries.
Operations & Strategy – Align journeys to business goals, ensuring customer needs are met in real time.

From marketing to service, Customer Insights – Journeys empowers every team to build real-time, AI-driven connections that accelerate loyalty and growth.

Cross-solution connections

Dynamics 365 Sales – Feed journey insights into sales workflows for more targeted engagement.
Customer Service & Contact Centre – Trigger proactive support and deliver seamless experiences.
Dynamics 365 Field Service – Provide technicians with customer journey insights for proactive service.
Finance & Supply Chain Management – Connect campaigns and milestones to billing, contracts, and inventory.
Power Platform & Copilot – Automate orchestration, personalise campaigns, and unlock AI-driven insights.

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.

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Why Delaware?

At Delaware, we don’t just implement Customer Insights – Journeys, we help you turn it into a strategic engine of customer engagement.

We bring:

Solution-agnostic approach – Recommending the right-fit platform for your stack.
Proven experience – Delivering both enterprise rollouts and specialist projects.
End-to-end delivery – From design and implementation to training and optimisation.
Microsoft partnership – Early insight into Microsoft’s roadmap for future-proof adoption.
ROI-focused methodology – Every project designed for measurable business outcomes.
People-first culture – Collaboration and commitment underpin everything we deliver.

With Delaware, Customer Insights – Journeys evolves into a powerful driver of loyalty, growth, and customer lifetime value.