Customer Insights – JourneysConnect campaigns, customer actions and follow-up across marketing, sales and service. We implement Customer Insights – Journeys around your customer lifecycle, from first enquiry to onboarding, renewal and retention.
Decide who should enter, what they should receive and how the experience changes when they respond. Journeys brings the audience, content and orchestration together.
Start a journey from a customer action or a defined audience. Use waits, conditions and branches to decide what happens next.
Build audiences using customer attributes and engagement. Activate unified profiles and segments from Customer Insights – Data when needed.
Coordinate email, SMS and app push notifications within a journey. Extend the experience with a configured custom channel.
Use customer and business context to tailor messages. Build reusable emails and apply conditional content for different audiences.
Capture enquiries and event registrations, follow up on participation, and define scoring and marketing qualification criteria.
Configure contact point consent, purposes, topics and preference centres so sending follows the rules your organisation defines.
Send reminders, confirmations and case updates on the channel each customer prefers, with their consent and your timing rules applied.
Booking confirmations and case status updates customers can reply to.
Reminders and status updates for Viber users through a custom channel.
Appointment reminders and short status messages, sent at the right time.
Confirmations, onboarding and renewal messages with personalised content.
Instant alerts in your mobile app when an order or case changes.
Proactive calls through Contact Center and an AI agent, with handover to a person.
Prepare content, build a journey structure, optimise a channel or introduce a conversation. Each capability has a defined role, with people responsible for the customer experience.
Describe segment criteria in natural language and get help drafting or refining email content. Your team checks targeting, tone and accuracy before use.
Use AI-driven channel optimisation to select a channel from the options configured in the journey, based on the available engagement signals.
Describe the journey goal and let the agent propose its structure, timing and branches using existing assets. Review and refine the flow before publishing. Currently documented as English only.
Use historical email engagement to schedule sends within the configured window, while respecting quiet times and consent. This preview consumes Copilot credits.
Connect Journeys, Dynamics 365 Contact Center and a Copilot Studio agent for proactive voice or SMS conversations, with outcomes that guide the next step and escalation to a person when needed.
Help customers pay, sign and access their membership from their phone. We connect Journeys with the services and business systems that make each experience work.
Send a personalised payment link and guide customers through outstanding or failed payments. When payment is verified, confirm completion and move the customer towards service or subscription activation.
Discuss Online Payments & Service ActivationLet customers add a branded membership card, loyalty card, voucher or event ticket to their phone. Keep supported pass details updated and connect QR-code check-in or redemption to the customer record.
Discuss Apple Wallet & Google Wallet PassesSend an agreement for qualified electronic signature, follow up while signing is outstanding and guide the customer to the next step once the signed document and its validation status are confirmed.
Discuss QES Document SigningLet an AI agent help customers select or change an appointment, then use Journeys to coordinate confirmations and reminders.
Discuss AI-Assisted Booking & ReschedulingChoose an example to see the trigger, customer communication, business handover and completion point.
A connected onboarding example for memberships, subscriptions and contracted services.
Send a secure signing link through the journey. A qualified signing-service integration confirms completion and validates the signed document.
Create a checkout link tied to the customer and agreement. Receive verified payment events and follow up on pending or failed payments.
A configured workflow checks the signing and payment conditions, activates the service in its source system and updates CRM.
Generate the appropriate Apple Wallet or Google Wallet pass and send an Add to Wallet link. Update supported details as membership status changes.
Measures to Agree
Agreements completed and confirmed by the signing service.
Verified payments linked to the agreement or subscription.
Time from the initial agreement to confirmed service activation.
Passes generated and offered to activated members; check-in tracked where connected.
A configured process for insurance policies, service contracts or subscriptions.
A scheduled integration or custom trigger identifies an upcoming expiry and provides the customer and contract context.
Apply eligibility and consent rules. Send a relevant reminder with the renewal details and the next action.
Branch on the response. A configured workflow creates or updates the sales follow-up and assigns an owner.
Receive the confirmed renewal from the source system. Exit reminders and report the result against the eligible population.
Measures to Agree
Completed renewals as a share of eligible renewals.
Eligible customers with an assigned next action.
Time from entry to response or owned follow-up.
Completed, opted out, ineligible and timed-out customers.
A connected process for marketing and sales teams with agreed handover criteria.
A form submission creates or updates a lead and captures the relevant communication preferences.
Deliver content matched to the enquiry. Branch on engagement and the information the lead provides.
Apply scoring and marketing qualification criteria. Route sales-ready leads using configured Sales assignment.
Connect the lead to sales activity and opportunity outcomes. Agree how marketing contribution will be measured.
Measures to Agree
Leads meeting the agreed qualification criteria.
Qualified leads accepted for sales follow-up.
Time from handover to the first sales action.
Related opportunities reaching an agreed sales stage.
A configured process that connects customer communications with your onboarding system.
An account, order or subscription event starts the onboarding journey with the required customer context.
Send a welcome message and direct the customer to the portal, documents or tasks needed for activation.
Receive completion or missing-information events. Adjust reminders and create internal follow-up when necessary.
Stop onboarding reminders when the source system confirms activation. Introduce the appropriate next customer journey.
Measures to Agree
Customers completing the agreed onboarding milestones.
Elapsed time from confirmation to activation.
Outstanding information or tasks delaying activation.
Onboardings that required internal intervention.
A process built around the event lifecycle and what should happen after attendance.
Select a relevant segment and send the invitation with an event registration form.
Registration starts confirmation and reminder communications. Keep timing aligned with the event.
Capture attendance or check-in through the event setup or integration. Send the appropriate follow-up to each audience.
Route expressed interest to sales and track it against the event and related sales outcomes.
Measures to Agree
Registrations relative to the selected invitation audience.
Attendees relative to registered participants.
Participants receiving the agreed next action.
Qualified enquiries linked to the event.
A useful journey needs reliable data and a clear next action. We connect customer communications with the applications that own the work.
We agree the business process first, then configure the product, connect the systems and help your team manage it after launch.
Choose the first customer journey, its owner, entry and exit rules, and the measure that defines success.
Confirm source data, customer identity, communication preferences, domain setup and channel requirements.
Configure the journey and content. Connect triggers, business actions and the systems that confirm completion.
Test consent, timing, exceptions, duplicate entries and handovers. Train the team and launch a controlled first journey.
Review results and delivery issues. Refine content, conditions and ownership before expanding the next use case.
The right starting point depends on your customer process and the systems you already use.
These are connected solution scenarios. Journeys orchestrates communications and reacts to business events; custom integrations handle payment processing, wallet-pass generation and qualified document signing. The relevant providers, API access and service requirements form part of the delivery scope.
It coordinates customer communications and follow-up around a defined audience or a customer event. It supports marketing nurture, event communications and lifecycle processes such as onboarding, renewal and service follow-up when the required data and integrations are configured.
Journeys decides who receives a communication, when it happens and how the experience responds. Data brings customer information together into unified profiles, segments and insights. Journeys can work with contacts and leads without first implementing a customer data unification project; Data is added when that broader customer view is needed.
Yes. Journeys can use relevant Dataverse data and configured triggers from business applications. Sales ownership, opportunities, service records and external business actions still need the appropriate applications, permissions and process configuration.
Journeys supports email, SMS and app push notifications, with extensibility for custom channels. SMS needs a configured provider and push needs a connected mobile application. Proactive conversational voice and SMS experiences use Dynamics 365 Contact Center and Copilot Studio alongside Journeys.
AI assists with specific tasks. Content and segment assistance, channel optimisation and the newer agents have different roles. The Journey Creation and Outreach Optimization agents are currently documented as previews; availability depends on the environment and prerequisites. Your team reviews the journey, and the necessary assets, consent rules and integrations must be configured.
The scope depends on the first use case: customer and business data, content, consent, channel setup, triggers, handovers, completion events, reporting and team ownership. Licensing and capacity need to be checked for Customer Insights, related applications, providers and any AI credit consumption. We define those dependencies before agreeing a delivery plan.
Explore the applications, data platforms, and development capabilities that can support your requirements.
Browse practical use cases for payments, subscriptions, portals, approvals, customer communications, and connected operations.
Tell us where follow-up is missed, communications feel disconnected or the process relies on manual work. We’ll help you identify a practical starting point.
