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What is the difference between Customer Insights – Data and Journeys?
The two have almost the same name and are often sold together, but they do completely different things.
Collects customer data from multiple systems and combines it into a single profile for each customer. Provides insights into who the customer is, what they have purchased, and how they differ from others. It is a data platform.
Builds and runs customer journeys: email, SMS, and other touchpoints triggered by customer actions. Determines what we should say to the customer and when. It is a marketing tool.
Not necessarily. If your customer data is already consolidated in Dynamics 365, Journeys can be used on its own. Data becomes relevant when the customer view is spread across multiple systems. Most organizations should start with Journeys and consider Data when segmentation is limited by missing information.
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