Overview of Dynamics 365 Customer Insights 2020 release wave 1


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Customer Insights enables every organization to unify and understand their customer data to harness it for intelligent insights and actions.

Eliminate data silos and unify customer data

Use connectors to ingest and unify data, bringing in transactional, observational, and behavioral data from various data sources.

Transform customer data intelligently to build a unified customer profile conforming to Common Data Model.

Enrich customer profiles

Build richer customer profiles by incorporating aggregated audience intelligence from first-party and third-party enrichments.

Enable powerful AI and insights

Derive insights about your business using capabilities like segments and measures that are built on top of unified profiles.

Accelerate business processes with out-of-the-box AI models or custom algorithms using Azure Machine Learning.

Extend business processes and personalize customer experiences

Enable marketing, sales, and service professionals to drive personalized engagements across channels. Work with contextual customer insights and tailored customer profile cards that integrate with Microsoft and non-Microsoft business applications.

Build on existing connectors, a variety of APIs, and the Microsoft Power Platform to enable and extend line-of-business experiences. For example, you can gain deeper customer insights with Power BI, build custom apps with Power Apps, and trigger workflows based on insights and signals using Power Automate.

Focus areas for 2020 release wave 1

As we continue to make the product better based on customer feedback, we also plan to deliver new and existing capabilities across various product areas.

We're listening closely to requests from our customers and to market trends, which might lead to some changes to the projected plans.

Key areas for product enhancements include:

  • Data ingestion
  • Data unification
  • Extensibility options
  • Enrichment
  • Intelligence
  • Segments, measures, and activities
  • System administration

Watch the release overview video.

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