In an ever-evolving business landscape, the pressure to create meaningful, real-time connections with customers has never been greater. At Microsoft, we understand this challenge, which is why we’re incredibly proud to announce that Microsoft has been recognized as a Leader in the 2024 Gartner Magic Quadrant™ for B2B Marketing Automation Platforms for Microsoft Dynamics 365 Customer Insights.*
We feel this recognition, for the third consecutive year, highlights the strides we’ve made in enabling marketers to harness the power of data, AI, and automation to drive personalized customer experiences. Last year, we took the bold step of connecting customer data and journeys directly within one product—Customer Insights—to strengthen the connection between data and engagement. This move has allowed us to focus even more on breaking down silos, empowering teams, and delivering a unified understanding of customers across departments.
Dynamics 365 Customer Insights
Create engaging experiences.
Innovation fueled by AI
In 2023, we introduced Microsoft Copilot as part of our commitment to evolving the way marketers and data analysts interact with customer insights. By using generative AI, marketers can now automate time-consuming tasks, such as drafting emails, designing forms, and segmenting customers. In the past year alone, we’ve expanded these capabilities with over 15 new Copilot features, including the ability to:
- Use Copilot to draft, revise, and optimize marketing content.
- Automatically align communications with brand guidelines.
- Build customer segments with conversational AI.
- Summarize lead interactions and even predict customer behavior patterns.
By incorporating Copilot into Customer Insights, we’re not just enhancing efficiency—we’re enabling creativity and strategic thinking that can transform a company’s marketing efforts.
Breaking down data silos for better customer experiences
One of the key advantages Gartner identified is our ability to unify customer data across marketing, sales, and service functions. Too often, customer experiences are fragmented as information remains stuck in departmental silos. With Customer Insights, companies can create seamless journeys by ensuring data flows smoothly between touchpoints, providing a cohesive customer experience from start to finish.
This unified approach has been crucial in helping our customers, including Kodak Alaris, Lynk & Co, and Team Rubicon, revolutionize how they engage with their customers. For example:
- Kodak Alaris has saved more than 60% in costs while gaining visibility into customer journeys with Customer Insights.
- Lynk & Co uses the platform to capture and utilize customer data to create personalized, seamless car sharing experiences.
- Team Rubicon enhances its volunteer and donor engagement efforts using Customer Insights, helping to build and maintain lasting relationships that fuel their critical disaster work.
Global support with local expertise
Our vision of making personalization accessible to organizations worldwide remains a cornerstone of our strategy. We provide support in more than 40 languages and maintain a direct sales presence across the Americas, Europe, the Middle East, Africa, and Asia-Pacific. This, combined with a robust network of more than 350 partners and 7,000 resellers, allows us to deliver powerful solutions globally while tailoring them to local market needs.
The road ahead
As we reflect on this recognition from Gartner, we remain focused on continuing to innovate and support our customers. Whether it’s through the expanding capabilities of Copilot, deeper data integration, or our commitment to breaking down barriers between departments, Customer Insights is positioned to help businesses create more meaningful, personalized, and scalable customer engagements.
To learn more about how you can use Customer Insights, or for a deeper dive into the 2024 Gartner Magic Quadrant for B2B Marketing Automation Platforms, contact your Microsoft representative.
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Sources
Figure 1: Gartner, Magic Quadrant for B2B Marketing Automation Platforms, Rick LaFond, Jeff Cohen, Alan Antin, Upasna Chandna, Nicholas Mortensen, 23 September 2024.
*Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose
**This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved.
Jeff Comstock is the Corporate Vice President of Dynamics 365 Customer Service at Microsoft. He leads the global product teams delivering Microsoft’s all-in-one digital contact center, which includes core applications, engagement channels, and unified routing—all infused with AI. Utilizing his more than two decades of Microsoft product development leadership experience, Jeff consistently sets the pace for the next generation of customer service products.
