Outbound is ending in Dynamics 365 – what does it mean for you?
Dynamics 365 is Microsoft’s platform that enables organizations to manage and optimize communication, sales, and collaboration. Outbound Marketing, a communication service within the platform, has long been used to create campaigns, segment audiences, and manage both mass mailings and simpler customer journeys. In recent years, Microsoft has developed Real-time Marketing as a new alternative to Outbound. Real-time is now fully integrated as Customer Insights – Journeys, and as of June 2025, Outbound Marketing will be completely phased out and replaced by this new tool. At the same time, Microsoft has introduced Customer Insights – Data, which is designed to work alongside Journeys to create a powerful platform for event-driven communication and personalized customer journeys. For organizations still using Outbound, it’s high time to plan the transition to Customer Insights – Journeys to ensure uninterrupted communication flows. This shift also provides access to new functionalities that better support data-driven and flexible customer journeys.
What’s new in Customer Insights – Journeys?
Customer Insights – Journeys builds on the functionality of Outbound Marketing while introducing new features:
- Journey orchestration: Create flexible customer journeys with more branches and adaptations that respond to customer behavior in real time.
- Higher capacity: Manage up to 300 million interactions per month, compared to 10 million in Outbound.
- Improved segmentation: Create and manage unlimited segments with a more advanced tool.
- More channels: Communicate seamlessly via email, SMS, push notifications, and custom channels with enhanced integration.
- AI support: Automate and optimize channel selection and timing for communications.
- Compliance management: Handle consents and communication preferences with greater flexibility.
These improvements aim to help organizations engage customers in real time, build loyalty, personalize customer experiences, and grow with a unified and adaptable platform.
How we can support you
The transition from Outbound to Customer Insights – Journeys can feel overwhelming, but it’s also an opportunity to optimize and modernize your customer journeys. We offer support throughout the entire process:
- Analysis and planning: We help map your current activities and customer journeys to identify what can be migrated directly and what can be improved or simplified for the transition.
- Optimization of customer journeys: Together, we review your existing flows and campaigns, adapting them to the opportunities in Customer Insights – Journeys for more effective and personalized experiences.
- Technical implementation: We ensure that your systems are correctly configured, data integrations run smoothly, and the transition happens without disrupting your communication flows.
- Creating new journeys and campaigns: Need new customer journeys or campaigns to get started? We design and implement solutions that utilize the full potential of Customer Insights – Journeys.
- Training and coaching: We ensure your teams are comfortable with the new tools and methods through practical training and ongoing coaching, so you can work independently going forward.
What’s the next step?
To ensure a smooth transition, we recommend starting your planning now. Here are some questions to consider:
- Which of your current activities and customer journeys need to be migrated to Customer Insights – Journeys?
- Do you have internal resources and skills to manage the transition?
- Which needs or goals in your organization can the new features in Customer Insights – Journeys support, and how can they be used to improve your activities and customer experiences?
If you have any questions or want to learn more about the transition to Customer Insights – Journeys, don’t hesitate to reach out. We’re here to help you get started!
Do you have questions about transitioning to Customer Insights – Journeys? Fill out the form, and we’ll get back to you quickly with answers and guidance.