So yesterday as I was recovering from the last of the chocolate fest that is Easter, I watched the Microsoft Business Applications Launch Event which provided and in-depth look at the new features and capabilities of the 2021 release wave 1 for Dynamics 365 and Microsoft Power Platform.

Microsoft have really added a lot to the offerings but one demo that particularly caught my eye was “Customer Journey Orchestration”. Those that know me, know that I love a good automation as well as music, so this title intrigued me with its reference to orchestration...

After the event ended, I decided to have a deeper look into the subject and a wee play in our Dynamics 365 sandbox environment – this is amazing!!!

The real-time customer journey orchestrations capabilities is part of Dynamics 365 Marketing and is being released this month for preview (in Europe and North America) and brings together customer experience and marketing automation.

Under the hood, AI processes each customer’s data, and makes recommendations for content, channel, customer segmentations and analytics, as well as assisting with targeted journey authoring which adapts to customer interactions

If you want to watch a quick video on how it works, check out this video about how the Campari Group is using this capability:

For more detailed information, there is a great session from Microsoft Ignite that you should check out: