Transform Enterprise CX with Copilot in Dynamics 365 Customer Insights

For enterprises with over $100 million in revenue, data is both a goldmine and a growing pain. Teams gather massive amounts of customer data, but putting it to use is elusive. Fragmented systems, lengthy turnaround times for analysis, and disjointed campaigns hinder growth.

Microsoft’s Copilot for Dynamics 365 Customer Insights changes the game. It brings together AI, data, and intuitive tools to help you discover insights and act on them faster than ever. Rather than waiting weeks for custom reports or relying on technical teams for every data query, business users can directly engage with their customer data using natural language, accelerating the entire insight-to-action cycle.

This blog shares what Copilot brings to the table, with real-world use cases that highlight how it is more than just a nice-to-have addition.

How Copilot Enhances Dynamics 365 Customer Insights

Copilot brings a new level of intelligence and usability to Dynamics 365 Customer Insights by removing technical barriers and accelerating how teams work with customer data. Here is how it transforms the way businesses understand, predict, and act on customer behavior:

Natural language queries for business users
Copilot opens up data access by letting users ask complex questions in everyday language. A marketing manager can ask, “Which segments have the highest lifetime value for premium products?”—no SQL or data science skills needed. This eliminates the dependency on technical teams and accelerates decision-making across departments.

AI-powered segmentation and discovery
Copilot identifies valuable customer segments independently. By analyzing behavioral, transactional, and demographic data, it identifies patterns humans might miss. For instance, it can identify a group of customers who frequently buy related products within specific timeframes, opening up targeted cross-sell opportunities.

Predictive analytics for strategic planning
With Copilot, businesses can plan rather than react. It forecasts customer lifetime value, flags churn risks early, and suggests next-best actions. These predictions help companies take timely action, and even minor improvements can deliver major results at scale.

Automated data integration and enrichment
Copilot combines data from multiple systems, including CRM, ERP, and others, by automatically mapping and enriching it. This reduces manual work, improves consistency, and builds a unified customer view without the usual delays associated with data preparation.

Real-time campaign activation
Insights and segments created with Copilot can be activated instantly. Marketing teams can launch campaigns directly from Customer Insights, cutting the time from discovery to execution from days to minutes. That means quicker responses to market changes and more timely customer interactions.

How Copilot’s wide range of capabilities helps improve CX

Copilot streamlines the connection between marketing and service teams and their customers. From segmentation to personalization, it removes technical barriers and helps teams work faster and achieve better results.

Segment building using plain language
Marketing teams can describe the audience they want, and Copilot turns it into a working segment.
Example: “Show customers who bought hiking gear in the last 45 days but did not respond to the loyalty invite.” Copilot builds the segment, suggests refinements, and ensures compliance by factoring in consent data.

Personalized journeys without the design work
Describe your goal—like “Send a welcome series to new loyalty members with product recommendations”—and Copilot builds the campaign with triggers, steps, and content. Journeys stay current as segments evolve, thanks to Dataverse integration.

Faster, smarter email creation
From a few bullet points, Copilot generates complete emails—tone, layout, and messaging included. You can adjust the tone (e.g., bold, conversational) and update brand elements, such as fonts and colors.

Contextual image suggestions
Copilot matches visuals to your message using context, not just keywords. Mention “spring sale on hiking boots,” and it suggests relevant images. You can re-prompt or fine-tune as needed.

Polished content, no rewrites required
Need to improve a paragraph? Copilot revises it to match your tone and audience—clearer, more concise, or more executive—while preserving your original intent.

Uncovering new customer segments
Copilot supports discovery, too. Ask, “Which customers are at risk of churn?” or “Who bought recently but did not open our last three emails?” It finds the answers and surfaces related insights to guide action.

Better customer service with AI support
Copilot helps service teams in the following ways:

• Surface relevant customer details instantly.
• Recommend replies based on context.
• Suggest next-best actions using Customer Insights.

Real-world example
Imagine you operate an outdoor gear brand. The following sample prompts and their respective results.