Plan and prepare for Dynamics 365 Customer Insights - Journeys in 2025 release wave 2

Overview

Dynamics 365 Customer Insights - Journeys brings together the worlds of customer experience, Copilot, agents, and marketing automation. It empowers businesses to orchestrate end-to-end, personalized journeys across all touchpoints to strengthen relationships and earn loyalty.

In this release, we focus on three key areas:

Agents and copilots Dynamics 365 Customer Insights brings together AI-powered Copilot and agent capabilities to revolutionize how personalized experiences are created and delivered. By streamlining complex processes, these innovations enable a single marketer to achieve the output of an entire team. With intuitive AI assistance, businesses can rapidly launch tailored, high-impact campaigns without deep technical expertise, driving measurable business results.

Moments that matter Deliver in the moments that matter with enhanced orchestration capabilities that enable marketers to manage and scale customer journeys across complex organizational structures. Thanks to advanced journey orchestration, combined with deeper integration with Dynamics 365 Contact Center, organizations can manage customer interactions more effectively across channels, meet customers where they are, and deliver relevant, timely experiences that drive stronger engagement and long-term loyalty.

Turbocharge your pipeline Accelerate pipeline growth with powerful tools designed to streamline lead generation and engagement. With enhanced event management, dynamic forms, and the ability to host large-scale online events, marketers and sellers can attract, capture, and nurture high-quality leads more effectively. These capabilities enable your teams to scale their outreach, connect with broader audiences, and convert interest into measurable business results.

Our goal is to empower your customer-facing teams to create seamless and cohesive experiences where each touchpoint enhances the overall experience, strengthens customer relationships, and drives success.

For official product documentation and training for Dynamics 365 Customer Insights - Journeys, see: Customer Insights - Journeys overview | Microsoft Learn.

Updates to Dynamics 365 Customer Insights - Journeys 2025 release wave 2

Investment areas

Copilot and agents
Boost your productivity by harnessing the power of generative AI. As your daily assistants, Copilot and agents in Customer Insights enable organizations to rapidly launch personalized, high-impact customer experiences that lead to better business outcomes.

Moments that matter
Understand your customers’ expectations, unlock new scenarios, and identify the most effective channels and touchpoints to trigger interactions that successfully engage customers in the moments that matter.

Turbocharge your pipeline
Build a stronger, more efficient pipeline and foster seamless collaboration between your sales and marketing teams to eliminate silos, align efforts, and turn high-quality opportunities into consistent growth and measurable business outcomes.

To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Dynamics 365 Customer Insights - Journeys below:

For application administrators

User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.

Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.

Get the most out of Customer Insights - Journeys