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How do you reach customers who are bombarded with messages every day? How do you stand out in a digital stream of content? The answer is certainly not (or no longer) traditional single-channel marketing—where you communicate only through email or social media, for example.
You’ve probably experienced it yourself: constantly switching between devices and channels. You open an email on your laptop, see an ad on social media, then receive a text reminder about an offer.Cross-channel marketing responds to this reality by aligning communication across multiple channels in a smart and seamless way.
By offering a consistent and personalized customer experience across channels, you increase engagement and conversions—and connect with customers when they’re most receptive.Recent data from 2025 shows that campaigns using multiple channels achieve a 287% higher purchase rate than those using only one. Other studies show a 90% increase in loyalty and retention for cross-channel vs. single-channel campaigns.
So how do you ensure that all your channels work together effortlessly? This is where Dynamics 365 Customer Insights comes in.
Many companies struggle to manage communications across different platforms. Often, they rely on a mix of disconnected tools—email platforms, SMS providers, social media management software—which leads to inefficient workflows, inconsistent messaging, and a lack of insight into customer interactions.
With Dynamics 365 Customer Insights, you bring all those channels together in one integrated platform. This makes your marketing campaigns more efficient and lets you engage customers in a more targeted, personalized way.
Even better: thanks to built-in AI and automation, you can easily determine the best message, the right channel, and the perfect send time for each individual customer.
Dynamics 365 Customer Insights is Microsoft’s powerful marketing platform designed to help you build and optimize cross-channel campaigns. Key features include:
Thanks to these capabilities, businesses can reach their customers at the right time and through the right channel, without switching between systems.
Every marketer who’s tried cross-channel marketing knows it comes with its fair share of obstacles.
Dynamics 365 Customer Insights helps tackle some of the most common ones:
Data quality
Effective marketing starts with clean, accurate data. Customer information must be up to date, complete, and well-structured. Dynamics 365 helps by centralizing data from various sources and enriching it with AI-powered insights.
Coordinating channels
It’s crucial that your channels complement—not duplicate—each other. Your campaign needs a smooth flow.
For example:
With Dynamics 365, you can design customer journeys that automatically select the most effective next step and channel.
Consistent messaging & branding
Customers expect a consistent brand experience, no matter how you reach them.
Dynamics 365 helps ensure a uniform tone of voice and visual identity across all channels.
GDPR & compliance
Privacy regulations like GDPR require explicit consent for communication. Dynamics 365 includes built-in tools to centrally manage opt-ins, opt-outs, and ensure compliance.
Many companies rely on external tools for email, SMS, and social media marketing. This often leads to extra costs, inefficient workflows, and data discrepancies between systems. With Dynamics 365, you avoid these problems by managing everything within one platform.
The benefits of this are:
Cross-channel marketing is essential for companies that want to reach customers effectively. By integrating all your communication channels within Dynamics 365 Customer Insights, your marketing becomes not only simpler, but also more powerful.
From smart segmentation and AI-driven personalization to seamless automation—everything happens in one place, without the need for third-party tools. The result? Lower costs, better data alignment, deeper analytics, and higher customer satisfaction.
Ready to take your cross-channel marketing to the next level? Get in touch with one of our Dynamics 365 experts today.
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