Dynamics 365 Journeys Automation

Context

Email automation works best when three things align: audience, message, and measurement. This work focused on creating journeys that were consistent, trackable, and easier to improve over time.

The problem

Campaigns often fail quietly when:

• targeting logic becomes inconsistent across sends
• reporting doesn’t clearly connect activity to outcomes
• teams can’t confidently iterate because the system is messy

What I did

Journey planning and build

• structured journeys around clear campaign objectives (what the user should do next)
• implemented segmentation and audience targeting based on available customer insights
• ensured templates and content blocks were reusable and consistent

Quality and deliverability hygiene

• maintained send quality through consistent checks (links, rendering, content structure)
• applied practical guardrails to reduce errors (naming conventions, repeatable workflows)

Reporting and optimisation

• tracked performance and translated results into actionable recommendations
• focused on improving clarity: what worked, what didn’t, and what to test next

How I use AI (practical, not magical)

AI-assisted workflows help speed up:

• draft variations for subject lines and CTAs
• content structure improvements (clearer hierarchy and “answer-first” messaging)
• summarising performance insights into next-step recommendations

Tools

• Dynamics 365 Customer Insights – Journeys
• Reporting and analytics workflows (platform reporting + GA4 where applicable)

Outcomes (qualitative)

• cleaner campaign delivery and reporting workflow
• more consistent audience targeting and messaging
• improved clarity on what to refine next

Next steps

If expanding this system further, I’d standardise:

• a journey library (repeatable automation patterns)
• UTM/event conventions for more reliable measurement
• a testing cadence (content + segmentation)

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FAQs

What is Dynamics 365 Customer Insights – Journeys used for?

It’s used to build targeted email campaigns and automation flows based on customer data, segmentation, and engagement behaviour.

Can you improve an existing Journeys setup?

Yes — I can audit journey structure, segmentation logic, content patterns, and reporting so it’s easier to optimise.

Do you write the emails too?

Yes. I can create or refine email content so it matches the journey goal and remains consistent across campaigns.