How to Drive Customer Engagement with the 2023 Release Wave 1 for Dynamics 365 Marketing and Customer Insights

Microsoft has released the 2023 Release Wave 1 for Dynamics 365 Marketing and Customer Insights, which allows businesses to use Generative AI to drive customer engagement. In this blog post, we’ll explore the features and benefits of this new release and how you can leverage it to improve your customer engagement strategy.

What is Generative AI?

Generative AI is a subset of Artificial Intelligence that uses algorithms to generate new content based on existing data. In marketing and customer engagement, Generative AI can be used to create personalised content and recommendations for customers, based on their preferences, behaviours and interactions with your business.

Features and Benefits of the 2023 Release Wave 1 for Dynamics 365 Marketing and Customer Insights

The 2023 Release Wave 1 for Dynamics 365 Marketing and Customer Insights includes several features that leverage Generative AI to drive customer engagement. Here are some of the key features and their benefits:

1. Personalised Content Recommendations: With Generative AI, you can create personalised content recommendations for your customers, based on their past behaviours and preferences. This means you can deliver more relevant and engaging content, which can improve customer satisfaction and loyalty.
2. Automated Email Marketing: The new release also includes automated email marketing capabilities, which use Generative AI to create personalised email campaigns that are tailored to each customer’s unique preferences and behaviours. This can help improve email open rates, click-through rates and overall engagement.
3. Predictive Analytics: The 2023 Release Wave 1 for Dynamics 365 Marketing and Customer Insights also includes predictive analytics capabilities, which use Generative AI to forecast customer behaviour and preferences. This can help you anticipate customer needs and preferences, and create more targeted marketing campaigns that resonate with your audience.

How to Leverage Generative AI to Drive Customer Engagement

To leverage Generative AI effectively, you need to have a solid understanding of your customer data and behaviours. Here are some steps you can take to get started:

1. Gather Customer Data: Use data collection tools to gather customer data from various sources, such as social media, email marketing campaigns, website analytics, and customer feedback surveys. This data can then be used to create a customer profile and identify patterns and behaviours.
2. Analyse Customer Data: Once you have gathered customer data, you need to analyse it to identify patterns and behaviours. This can help you understand customer preferences, needs and pain points, which can be used to create personalised content and recommendations.
3. Use Generative AI to Create Personalised Content: With Generative AI, you can create personalised content and recommendations based on customer behaviours and preferences. This can include personalised email campaigns, product recommendations, and targeted social media ads.
4. Measure and Analyse Results: It’s important to measure and analyse the results of your Generative AI-driven marketing campaigns. This can help you identify what’s working and what’s not, and make adjustments to improve customer engagement.

While analyzing vast amount of data previously required deep knowledge of the data and took time to prepare, thanks to Copilot in Dynamics 365 Customer Insights, companies can now get insights faster and more easily by using natural language. Marketers, sellers, and data analysts can ask questions in simple everyday words to explore, analyze, and instantly understand their customers—segment sizes, preferences, and new insights to uplevel every interaction.

While Copilot in Dynamics 365 Customer Insights enables the speed of getting to insights, these insights are only as good as the quality of the underlying data. That is why users can now better understand data quality with an overall data quality grade to unlock better insights. AI analyzes the imported data and makes suggestions on which out-of-the-box predictions the data can support, giving companies the opportunity to remediate data issues and increase the value they can get out of the data.

To get value from insights, these must be available where they can be actioned. With the latest customer interactions compiled into a unified timeline and made available directly in Dynamics 365 Sales, Customer Service, and Marketing, each team can be guided by a complete understanding of their customers and their recent activities. Armed with relevant customer information accessible directly within the flow of their work, sellers and marketers can orchestrate next best experiences that exceed their customers’ expectations.

The 2023 Release Wave 1 for Dynamics 365 Marketing and Customer Insights is a powerful tool that can help businesses leverage Generative AI to drive customer engagement. By gathering and analysing customer data, creating personalised content and recommendations, and measuring results, businesses can improve customer satisfaction and loyalty, and ultimately drive revenue growth. So, if you haven’t already, it’s time to start exploring the possibilities of Generative AI for your business.