This is a post on what have been rolled out from Dynamics 365 Customer Insights – Journeys April 2025 Updates so far – for the complete overview of the realease wave take a look here https://sjoholt.com/release-wave-1-2025/

The landscape of customer engagement is constantly evolving, and businesses need agile tools to build meaningful connections. Microsoft Dynamics 365 Customer Insights – Journeys is at the forefront of this evolution, empowering marketers to orchestrate personalized journeys across all touchpoints. The recent updates in April 2025, part of the 2025 Release Wave 1, bring a host of exciting new features and enhancements designed to streamline your workflows, deepen customer understanding, and ultimately drive better business outcomes. Let’s dive into some of the key highlights that are now available!

Unleash the Power of AI with Copilot Enhancements

Artificial intelligence continues to be a game-changer, and Dynamics 365 Customer Insights – Journeys is leveraging its potential to empower marketers like never before.

• Describe Your Dream Journey and Let Copilot Build It: Imagine being able to simply describe the customer journey you envision in natural language, and having Copilot translate that into a functional journey within the platform! This groundbreaking feature, expected to be in public preview around the end of May 2025, significantly lowers the barrier to entry for creating sophisticated customer journeys. Whether you want to nurture leads after a webinar or onboard new customers with a series of personalized emails, you can now describe your goal, and Copilot will suggest the steps, triggers, and content flow. This not only saves valuable time but also empowers non-technical users to build complex automations with ease.

I tried the following prompt: «Create a journey for new subscribers who signed up for our newsletter. Send them a welcome email immediately, wait three days, and then send an email showcasing our top three products. If they click on a product link, add them to a segment for potential buyers.» This did not work at the moment, but a more simplified prompt as seen in the images below worked. Hopefully, even more advanced prompts will be working as we approach GA in September.

You then get a preview for your journey so you can check it and make changes or create it.

Enhanced Journey Orchestration for Moments That Matter

Creating timely and relevant interactions is crucial for building strong customer relationships. The latest updates bring more sophisticated orchestration capabilities to ensure you connect with your customers at the right moment, with the right message.

• Allow Re-entry into One-Time Dynamic Segment Journeys: Previously, contacts could only go through a one-time journey once, even if they qualified for the underlying dynamic segment again later. Now, administrators can enable a setting that allows individuals to re-enter one-time journeys if they meet the segment criteria multiple times. This is particularly useful for lifecycle-based journeys where customers might cycle through different stages.
  • Use Case: Consider a «post-purchase follow-up» journey triggered after a customer buys a product. If that customer makes another purchase later, they can now re-enter the same post-purchase journey to receive relevant follow-up communication for their new purchase.
• Wait on Segment Membership to Trigger Next Step in a Journey: Gain even more control over your customers’ experience by waiting for them to become a member of a segment before continuing to the next steps in a journey. This added capability lets you personalize each customer’s experience by choosing the correct path and actions relevant to individual customers based on whether they’re in a segment.
  • Scenario:
    • Choose a segment as the condition for an if/then branching step.
    • Set the amount of time you want to wait for the customer to become a member of the segment before continuing.
    • Choose which actions to take if the customer is or is not a member of the segment.

Unifying Sales and Marketing for Seamless Customer Experiences

Breaking down silos between sales and marketing is essential for a cohesive customer experience. The April 2025 updates continue to bridge this gap with new features focused on lead generation and event management.

• Effortless Event Management with Enhanced Capabilities: Dynamics 365 Customer Insights – Journeys is becoming an even more powerful tool for managing events, from attracting attendees to post-event engagement.
  • Pre- and Post-Event Communications: Streamline your event communication by setting up and executing pre-event promotions to build anticipation and post-event follow-ups to nurture leads and gather feedback, all within the event management interface. Ready-to-use templates and AI-assisted content creation via Copilot will further simplify this process.

I was also hoping for some journey templates here, but these do not seem to be available at the moment at least.

• Waitlist Registrations: Take a look at my previous post on this: https://sjoholt.com/customer-insights-journeys-waitlists-is-in-preview/
• Event Portal with Power Pages: Take a look at this post from Malin on event portals: https://malindonosomartnes.com/2025/03/10/event-portal-enhancements/
• Collect Extra Customer Info Without Updating Your Data Model: One of my previous posts covers this: https://sjoholt.com/custom-fields-for-real-time-journeys/

Gain Deeper Insights with Enhanced Analytics

Understanding how your customers interact with your journeys is crucial for optimization. The latest updates bring new analytical capabilities to provide clearer visibility into customer behavior.

• Heatmap Analytics on Emails: Get a visual representation of how recipients engage with your email content. Heatmap analytics highlight areas and links with varying engagement levels, allowing marketers to identify what resonates most with their audience and optimize email design for better click-through rates.

To find the heatmap: navigate to your email and click on the insights tab. This will give you a dashboard of statistics.

Looking Ahead

The April 2025 updates to Dynamics 365 Customer Insights – Journeys represent a significant step forward in empowering marketers to create more personalized, engaging, and effective customer journeys. With the continued integration of AI through Copilot, enhanced journey orchestration capabilities, and a focus on unifying sales and marketing efforts, businesses can build stronger customer relationships and drive sustainable growth. Stay tuned for further updates as the 2025 Release Wave 1 continues to roll out!