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Microsoft has enhanced Dynamics 365 Customer Insights, outlined during the week’s Dynamics Business Applications Launch Event. Microsoft describes customer Insights as “the fastest-growing application in the Dynamics 365 line.”

This includes the engagement insights capability, currently in preview, which is designed to provide intelligence based on data collected about customers from all of a seller’s channels.  For example, this could mean determining, “Why do they [customers] take certain actions? Why do they abandon a shopping cart some times and not at other times,” Steve Conn, senior product manager, said in a YouTube demonstration. Other new capabilities include integration with Customer Insights Customer Voice with customer profiles, augmenting them with surveys, and with Azure Synapse Analytics, which provides prebuilt analytic templates for churn prediction, product recommendations, and customer lifetime value,  that utilize artificial intelligence. There are also turnkey integration with  AutopilotHQ, Bing ads, dotdigital, Facebook, Google Ads, HubSpot, LiveRamp, Marketo, Mailchimp and SendGrid.

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