Hope you’ve been enjoying your summer. Still lots going on other than vacations and holidays in the world of Customer Insights – Journeys! I’ve written up a post on adding a Net Promoter Score question to your marketing forms, we’ve got a post on Twilio and consent management, information on troubleshooting email engagement, information on feature switches and some other interesting marketing related news. Enjoy!
As always, if you spot anything you think would be worth a mention, just let me know by sending a message via the online contact form using the navigation link above. Always good to know of others posting about D365 Marketing or if you see anything else other marketers should know about.
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D365 Marketing
Collecting Net Promoter Score Feedback Using Realtime Marketing Forms
When creating your marketing forms in Customer Insights – Journeys, you have choices in terms of the types of fields you can add. You’ve got lookup fields you can add, choice fields you can display as drop downs, yes/no fields you can show as radio buttons and so on. If your organisation collects feedback to calculate your Net Promoter Score, perhaps you have wished you can collect it via your Realtime Marketing forms. Well, you can! It’s not obvious, but using CSS and some minor changes in the HTML, you can definitely do that. Let’s take a look at collecting Net Promoter Score feedback using Realtime marketing forms, and get this set up!
Integrate Twilio Inbound Messages with Real-time Customer Insights Journey for Automated Consent Management
Another post from Zay Aung, and in this one we get to see how you can capture inbound SMS messages sent to a Twilio number and use those responses to trigger actions. This also includes updating your Contact Point Consent records for text messages. If you are using the text message functionality in Customer Insights – Journeys, this is one to check out!
Troubleshooting Email Engagement in Customer Insights - Journeys
Pauline has put together a little carousel on LinkedIn that shows why email engagement can drop after switching to Customer Insights – Journeys and what you can do about it. Why does engagement drop, how can you spot ISP specific issues. deliverability and sender reputation tips, and when you should be contacting Microsoft. Check this one out!
12 Dynamics 365 Marketing Features: Should You Enable Them?
A nice little post from Warren Butler at ServerSys that focuses on 12 features in Customer Insights – Journeys that have their own feature switch. Often it’s easy to overlook or miss key functionality if you weren’t aware the switches were there. This article looks at some of them Warren recommends reviewing, understanding what they are for, and turning them on.
Events
LIVE – Marketing Journeys – Real-time Chats – September
We’ve got September scheduled for you!
Amey Holden & Megan V. Walker have had Real-time Chats in the past, but this time they’re going LIVE! 💬✨ You’ll have the chance to join virtually, post your comments & questions, and be part of the conversation as they dive into new monthly features and share what they have been working on. This will be a monthly session offered twice to accommodate as many time zones as possible! 📅 Join Amey & Megan as they share experiences and explore what’s new in the world of Customer Insights – Journeys (Real-time) 🚀💡
Wednesday 17th September, 2025
Other Content
Top Strategic Predictions for 2025 and Beyond: Riding the AI Whirlwind
A report from Gartner, all about predictions for AI. AI is reshaping the business landscape, and customer service leaders cannot afford to stand still. According to the latest Gartner® latest report, “Top Strategic Predictions for 2025 and Beyond: Riding the AI Whirlwind,” organizations that act decisively on AI’s potential can achieve strategic advantages while mitigating operational risks.
Legitimate interests, legitimate growth: a new chapter for direct marketing
The UK’s data protection landscape has entered a new chapter. The Data (Use and Access) Bill (DUA) has now received Royal Assent, becoming law on 19 June 2025. This is the first significant update to the UK’s data protection framework since the introduction of GDPR and simultaneously amends GDPR, the Data Protection Act 2018 (DPA) and Privacy and Electronic Communications Regulations (PECR). This is an interesting read from Director of Policy and Public Affairs at the DMA.
