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Introduction

• What is Microsoft Dynamics 365 Customer Insights and why use it?
• Overview of Customer Insights features and components
• Installing and configuring Customer Insights
• Setting up a basic Customer Insights project

Unifying and Enriching Customer Data

• Customer data platform (CDP) concepts and benefits
• Data sources, entities, and fields in Customer Insights
• Unifying and mapping customer data
• Enriching customer data with AI and third-party data

Creating and Managing Segments and Lists

• Segmentation and list management concepts and benefits
• Segments and lists in Customer Insights
• Segment criteria and filters
• Exporting and importing segments and lists

Creating and Managing Forms and Pages

• Form and page creation concepts and benefits
• Forms and pages in Customer Insights
• Form and page design and customization
• Publishing and embedding forms and pages

Managing Leads, Contacts, and Accounts

• Lead, contact, and account management concepts and benefits
• Leads, contacts, and accounts in Customer Insights
• Qualifying and converting leads
• Associating and disassociating leads, contacts, and accounts

Creating and Managing Marketing Email Messages

• Marketing email message creation concepts and benefits
• Marketing email messages in Customer Insights
• Marketing email message design and customization
• Sending and tracking marketing email messages

Managing Customer Journeys

• Customer journey management concepts and benefits
• Customer journeys in Customer Insights
• Customer journey design and customization
• Publishing and monitoring customer journeys

Managing Events and Webinars

• Event and webinar management concepts and benefits
• Events and webinars in Customer Insights
• Event and webinar design and customization
• Publishing and hosting events and webinars

Configuring Dynamics 365 Customer Voice

• Dynamics 365 Customer Voice concepts and benefits
• Surveys in Dynamics 365 Customer Voice
• Survey design and customization
• Sending and analyzing surveys

Integrating Customer Insights with Other Applications and Services

• Integration concepts and benefits
• Integration with Dynamics 365 Sales, Customer Service, and Marketing
• Integration with Power Apps, Power Automate, and Power Virtual Agents
• Integration with Microsoft Teams, Outlook, and SharePoint
• Integration with third-party services and APIs

Monitoring and Optimizing Marketing Performance and Customer Satisfaction

• Monitoring and optimization concepts and benefits
• Dashboards and reports for measurement and analysis
• Insights and recommendations for optimization
• Copilot for exploration, analysis, and discovery
• Copilot for creative ideas and content

Summary and Next Steps