Microsoft Dynamics 365 Customer Insights

Microsoft Dynamics 365 Customer Insights – Data

Unify your customer data for actionable insights to deliver personalized experiences

Customers demand a personalized experience from their brands. The multiple data sets that companies hold means that this is possible, but there are challenges to bring all this data together in a meaningful way.

Where is your customer data held? Do you know which customers are at risk of leaving? How are you maximizing customer lifetime value and reducing churn?

What is Microsoft Dynamics 365 Customer Insights – Data?

Microsoft Dynamics 365 Customer Insights – Data is an intuitive, centralized and flexible customer data platform (CDP) to unlock insights and power personalized customer experiences. This unified customer database not only surfaces customer data from your Microsoft Dynamics 365 Customer Engagement apps such as Sales, Customer Insights – Journeys and Customer Service but also connects with third party data sets too.

Transform into a customer-centric organization. Unify and understand all your customer data across a full range of sources to get a single view of customers consolidating transactional, observational, and behavioral data to derive customer data insights in real time.

Maximize customer lifetime value and increase employee efficiency with AI-driven insights, segmentation and predictions based on unified customer profiles.

BENEFITS – Microsoft Dynamics 365 Customer Insights – Data

Get a Holistic View of Customers

Bring data from all sources together to gain a single view of contacts or accounts.

Unlock Insights and Act

Empower sellers, marketers and customer service agents to intelligently personalize all interactions with contextual insights.

Adapt and Extend

Get started quickly with a prebuilt solution that’s also fully extensible and customizable with Power Platform and Microsoft Azure.

Build Stronger Communities

Explore how data-driven insights can fuel growth and loyalty in your membership base

CAPABILITIES – Microsoft Dynamics 365 Customer Insights – Data

Microsoft Dynamics 365 Customer Insights capabilities

Gain the most comprehensive view of customers

Bring together all your transactional, observational, and behavioral data in real time with prebuilt connectors to create persistently up-to-date profiles for contacts and accounts.
Unify your data by resolving customer identities with recommendations based on AI and machine learning.
Enrich customer profiles with an array of first – and third-party signals such as audience intelligence from Microsoft Graph, product usage, market trends, and customer feedback.
Act in real-time with up-to-date customer data and profiles; build a 360 degree view with automatic continuous data ingestion.

Microsoft Dynamics 365 Customer Insights capabilities

Unlock powerful insights

Accelerate insights with prebuilt AI templates for churn, customer lifetime value, and next best action recommendations.
Discover new audience segments with AI-driven recommendations or define your own.
Uncover granular preferences by leverage third-party data sources to enrich the customer profile, find new audiences, expand reach into adjacent segments or new geographies.
Add voice of the customer with Microsoft Forms Pro to take data-driven action based on survey responses and sentiment.
Activate real-time insights on destinations including analytics, email marketing, advertising, and customer engagement platforms through turnkey multi-channel data integration with Microsoft and third-party applications.
Embed Customer Insights cards into your business applications for contextual insights and informed action. Trigger workflows in response to customer signals by using Power Automate.

Microsoft Dynamics 365 Customer Insights capabilities

Adapt and extend the solution for your needs safely

Get started quickly with intuitive, guided experiences.
Extend Customer Insights using Microsoft Azure Synapse Analytics to combine customer data with financial, operational, and unstructured IoT data to build custom machine learning AI models.
Connect your customer data with Microsoft Power BI integration to customize dashboards and reports.
Build custom apps with embedded customer insights by using Microsoft Power Apps.
Microsoft Customer Data Platform architecture supports data privacy and Compliance (GDPR) with built-in data governance and security tools.

FEATURES – Microsoft Dynamics 365 Customer Insights – Data


Connect to a Broad Set of Sources

Use the native Delta format to process data for faster, more accurate and efficient ingestion, using connectors such as Microsoft Azure Data Lake Storage delta tables and Microsoft Dataverse.

Connect to a Broad Set of Sources


Data Profiling

When data is ingested, Customer Insights – Data performs some basic data profiling. For example, it profiles the frequency of repeated values in a column, to understand your data and address issues.

Data Profiling


Visualize all Data Sources

The Data Sources page categorizes Microsoft Power Platform dataflows into two sections, those managed by you and others – allowing visibility and control.

Visualize all Data Sources


Manage, Refresh and Fix Data Sources

View all data sources – their status and the last refresh date, and perform actions such as refresh, delete and enrich from this view. Review corrupt data sources so you can fix them to allow for correct data ingestion and ensure data quality consistently.

Manage, Refresh and Fix Data Sources


Enrich Customer Data

Enhance your customer data with information from Microsoft and other partners before unifying it. This improves data completeness and quality, leading to better results. For example, using standardized address formats boosts match accuracy.

Enrich Customer Data


Real-time Data Ingestion

The near real-time feature shows customer interactions with your products or services within seconds. Scheduled refreshes handle large datasets and complex tasks. They retrieve data, unify it and enhance it with extra details. Real-time customer data is available instantly until the next scheduled refresh updates it from the source.

Real-time Data Ingestion


API Data Connection

The real-time API can receive data through the Dynamics 365 Customer Insights connector, a dedicated Power Platform connector, without requiring any coding or deployment. This connector supports the same real-time actions as the API. Connection options are Power Apps, Power Automate and Azure Logic Apps.

API Data Connection


Prepare your Data for Insights

The data prep report in Dynamics 365 Customer Insights – Data shows you the quality of your data and how ready it is for generating insights. It helps you improve your data to get better insights for your sales or marketing strategies.

Prepare your Data for Insights


Data Unification

In four steps, unification merges your customer data from different sources into one profile per customer. It removes duplicates and combines key information from all sources into a single record, breaking down data silos.

Data Unification


View Customer Profiles

A customer card provides combined information after the data unification process, to drill down and expand on. You can use search, sort and filter to find both known and unknown customers.

View Customer Profiles


Real-time Web Personalization

When customers interact with websites, like adding products to a cart or signing up for a trial, they reveal their preferences. Dynamics 365 Customer Insights – Data acts on these signals in real-time to update customer profiles based on these interactions, to offer instant personalized experiences.

Real-time Web Personalization


Centralize Customer Activities

Transactions, support calls, website reviews, purchases, or returns come from various data sources. With Dynamics 365 Customer Insights – Data, you can combine these activities and link them to customer profiles, displayed in a timeline.

Centralize Customer Activities


Consent Management

Dynamics 365 Customer Insights helps you manage customer consent by storing their preferences in unified customer profiles. If consent data is separate from profiles, add it as a new data source. This data is unified with customer profiles, creating profiles that include consent information.

Consent Management


Create and Manage Segments

Segments allow you to group customers based on factors like demographics, transactions, or behavior. Build, use and analyze these groups to target promotions, sales and customer support efforts. Create quick segments, use segment builder or Copilot.

Create and Manage Segments


Build and Manage Measures

Measures provide customer insights and analytics into customer behavior and business performance by analyzing unified profile data. For example, track total spend per customer or overall company sales. Use measures to plan activities, extract insights, and create them with the measure builder or templates.

Build and Manage Measures


Share your Data with Exports

Exports let you share specific data with other external applications such as Adobe, Active Campaign, Constant Contact, HubSpot, Google and more. Data you can export includes customer profiles, tables, schemas and mappings.

Share your Data with Exports

AI and Copilot in Microsoft Dynamics 365 Customer Insights – Data

Artificial Intelligence capabilities make it easier for users to interact with their data, gain valuable customer insight and create targeted customer segments without needing extensive technical knowledge or data analysts.

Ask Copilot for AI-driven Insights

Ask questions in natural language prompts to explore, assess and better understand customer profiles, behaviors and activities. Copilot recommends additional insights to dive into to expand targeting of commercial activities.

Help with Segmentation

Copilot helps you create segments using everyday words, based on existing measures and customer data, so you can enhance customer journey orchestration.

Predictive analytics with AI

AI and machine learning predicts outcomes, enhancing customer experiences and business growth. Out-of-the-box prediction models include Customer Lifetime Value, Product Recommendation, Subscription Churn, Transactional Churn and Sentiment Analysis.

Prodware Services for Customer Insights

Customer 360

It can be a challenge to combine the data you hold across multiple and disconnected apps to see one 360-degree customer view. To prepare yourself for using a CDP platform such as Microsoft Dynamics 365 Customer Insights – Data, ask Prodware about our Customer 360 service for scoping, mapping and preparing your data for unification.

What’s inside Microsoft Dynamics 365 Customer Insights – Data…

Customer overview

Users can personalize their home screen

Customer profile card showing activities tiles

View all data sources

Prepare your data to improve quality

Unify home page

Define matching rules when unifying data

Enrichment features hub home

Use Copilot to query and explore your data for insights

Create segments with Copilot in Customer Insights

Customer testimonials

Vitaldent connects patients and healthcare providers in the cloud to achieve more personalized care with Prodware and Dynamics 365 Customer Insights

Why choose Prodware?

As a Microsoft partner, Prodware has developed and implemented hundreds of Dynamics CRM, Dynamics 365 Customer Engagement and customer insights platform projects across Europe.
Our experienced R&D team work closely with our clients to develop solutions that suit their own client engagement needs.

Have a project? Let’s talk!

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