Course: Design and Deliver Effective Customer Experiences with Dynamics 365 Customer Insights and Customer Journeys | Dynamics 365 Customer Insights
Dynamics 365 Customer Insights is Microsoft's platform designed to help organizations better understand their customers, unify information from different sources, and create personalized experiences throughout the entire relationship lifecycle. The solution allows for audience segmentation, behavior analysis, and the design of automated customer journeys based on real data.
In business environments, Dynamics 365 Customer Insights is used to improve marketing campaigns, enhance loyalty strategies, optimize commercial processes, and deliver more relevant communications at every touchpoint. Thanks to its segmentation and automation capabilities, companies can develop personalized experiences that increase customer engagement and satisfaction.
This Dynamics 365 Customer Insights course provides a practical overview of the platform's key functionalities, allowing you to design customer segments, create customer journeys, manage multi-channel interactions, and analyze results to support data-driven decision-making.
Additionally, this training is eligible for FUNDAE subsidies for companies that meet the established requirements, facilitating the training of professionals in customer experience technologies and business automation.
Course Overview
The course Design and Deliver Effective Customer Experiences with Dynamics 365 Customer Insights and Customer Journeys is aimed at professionals who want to learn how to create data-driven personalized experiences using the segmentation, automation, and analytics capabilities of Dynamics 365 Customer Insights.
Throughout the training, participants will learn to unify customer information, design dynamic segments, create automated customer journeys, and develop communication strategies aimed at improving acquisition, conversion, and retention. They will also learn how to use the data obtained to optimize campaigns and strengthen customer relationships across different channels.
The program combines fundamentals of customer experience, audience management, and data-driven marketing with practical exercises based on real business scenarios. This allows understanding how to apply Dynamics 365 Customer Insights to drive customer experience initiatives, marketing automation, and advanced customer relationship management.
At the end of the course, students will be prepared to design and manage more relevant customer experiences, improve the personalization of interactions, and leverage data intelligence to support the organization's commercial and marketing objectives.
What Nanfor courses include
At Nanfor, we offer a complete training experience that combines quality educational material, expert guidance and our own learning platform, adapted for both individual and corporate training.
All our courses include official and supplementary educational material, practical activities, learning assessments, forums, virtual advisor, progress tracking and personalized academic support throughout the training, in addition to a completion certificate.
Learn about all components
Advantages of Dynamics 365 Customer Insights training
- Learn to use Dynamics 365 Customer Insights to gain a unified view of customers from multiple data sources.
- Develop skills to create advanced customer segments based on behaviors, demographic characteristics, and business interactions.
- Design personalized customer journeys that improve the customer experience throughout the entire relationship cycle.
- Automate communications and campaigns through intelligent journeys adapted to the needs of each audience.
- Understand how to apply personalization and data-driven marketing strategies in real business environments.
- Analyze interaction, engagement, and conversion metrics to optimize campaigns and loyalty processes.
- Enhance collaboration between marketing, sales, and customer service teams through centralized information management.
- Apply practical knowledge in real scenarios related to customer acquisition, engagement, retention, and business growth.
- Improve decision-making capabilities using information obtained from customer behavior analysis.
- Acquire in-demand skills in customer experience, marketing automation, and digital transformation projects.
Prerequisites
To get the most out of this training, participants are recommended to have:
- Basic knowledge of marketing, sales, or customer management processes.
- General familiarity with CRM and customer experience concepts.
- Basic experience in business environments related to customer service, marketing, or commercial management.
- Basic knowledge of navigating and using cloud-based business applications.
- No programming knowledge or advanced technical experience is required for the course.
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Course Duration:
100 hours
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Classroom Access:
3 months
General Course Information
Who is this Dynamics 365 Customer Insights course for?
This course is aimed at professionals who wish to improve customer experience management by using data, advanced segmentation, and interaction automation with Dynamics 365 Customer Insights and Customer Journeys.
- Digital marketing and marketing automation managers.
- Functional consultants for Dynamics 365.
- Customer Experience (CX) professionals.
- CRM and customer loyalty managers.
- Multi-channel campaign and communication specialists.
- Sales teams working with customer acquisition and retention strategies.
- Customer and marketing-oriented data analysts.
- Professionals involved in digital transformation projects focused on customer experience.
Training Objectives: What will you learn?
Upon completion of this training, you will be able to understand and use the main capabilities of Dynamics 365 Customer Insights to create personalized experiences and optimize customer relationships through data and automated interactions.
- Understand the architecture and functionalities of Dynamics 365 Customer Insights.
- Manage customer data to gain a unified view of each contact.
- Create and manage dynamic segments for specific campaigns and actions.
- Design Customer Journeys adapted to different business scenarios.
- Configure personalized interactions based on behaviors and events.
- Implement acquisition, conversion, and loyalty strategies through automation.
- Analyze results and metrics to optimize campaigns and retention processes.
- Apply customer experience best practices in real business environments.
Course Content: Design and Deliver Effective Customer Experiences with Dynamics 365 Customer Insights and Customer Journeys – Program
Module 1: Introduction to Dynamics 365 Customer Insights - Data
- Understanding Dynamics 365 Customer Insights applications
- Introduction to Dynamics 365 Customer Insights - Data
- Data ingestion in Dynamics 365 Customer Insights - Data
- Manage data sources
- Lab 0: Get a trial version of Dynamics 365 Customer Insights
- Lab 1.1: Ingest data sources
Upon completion of the module, you will be able to:
- Describe Dynamics 365 Customer Insights, including both applications, Data and Journeys
- Configure Dynamics 365 Customer Insights - Journeys
- Ingest data into Dynamics 365 Customer Insights - Data
Module 2: Building a Unified Customer Profile in Dynamics 365 Customer Insights - Data
- Building a unified customer profile
- Finding customers and configuring search and filter indexes
- Managing external connections
- Lab 2.1: Create a unified customer profile
Upon completion of the module, you will be able to:
- Understand what a unified customer profile contains
- Configure search and filter indexes to easily find customers
- Configure and manage external connections to use Customer Insights data outside the application
Module 3: Managing Customers and Assets in Dynamics 365 Customer Insights - Journeys
- Audience management
- Creating emails, text messages, and push notifications
- Lab 3.1: Upload assets
- Lab 3.2: Create an email
Upon completion of the module, you will be able to:
- Understand the tables used to track the marketing audience
- Create marketing assets such as emails, forms, text messages, and push notifications
- Deliver marketing experiences to the customer base
Module 4: Creating Journeys
- Creating a journey and working with triggers
- Adding elements to a journey
- Publishing journeys
- Lab 4.1: Create a journey
Upon completion of the module, you will be able to:
Understand the different elements involved in creating an effective journey
Configure a journey goal and measure progress towards it
Test and publish a journey
Language
- Course: English / Spanish
- Labs: English / Spanish
Do you want to take this course? Request information
If you want to take this course in virtual mode you can purchase it at the top of the product. For any questions, please contact us.
If you want to take this course in in-person or telepresence mode please contact us:
Why choose Nanfor as your IT training center?
Nanfor is a specialized IT training center with extensive experience in technology training for professionals and companies. Our programs combine updated content, a practical approach, and expert guidance to facilitate the real application of knowledge in the work environment.
- Expert tutors with real experience in projects, technologies, and professional certifications.
- Personalized academic support throughout the training to accompany the student's progress.
- Practical methodologies based on real cases and scenarios applicable to the job.
- Our own learning platform with resources, activities, evaluations, and continuous monitoring.
- Training aligned with technological trends and the current needs of organizations.
- Flexible learning modalities: online, in-person, and telepresence.
- Experience in corporate training programs and digital talent development.
Frequently asked questions about the course
What is Dynamics 365 Customer Insights and what is it used for in companies?
Dynamics 365 Customer Insights is a Microsoft platform that allows unifying customer data, creating advanced segments, and designing personalized experiences. Dynamics 365 Customer Insights is used in marketing, sales, and customer service to improve customer acquisition, loyalty, and understanding.
How does Dynamics 365 Customer Insights differ from other marketing and customer experience tools?
Dynamics 365 Customer Insights combines analytics, segmentation, automation, and customer journey management in a single platform integrated with the Microsoft ecosystem. This allows using Dynamics 365 Customer Insights to gain a more complete view of the customer and improve the personalization of interactions.
Is the Dynamics 365 Customer Insights course eligible for FUNDAE subsidies?
Yes. This Dynamics 365 Customer Insights course can be eligible for FUNDAE subsidies for companies that meet the established requirements. This facilitates the training of professionals in customer experience technologies and business automation.
What is the duration of the Dynamics 365 Customer Insights course and how long will I have access?
The duration and access period of the Dynamics 365 Customer Insights course are indicated on the course sheet. During the access period, participants will be able to consult the content, carry out activities, and review the Dynamics 365 Customer Insights learning materials.
Is the Dynamics 365 Customer Insights course included in Nanfor's LaaS?
Yes. This Dynamics 365 Customer Insights course is included in Nanfor's LaaS (Annual Continuous Training License) service, allowing companies and professionals to access updated training on Dynamics 365 Customer Insights and other strategic technologies.
Is prior technical knowledge required to learn Dynamics 365 Customer Insights?
No advanced technical knowledge is required to take this Dynamics 365 Customer Insights course. It is recommended to have basic notions of marketing, CRM, or customer management to better leverage the functionalities of Dynamics 365 Customer Insights.
How is Dynamics 365 Customer Insights applied in daily work?
Dynamics 365 Customer Insights is applied daily to segment customers, personalize campaigns, automate communications, and analyze behaviors. Organizations use Dynamics 365 Customer Insights to optimize the customer experience, improve decision-making, and increase the effectiveness of their commercial and marketing actions.
