⭐ Microsoft Dynamics 365 Customer Insights
Turn your data into intelligent action with Microsoft Dynamics 365 Customer Insights + Copilot AI.
AI-Powered Customer Intelligence for Every Business
Microsoft Dynamics 365 Customer Insights is Microsoft’s modern Customer Data Platform (CDP) and Customer Experience Intelligence suite—designed to unify your data, apply AI-driven insights, and instantly activate personalised customer journeys across every touchpoint. With native Copilot AI, predictive intelligence, conversation insights, and next-generation customer agent automations, Customer Insights helps organisations understand customers deeply and deliver seamless experiences that scale.
Using data from every channel—web analytics, CRM interactions, loyalty activity, POS transactions, social engagement, marketing responses, and service conversations—Customer Insights transforms fragmented data into real-time unified customer profiles. These profiles empower your Sales, Marketing, and Service teams with actionable intelligence, personalised recommendations, and AI-generated next steps.
At SI ICT, we specialise in deploying Customer Insights with advanced data modelling, AI enablement, and full CDP activation for organisations that want to become customer-first.
🚀 Why Dynamics 365 Customer Insights?
Unified Real-Time Customer Profiles
Bring together behavioural, transactional, demographic, and engagement data into a single source of truth—updated live.
Copilot AI & Predictive Intelligence
Use Microsoft’s latest AI capabilities to:
Predict customer churn
Identify high-value segments
Automate next-best actions
Generate targeted campaigns
Personalise journeys at scale
AI-Powered Customer & Sales Agents
Deploy virtual agents that:
Handle customer inquiries
Provide support recommendations
Trigger personalised outreach
Surface insights automatically in conversations
360° Data Analysis & Visualisation
Use Power BI, KQL, natural language queries, and Copilot to explore patterns, forecasts, and opportunities.
Advanced Segmentation & Activation
Target customers using:
Behavioural segmentation
Predictive scoring
Audience insights
Real-time marketing triggers
Push segments directly into Dynamics 365 Marketing, Sales, Commerce, and external systems.
⭐ Business Benefits
Enhance Customer Experience
Deliver personalised, consistent, omnichannel interactions based on each customer’s real-time needs and intent.
Improve Strategic Decision-Making
Forecast trends, identify gaps, and use AI-based insights to make confident decisions.
Increase Sales Efficiency
Give your sales teams prioritised leads, predictive scoring, and suggested actions—all surfaced automatically via Copilot.
Optimise Products & Services
Understand customer behaviour, feature adoption, satisfaction trends, and opportunities for new offerings.
Dynamics 365 for Customer Insights
Customer Insights presents a 360-degree view of a customer, combining their transactional, observational and behavioural data in real time. The data is kept up to date with pre-built connectors ensuring that all of a customer’s relevant data, accounts and contacts are presented in their profile. Each individual’s data profile is enriched with general audience data, market trends and other customer feedback to give the agent a sense of where the customer is in the big picture.
Data and Dynamics 365 for Customer Insights
Enhance Customer Experience
The 360-degree customer profile means that agents will be able to personalise their service to each customer. A customer’s needs can be specifically targeted and handled by the most appropriate agent. They will never be kept waiting and every interaction will add value to the relationship.
Better Business Decisions
The information and action suggestions provided by Insights allow for forecasting of the market monitoring of trends and as a result, smarter business decisions. Agents will never miss a call and with the help of Insights they will provide a unified, professional service.
Improved Products and Services
The personal customer insights, segment insights and the general market trends mean that you will know what is working well and what isn’t. You will be aware of any changing needs in the market and how to target and design products to meet those needs.
Streamlined Data Provision
The straightforward programming and high-quality user experience means that agents can quickly find the information they need. App design is easy and quick with Power Automate and much of the manual data entry is automated.
⭐ Dynamics 365 Customer Insights in Action
Dynamics 365 Customer Insights transforms raw data into intelligent, real-time actions that help your teams work smarter and deliver exceptional customer experiences. After unifying a customer’s behavioural, transactional, and engagement data, the system uses advanced AI models and Copilot recommendations to surface clear, actionable insights — all directly within your Dynamics workspace.
Customer Insights automatically generates next-best actions, such as personalised offers, conversation prompts, follow-up reminders, product recommendations, or service resolutions. These AI-driven suggestions empower agents to approach every interaction with the right context and messaging, increasing satisfaction and conversion rates.
The platform also identifies customer intent, segment membership, and behavioural patterns. It dynamically groups customers based on demographics, lifetime value, trends, and predicted behaviours. Each segment receives its own targeted recommendations, enabling highly effective marketing, sales, and service campaigns without manual effort.
For sales teams, Customer Insights reimagines the seller experience. Copilot delivers accurate sales forecasts, highlights emerging customer needs, identifies at-risk opportunities, and provides actionable recommendations to prioritise leads, focus on high-value deals, and respond to pipeline changes with confidence. The result is a smarter, more predictive sales process that helps teams close more deals in less time.
🧩 How SI ICT Implements Dynamics 365 Customer Insights
As certified Microsoft Dynamics 365 specialists, SI ICT delivers fully tailored Customer Insights solutions designed to help organisations unlock the full power of their customer data. We guide you through a complete transformation journey:
Discover & Understand
We analyse your data sources, customer journey, operational needs, and technology stack to define a scalable CDP approach..
Design & Build
We create your unified data model, configure connectors, enable real-time profiling, build AI models, and integrate Customer Insights across your organisation.
Deploy & Transform
Your customised Customer Insights solution goes live with:
Copilot AI enablement
Automated segments
Predictive models
Journey and campaign activation
Full training and ongoing support
SI ICT ensures long-term adoption, governance, and continuous optimisation.
Dynamics 365 Application Stack
The complete solution to manage customer relationships, close deals and boost sales revenue.
A powerful business application that uses in built intelligence to enable businesses deliver faster, personalised support to their customers
Move beyond basic marketing activity and maximise your return on investment with data driven decision making and marketing automation.
The complete management solution for your field sales and service teams enabling you to drastically improve performance levels by using intelligent scheduling, enhanced transparency, remote asset monitoring and billing management
Data driven insight to improve your financials and operations with Dynamics 365 Finance and Operations.
Deliver profitable projects on time and within budget whilst building strong customer relationships
Attract the right people, and retain and grow them. Track performance, optimise workforce costs and take care of employees
Microsoft Dynamics 365 Customer Insights applications
Forecast future business plans using Power BI and Data Analysis with Microsoft Dynamics 365 Customer Insights