I was recently asked how we can give customers the ability to update their email via a form. I advised against it. If you are using Customer Insights – Journeys, you know that a Contact Point Consent record exists for an email address showing if it is Opted In or Opted Out of a Purpose or Topic. Instead, I suggested that there is clear direction for those you are sending emails to that shows how they can Unsubscribe or fill in an Update Profile form. From there you can direct someone to Opt Out with their original email and Opt In with their new one. This is common if someone is changing jobs, or has decided they want to switch from their personal email to their work email (or vice versa). In this post I will show how you can create a nice Update Profile form to let someone update their information, but clearly states what to do if they want to change their email.

Sometimes new things just pop up in Dynamics 365 and specifically in Customer Insights – Journeys. This one is such a little thing but makes for a better user experience and perhaps less confusing for people how to then use it in emails. That is, the control for adding an and then use event images on an Event record. In this post I will show what the process used to look like and what it looks like now. Very quick and simple!

Nice little post from Fredrik, all about that old wonderful feature, LinkedIn Lead Gen. Two workarounds are suggested, that Fredrik has tested to see what the pros and cons are. So if you used this in the past and still want this kind of solution, be sure to check this one out!

Amey Holden and I will talk through the November release for Customer Insights – Journeys, plus talk through anything fun we’ve been working on. We’ll also answer your questions if you have them! 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 offered twice on the same day to accommodate as many time zones as possible!

Wednesday November 12th, 2025 – NOTE: The two sessions on the same date will be the same content. No need to attend both.

A webinar that is coming up this Thursday, so register now if you don’t want to miss out. Join Susana Ramos and Jackie Hunt, both from Coffee + Dunn. They will discuss how to build smarter, more dynamic audiences with Microsoft Dynamics 365 Customer Insights – Journeys. The session will cover:

• what makes a strong audience
• the risks of poor audience definition
• when to use segments versus triggers in Dynamics 365 Customer Insights
• common segmentation + trigger “gotchas” that can derail even the best-intentioned campaigns—and how to avoid them

Microsoft Ignite is coming up next month, and although you can attend in person, if you can’t get to San Francisco you can always attend online, November 18th to 20th. Get the edge you need to drive impact in the era of AI. Join us to bolster your knowledge, build connections, and explore emerging technologies. 

I saw this one on LinkedIn and thought it was worth a share. Where are the moments of friction in your customer experience? Identifying these pain points is one of the most critical outcomes of journey mapping. A visual representation of the customer journey makes it easier for your entire team to see the challenges and work together on solutions. Take a look at the 5 steps they outline to map the Customer Experience Journey.