Authored by: Ciaran Reynolds
Dynamics 365 Consultant
Customer Insights can do a lot. That’s its strength, but it’s also why many teams feel unsure where to begin. When journeys, personalisation, content, feedback and analytics all live in one place, it’s easy to overcomplicate things early on.
Our advice is simple: start with the features that remove friction first, then build from there.
Get your branding right from day one
Brand Profiles and Theming turn your visual identity into a system Customer Insights can reuse everywhere. Once they’re set up, emails, forms and pages automatically follow your brand without teams needing to adjust colours, fonts or layouts each time.
Why we recommend it:
Branding mistakes disappear, content looks consistent by default, and teams save hours of manual formatting. For organisations managing multiple audiences or brands, it also creates a clean and scalable way to stay in control.
Build a content framework teams can rely on
Templates and content blocks give teams a strong foundation for creating emails quickly and confidently. Templates define layout and structure, while content blocks act as reusable components like headers, footers, calls to action or compliance statements.
Why we recommend it:
Together, they reduce production time, protect brand quality and give teams a repeatable way to create professional looking communications without starting from scratch.
Respond in the moment with real time triggers
Real time triggers allow Customer Insights to respond the moment someone engages with your organisation. That might be signing up, registering, donating or updating their details.
Why we recommend it:
For organisations moving away from legacy systems, this is often a game changer. Even simple automated thank you or welcome messages remove a large amount of manual follow up while making interactions feel timely and personal.
Don’t overlook Customer Voice
Customer Voice isn’t enabled by default, which means it’s easy to miss. Once switched on, it connects feedback directly into journeys, allowing survey responses to trigger the right next action automatically.
Why we recommend it:
Feedback stops being something you review later and becomes something you can act on immediately. Issues are picked up faster, positive sentiment is acknowledged and relationships improve naturally.
Take a phased approach
Customer Insights works best when it’s introduced gradually. Start with branding, templates, simple journeys and real time triggers. As teams build confidence, layer in more advanced journeys, deeper personalisation and optimisation.
This approach helps organisations build momentum without overwhelming users or stretching teams too far, too fast.
Final thought
Customer Insights doesn’t have to feel complex. By focusing on a small number of high impact features, organisations can deliver better engagement, reduce manual effort and scale with confidence.
If you’d like support prioritising features or setting Customer Insights up in a way that delivers value quickly, speak to the mhance team. We’ll help you turn capability into practical results.
