[Pending] Smarter marketing, better results: Cross-Channel Marketing with Dynamics 365 Customer Insights

11/03/2025

How do you reach customers who are bombarded with messages every day? How do you stand out in a digital stream of content? The answer is certainly not (or no longer) traditional single-channel marketing—where you communicate only through email or social media, for example.

You’ve probably experienced it yourself: constantly switching between devices and channels. You open an email on your laptop, see an ad on social media, then receive a text reminder about an offer.Cross-channel marketing responds to this reality by aligning communication across multiple channels in a smart and seamless way.

By offering a consistent and personalized customer experience across channels, you increase engagement and conversions—and connect with customers when they’re most receptive.Recent data from 2025 shows that campaigns using multiple channels achieve a 287% higher purchase rate than those using only one. Other studies show a 90% increase in loyalty and retention for cross-channel vs. single-channel campaigns.

So how do you ensure that all your channels work together effortlessly? This is where Dynamics 365 Customer Insights comes in.

Cross-channel marketing made easier with Dynamics 365

Many companies struggle to manage communications across different platforms. Often, they rely on a mix of disconnected tools—email platforms, SMS providers, social media management software—which leads to inefficient workflows, inconsistent messaging, and a lack of insight into customer interactions.

With Dynamics 365 Customer Insights, you bring all those channels together in one integrated platform. This makes your marketing campaigns more efficient and lets you engage customers in a more targeted, personalized way.

Even better: thanks to built-in AI and automation, you can easily determine the best message, the right channel, and the perfect send time for each individual customer.

What is Dynamics 365 Customer Insights?

Dynamics 365 Customer Insights is Microsoft’s powerful marketing platform designed to help you build and optimize cross-channel campaigns. Key features include:

Segmentation: Create dynamic segments based on customer behavior, preferences, and interactions.
Customer Journeys: Set up automated journeys that combine emails, SMS, push notifications, and ads.
Channel integration: Use email, SMS, social media, and even custom app notifications—all from one place.
AI & automation: Leverage native AI (Copilot) to predict the most effective channel, message, and timing for each customer.
Tracking & analytics: Gain real-time insights into your campaign performance with built-in dashboards and reporting.

Thanks to these capabilities, businesses can reach their customers at the right time and through the right channel, without switching between systems.

The challenges of cross-channel marketing

Every marketer who’s tried cross-channel marketing knows it comes with its fair share of obstacles.
Dynamics 365 Customer Insights helps tackle some of the most common ones:

Data quality
Effective marketing starts with clean, accurate data. Customer information must be up to date, complete, and well-structured. Dynamics 365 helps by centralizing data from various sources and enriching it with AI-powered insights.

Coordinating channels
It’s crucial that your channels complement—not duplicate—each other. Your campaign needs a smooth flow.

For example:

A customer opens an email but doesn’t respond → You send a reminder, followed later by an SMS.
A customer visits a product page → You send an abandoned cart email or personalized follow-up.

With Dynamics 365, you can design customer journeys that automatically select the most effective next step and channel.

Consistent messaging & branding
Customers expect a consistent brand experience, no matter how you reach them.
Dynamics 365 helps ensure a uniform tone of voice and visual identity across all channels.

GDPR & compliance
Privacy regulations like GDPR require explicit consent for communication. Dynamics 365 includes built-in tools to centrally manage opt-ins, opt-outs, and ensure compliance.

One platform, no extra integrations: the benefits of Dynamics 365

Many companies rely on third-party tools for email, SMS, and social media marketing. This often leads to extra costs, inefficient workflows, and disconnected data.
With Dynamics 365, you avoid these issues by managing everything within one ecosystem.

Benefits include:

Lower costs: Avoid extra licenses and integration costs from tools like Mailchimp, Twilio, or HubSpot.
Unified customer view: All interactions are stored centrally, so sales and marketing always work with the same real-time data.
Native AI across channels: Built-in AI analyzes cross-channel behavior and predicts which content works best, when and where.
Security & compliance: Microsoft’s trusted security and compliance framework keeps your campaigns GDPR-ready.
Advanced analytics: Integrated dashboards and Power BI give you deep insights and help continuously improve your campaigns.

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Getting started with cross-channel marketing

Cross-channel marketing is essential for companies that want to reach customers effectively. By integrating all your communication channels within Dynamics 365 Customer Insights, your marketing becomes not only simpler, but also more powerful.

From smart segmentation and AI-driven personalization to seamless automation—everything happens in one place, without the need for third-party tools. The result? Lower costs, better data alignment, deeper analytics, and higher customer satisfaction.

Ready to take your cross-channel marketing to the next level? Get in touch with one of our Dynamics 365 experts today.