Lori Lamkin, Vice President, Dynamics 365 Marketing Product at Microsoft, wrote yesterday about the new Dynamics 365 Marketing capability, Real-time customer journey orchestration, which will be released in April 2021 release wave 1.
Customer experiences (CX)
According to Lamkin, Dynamics 365 Marketing aims to engage companies more with their audience by building an end-to-end customer experience (CX). Therefore, real-time customer journey orchestration will facilitate a better customer experience alongside marketing automation.
Real-time interactions instead!
For a long time, Dynamics 365 Marketing was based on Segments, but not any more! Read more information about segment-based marketing. The new capability will create a unique customer experience for each individual using moments-based interactions.
AI to assist dynamic content and CJ editor
Using the new centralized asset library, which will be released in April 2021 release wave 1, users will be assisted by an AI, which will help deliver the right message and content.
On the other side, Customer journey authoring will be supported by an AI to help users design journeys that are more responsive to individuals’ responses and motivate more engagement.