Have you ever bought a product or used a service from an organisation, then had a follow up request for a review on Trustpilot? Most of us have, but if you are not sure what Trustpilot is, it’s an independent review process which aims to help consumers make educated decisions on their next purchase or for businesses to feel a sense of trust with one another when engaging in services. I’ve definitely checked it out in the past and added reviews. I know there are clients of mine using it, so I wondered if there was a way to automate the process that sends an invitation FROM Trustpilot to your customer. This would then become a verified review, rather than just any random person rating your organisation or products. Let’s take a look and see how you could send Trustpilot Invitations using Realtime Marketing triggers in Customer Insights – Journeys.

Very happy to see a new post from Pauline, and this one is about managing event registrations in Customer Insights Journeys using the new multistage approval in Agent Flows. It is a preview feature but her approach shows how you can add everyone who registers to a waitlist and only approve those you want approved (meaning no competitors would be approved) and have assistance from AI but still keep a human in the loop.

For anyone using the Sales Accelerator functionality AND Customer Insights Journeys, you may have a need to add Contacts or Leads to a sequence as part of a Journey. Consider someone new who has subscribed, perhaps you want to put them in a nurture journey of some kind. There are ways this could be done manually, or by your filter criteria on a Sales Accelerator segment (not to be confused by a Customer Insights segment), but what if you want the option for marketing to add this via a journey? This post will show you how you can add to a sales sequence using a custom trigger.

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 October 15th, 2025

This is a two-day event for IT professionals and end users, working with Microsoft technology held 17th-18th October 2025, Farnborough International Exhibition & Conference Centre in the UK. South Coast Summit focuses on all key pillars of the Microsoft ecosystem: Business Applications, Modern Work, Security & Compliance, through to Microsoft Azure. If you can get there, definitely one to attend!

Touchpoints vs. Journeys. In traditional CX thinking, touchpoints are discrete customer–company interactions (a website visit, a call, a store visit) while the customer journey is the entire, end-to-end process a customer experiences over time. In this LinkedIn article, Raymond Gerber looks at a Journey-centric approach to modern customer experience. Journey thinking means mapping end-to-end flows – including customer feelings and barriers – not just tallying touchpoint metrics.