MB-280: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights

MB-280: Design and Deliver Powerful Customer Experiences with Dynamics 365 Customer Insights

Course Description

Unlock the power of customer data to create personalized and impactful experiences with MB-280: Design and Deliver Powerful Customer Experiences with Dynamics 365 Customer Insights. This instructor-led course guides business analysts, marketers, and CRM professionals through the core capabilities of Dynamics 365 Customer Insights, Microsoft’s leading customer data platform (CDP).

Learn how to unify customer data from multiple sources, create comprehensive customer profiles, and leverage AI-driven insights to drive targeted engagement. Explore how to design, implement, and optimize customer journeys that deliver consistent, relevant experiences across marketing, sales, and service channels.

Audience Profile

This course is ideal for:

• Business analysts, marketers, and customer experience professionals leveraging data-driven insights

• Dynamics 365 consultants and solution architects implementing customer data platforms

• CRM managers and data strategists focused on customer segmentation and personalization

• IT professionals supporting Dynamics 365 Customer Insights deployment

Familiarity with Dynamics 365 applications and data management concepts is recommended.

Course Outline

Module 1: Introduction to Dynamics 365 Customer Insights

• Understanding the role of a Customer Data Platform (CDP)

• Overview of Dynamics 365 Customer Insights capabilities

• Benefits of unified customer profiles and AI-powered analytics

Module 2: Data Ingestion and Unification

• Connecting data sources and ingesting customer data

• Data mapping, transformation, and identity resolution

• Creating unified customer profiles with real-time data updates

Module 3: Customer Segmentation and Enrichment

• Building dynamic customer segments using attributes and behaviors

• Enriching profiles with third-party data and AI insights

• Leveraging measures, KPIs, and calculated metrics for analysis

Module 4: Insights and Analytics for Customer Engagement

• Utilizing AI insights and predictive analytics

• Visualizing customer data with dashboards and Power BI integration

• Monitoring customer health scores and engagement metrics

Module 5: Activating Customer Insights Across Channels

• Integrating Customer Insights with Dynamics 365 Marketing, Sales, and Service

• Orchestrating personalized customer journeys and campaigns

• Exporting data for external marketing and engagement platforms

Module 6: Governance, Security, and Best Practices

• Managing data privacy and compliance within Customer Insights

• Configuring role-based access and data security

• Implementing best practices for data quality and platform optimization

Hands-on Experience

This course features 40% to 50% hands-on activities, allowing participants to practice ingesting data, creating unified customer profiles, building segments, and activating insights within a live Dynamics 365 Customer Insights environment.