Identity Resolution
Match records across systems using AI-powered identity stitching. Email, phone, and account fields don't have to be perfect to resolve to the right customer.
Microsoft Dynamics 365
Microsoft Dynamics 365 Customer Insights
A customer data platform that unifies your CRM, marketing, and transactional data, then surfaces AI-driven insights teams can act on. TrellisPoint helps you go from disconnected data to a single, governed view of every customer.
What Is Customer Insights?
One customer profile, built from every system you already run
Microsoft Dynamics 365 Customer Insights is Microsoft's customer data platform (CDP). It pulls customer data from CRM, marketing automation, ecommerce, transactional databases, and third-party sources, unifies it into a single profile per customer, and applies AI to surface segments, predict behavior, and orchestrate engagement. Microsoft now sells it in two flavors: Customer Insights, Data (the CDP) and Customer Insights, Journeys (real-time marketing orchestration). TrellisPoint implements both.
Unified customer profiles
One stitched profile per customer from every connected source, deduplicated and enriched.
AI-driven segmentation
Build segments from natural language prompts, or let the platform suggest audiences it sees forming.
Microsoft 365 integration
Profile data surfaces inside Outlook, Teams, and Excel where sellers and marketers already work.
Power BI native
Customer Insights ships with Power BI templates for executive reporting and segment analytics.
Real-time data refresh
Profile updates flow within minutes of source-system changes, no nightly batch lag.
Privacy and governance
Built-in consent management, GDPR controls, and the same admin model as the rest of the Microsoft cloud.
Capabilities
What Customer Insights lets your team do
Six capabilities that turn raw customer data into something teams can actually act on. Each one is included with the CDP license, not a paid add-on.
AI Segmentation
Build customer segments by typing what you want in plain language. Customer Insights also suggests audiences it detects forming in your data automatically.
Predictive Models
Churn risk, lifetime value, and product propensity models run on your data without writing code. Models retrain as new data arrives.
Real-Time Journeys
Trigger personalized communications across channels based on live behavior. Customer Insights, Journeys handles email, SMS, push, and custom channel orchestration.
Dashboards and Reports
Customer Insights ships with Power BI templates for executive reporting and segment analytics. Push profile data anywhere with native Power Platform connectors.
Privacy and Consent
Built-in consent management, GDPR data subject request handling, and auditable governance so legal and compliance teams stay comfortable.
See It in Action
What Customer Insights actually does for your team
Four capabilities, four screens. From profile unification through journey orchestration, this is how Customer Insights translates data into action.
Get a Richer View of Customers
Unify transactional, demographic, and behavioral data with AI-powered identity management for a single, holistic view of every customer.
Create Customer Segments
Build segments from natural language prompts, or let AI recommendations surface audiences forming in your data, continuously refreshed with live signals.
Deliver Real-Time Journeys
Create real-time customer journeys across email, SMS, push, and custom channels, with built-in A/B testing to optimize each step.
Nurture & Share Leads
Hand off scored, qualified leads to sellers automatically inside Dynamics 365 Sales, and measure pipeline contribution with prebuilt analytics dashboards.
Who It's For
Marketing leaders and customer-facing teams, working from the same profile
Both groups get tools tuned for their day. Marketing leadership sees segments and lifecycle metrics. Sales, service, and retention teams see the customer.
For Marketing Leaders
- AI-driven segment suggestions and propensity scoring
- Real-time customer journey orchestration across channels
- Executive dashboards on lifetime value, churn risk, and campaign attribution
- Privacy and consent management built into the platform
For Sales, Service, and Retention Teams
- Unified customer profile inside Outlook, Teams, and Dynamics 365 Sales
- 360-degree view of every customer interaction, no system-switching
- Personalized engagement recommendations grounded in real data
- Real-time updates as new transactions and interactions flow in
Microsoft Stack Integrations
Native integration with the systems you already run
Customer Insights sits inside the same Microsoft cloud as Dynamics 365, Azure, and the Power Platform. Integration is configuration, not custom development.
Microsoft Azure
Azure Synapse, Cognitive Services, and Machine Learning extend Customer Insights with scalable data storage, sentiment analysis, and custom AI models on top of unified profiles.
Dynamics 365
Profile data flows directly into Dynamics 365 Sales and Customer Service, so sellers and agents see the same customer your marketing platform does.
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Power Platform
Power BI for dashboards, Power Automate for workflow triggers when customer signals change, and Power Apps for custom journeys built on top of unified profile data.
LinkedIn enrichment adds professional context (role, company, tenure) to B2B customer profiles, supporting account-based marketing and targeted outreach by decision-maker.
How TrellisPoint Helps
Our Customer Insights services
TrellisPoint is a Microsoft Solutions Partner with 17+ years of Dynamics 365 implementation experience. We help you connect your data sources, define the profile model that fits your business, and operationalize Customer Insights inside the systems your teams already use.
Customer Insights Implementation
Full setup, source connections, profile model design, and team enablement.
Structured framework for putting CDP-driven AI into production with governance and ROI measurement.
Data Source Integration
Connect CRM, marketing automation, ecommerce, ERP, and warehouse data with structured ingestion pipelines.
Power BI Dashboards
Custom executive and operational dashboards on top of unified profile data using Power Platform.
Training and Adoption
Hands-on enablement for marketing, sales, and analytics teams on the CDP's day-to-day workflows.
Ongoing Support
Continuous optimization as new data sources, segments, and use cases come online.
Resources
Guides and insights
Curated long-form guides plus the latest from our blog on Dynamics 365 and Microsoft AI.
Guide
Welcome to Microsoft in 2026
What is new across Microsoft's AI-first platform this year, including the Customer Insights two-product split.
Guide
The Ultimate Guide to Microsoft Copilot and Dynamics 365
When Copilot and AI add real value to Dynamics 365, including Customer Insights AI-driven segmentation.
Credential
Microsoft Solutions Partner
How TrellisPoint's Microsoft Solutions Partner designation and consulting practice support D365 deployments.
Framework
AI Value Engine
Our three-stage framework for shipping Microsoft AI into production with governance and ROI measurement.
Latest from the Blog
Recent posts on Dynamics 365 and Microsoft AI
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Start Here
Talk With a Customer Insights Specialist
Whether you are evaluating Customer Insights for the first time, modernizing an aging CDP, or trying to get more value out of an existing deployment, we start with outcomes, not products. Share your goals and we will respond with practical next steps tailored to your environment.
- ✓ A direct conversation with a senior consultant focused on your objectives
- ✓ Clear, outcome-driven recommendations aligned to your business priorities
- ✓ A practical roadmap outlining scope, timeline, and next steps
Prefer to talk? Call (888) 719-0248.
Frequently Asked Questions
Customer Insights FAQ
If you do not see your question here, contact us and we will walk through your specific environment.
What is Microsoft Dynamics 365 Customer Insights?
Microsoft Dynamics 365 Customer Insights is a customer data platform (CDP) that unifies customer data from CRM, marketing, ecommerce, transactional, and third-party sources into a single profile per customer. It applies AI to build segments, predict behavior, and surface engagement opportunities. Microsoft sells it in two products: Customer Insights, Data (the CDP) and Customer Insights, Journeys (real-time marketing orchestration). Both share the same unified profile.
How does Customer Insights improve customer engagement?
Customer Insights gives marketing, sales, and service teams a single source of truth on every customer, replacing the patchwork of CRM exports, spreadsheets, and disconnected segments. With unified data and AI-driven segmentation, teams can deliver personalized experiences, anticipate needs (churn risk, propensity to buy), and orchestrate journeys in real time across channels. The result is stronger relationships and measurable engagement lift, with the work happening inside the tools teams already use.
Is Customer Insights customizable?
Yes. The profile model, segment definitions, predictive measures, and journey logic are all configurable to your business. TrellisPoint tailors the platform to your data sources, customer engagement strategy, and reporting needs. The configurations are no-code or low-code for most use cases; deep custom AI models extend through Azure Machine Learning when needed.
How does Customer Insights integrate with other Microsoft products?
Native integration is included for Microsoft 365 (Outlook, Teams, Excel), Dynamics 365 (Sales, Customer Service, Marketing), Power BI for reporting, Power Automate for workflow triggers, and Azure for advanced data and AI extensions. Customer profile data flows into the apps where your teams already work, no separate dashboard required.
How does Customer Insights handle data security and privacy?
Customer Insights is built on Microsoft's secure cloud infrastructure with encryption at rest and in transit, role-based access control, audit logging, and the same compliance posture as the rest of Microsoft cloud (SOC 2, ISO 27001, HIPAA, GDPR-aligned). Built-in consent management and data subject request handling support GDPR, CCPA, and other privacy regimes.
Can Customer Insights scale as my business grows?
Yes. Customer Insights is designed to scale to enterprise volumes, with tiered pricing that grows with profile counts and ingestion volume. Whether you have 50,000 customers or 50 million, the platform handles the load on Microsoft's cloud infrastructure. Adding new data sources, segments, and use cases is incremental, not a re-platforming.