Plan and prepare for Dynamics 365 Customer Insights in 2023 release wave 2
Important
This content is archived and is not being updated. For the latest documentation, go to What's new in Dynamics 365 Customer Insights - Data. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
Important
The 2023 release wave 2 plan covers all new functionalities planned to be delivered to market from October 2023 to March 2024. In this article, you'll find the product overview and what's new and planned for Dynamics 365 Customer Insights.
Overview
In a rapidly evolving market landscape, generative AI plays a pivotal role in revolutionizing the way businesses across all industries operate and engage with their customers. By harnessing the power of AI-driven insights and automation, companies can now deliver exceptional experiences, adapt to emerging trends, and stay ahead of the competition. This transformation enables organizations to uncover hidden opportunities, streamline their processes, and foster innovation at an unprecedented scale.
As customer expectations continue to rise, businesses must adopt a proactive approach to anticipating and meeting their needs. Generative AI offers cutting-edge solutions for understanding complex customer behaviors, predicting their future preferences, and tailoring offerings to cater to their unique requirements. It enables marketers to deliver highly personalized marketing journeys, sellers to offer tailored product recommendations, and customer service representatives to provide superior support, all of which contribute to enhancing customer satisfaction and driving long-term loyalty.
At Microsoft, we aspire to empower every organization to create amazing experiences for their customers, translating into business success. To achieve this, Copilot in Customer Insights brings the power of next generation AI capabilities and natural language to work alongside business professionals. Copilot speeds up and democratizes access to insights by using simple prompts, so anyone can explore large amounts of data, understand and predict customers’ needs, and identify new patterns. Copilot enables businesses to quickly convert their data into valuable insights previously out of reach, and to act on them in a timely manner.
With this release, we are introducing real-time capabilities in Customer Insights so businesses can create and update customer profiles with demographic and activity data in real time. Responding to customers’ needs in the moment raises the likelihood of engagement and conversion, and results in higher ROI.
Additionally, we continue to bring your sales and marketing teams closer together, so they can stop working in silos and gain a shared understanding of their customers, through a unified view of data across the organization. We aim to enable every department to build on insights by accessing them directly within their workflow to improve business outcomes across marketing, sales, and service.
Our guiding principles are to make your job easier by providing you with real-time insights, by using AI to simplify data analysis and accelerate your customer understanding so you can deliver experiences that win new customers and build loyalty with your existing ones.
Our release revolves around three themes:
- Revolutionize how your business users interact with data leading to unprecedented productivity with Copilot and AI innovation.
- Meet your customers where they are by capturing updating and harmonizing data in real time.
- Build customer loyalty with a unified platform and ambient insights that unify sales and marketing.
Updates to Dynamics 365 Customer Insights 2023 release wave 2
Investment areas
Copilot and AI innovation
Unleash the full potential of your data and boost your team's productivity with copilot by effortlessly analyzing, exploring, and receiving pertinent insights derived from your data, enabling you to tailor the customer experience to meet their unique needs and preferences.
Real-time data processing
Get a unified customer profile, containing the latest customer interactions, so you can respond to customer needs in the moments that matter, raising the likelihood of conversion with Dynamics 365 Customer Insights real-time capabilities.
Unify sales and marketing
Tear down data silos and gain a ubiquitous understanding of your customers through a unified view of data across the organization and improve your business outcomes across marketing, sales, and service.
To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Dynamics 365 Customer Insights below:
For application administrators
User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.
Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.
Get the most out of Customer Insights
| Helpful links | Description |
|---|---|
| Release plan | View all capabilities included in the release. |
| Licensing | Improve your understanding of how to license Customer Insights. |
| Product documentation | Find documentation for Customer Insights. |
| User community | Engage with Customer Insights experts and peers in the community. |
| Upcoming events | Find and register for in-person and online events. |
| Product trials | Get started with Customer Insights. |