Plan and prepare for Dynamics 365 Customer Insights - Journeys in 2025 release wave 1
Important
The 2025 release wave 1 plan covers all new functionalities planned to be delivered to market from April 2025 to September 2025. In this article, you'll find the product overview and what's new and planned for Dynamics 365 Customer Insights - Journeys.
Overview
Dynamics 365 Customer Insights - Journeys brings together the worlds of customer experience, generative AI, and marketing automation, empowering businesses to orchestrate end-to-end, personalized journeys across all touchpoints to strengthen relationships and earn loyalty.
Customers expect each interaction to surpass the previous one. This means continuously improving and refining your approach based on evolving customer needs, engaging them on the most relevant channel while acknowledging their uniqueness, and respecting their preferences and privacy.
In this release, our focus is on three key areas:
Copilot and AI innovation: With this release, Copilot introduces new communication channels that enable innovative customer engagement. These channels offer new opportunities and scenarios for your business. From addressing customer inquiries swiftly to delivering more personalized experiences, you can unlock new engagement channels and drive better business outcomes.
Moments that matters: We are bringing in advanced orchestration capabilities to uplevel your customer journeys. So, each of your interactions is not only timely but also empathetic, acknowledging and valuing the unique experiences and needs of each customer. This enables you to build deeper connections, encouraging long-term relationships and customer satisfaction.
Unify sales and marketing: We are unifying sales and marketing by turbocharging lead generation with new forms and event management capabilities so you can attract and engage potential customers more effectively. Our solution enables you to generate, capture, and nurture high-quality leads with greater efficiency, seamlessly handing them over to sales to close deals and drive business growth.
Our goal is to empower your teams to create seamless and cohesive customer journeys across channels, where each touchpoint enhances the overall experience, strengthens the relationship with your customers, and ultimately drives business success.
For official product documentation and training for Dynamics 365 Customer Insights - Journeys, see: Customer Insights - Journeys overview | Microsoft Learn
Investment areas
Copilot and AI innovation
Boost your productivity by harnessing the power of generative AI. As your daily assistants, Copilot and agents in Customer Insights automate manual tasks and bring new communication channels to engage your customers, leading to better business outcomes.
Moments that matter
Understand your customers’ expectations and identify the most effective channels and touchpoints to trigger interactions that successfully engage customers in the moments that matter.
Unify sales and marketing
Bring your sales and marketing teams closer so they can stop working in silos, eliminate execution gaps, and remove redundancies by collaborating to effectively drive more revenue together.
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 - Journeys 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 - Journeys
| Helpful links | Description |
|---|---|
| Release plan | View all capabilities included in the release. |
| Licensing | Improve your understanding of how to license Customer Insights - Journeys. |
| Product documentation | Find documentation for Customer Insights - Journeys. |
| User community | Engage with Customer Insights - Journeys experts and peers in the community. |
| Upcoming events | Find and register for in-person and online events. |
| Product trials | Get started with Customer Insights - Journeys. |