Customer Insights for UAE marketing teams: real-time journeys and consent you can prove.
Customer Insights is Microsoft’s marketing platform, formerly Dynamics 365 Marketing. Customer Insights - Journeys sends email, SMS and push messages that react to what each customer does. Customer Insights - Data joins your customer records into one profile. If your team still relied on the old outbound marketing module, Microsoft removed it in May 2026, so those journeys and forms need rebuilding. We set it up for UAE audiences, channels and consent rules.
- May 2026Outbound marketing removed
- JourneysReal-time, behaviour-triggered
- ConsentCompliance profiles and preference centres
- TenantLicensed per tenant, not per user
Six building blocks, from customer data to the message they receive.
Customer Insights - Data
Joins records from Dynamics 365 Sales, Customer Service, your website, e-commerce and other systems into one profile per person, so segments and journeys use the whole picture.
Real-time journeys
Journeys start from what a customer does, such as filling in a form, visiting a page or reaching a milestone, as well as from segments. You build them visually in the journey designer.
Email, SMS, push and more
Email, SMS and push are built in. SMS works natively with Azure Communication Services, Infobip, LINK Mobility, Telesign and Twilio. WhatsApp and other providers are added as custom channels.
Consent and preference centres
Compliance profiles define how consent is captured, stored and enforced. Branded preference centres let customers choose what they receive, and tracking can be set to a restrictive model where no tracking happens until someone opts in.
Copilot for marketers
Describe a segment in plain language and Copilot builds the logic. Copilot also drafts email content from your key points and suggests journey structures from a description. A marketer reviews every output before anything is sent.
Events and analytics
Event registration and check-in run in real-time journeys, and journey analytics show performance. Deeper reporting connects through Microsoft Fabric and Power BI.
Four problems we solve before the first campaign goes out.
Moving off outbound marketing
Microsoft removed outbound marketing from all environments in May 2026. Its emails, forms, segments and journeys can no longer be used in real-time journeys, events created there must be recreated, and old Power BI reports no longer work. We inventory what you had, rebuild what still matters, and migrate consent records.
Consent that meets UAE PDPL
Under Federal Decree-Law No. 45 of 2021, valid consent must be provable, clear and easy to withdraw, and people can object to the use of their data for direct marketing. We set up compliance profiles, preference centres and consent tracking so you can show who agreed to what, and when, and honour withdrawals automatically.
SMS and WhatsApp for UAE audiences
Email alone under-reaches many UAE customers. We connect a native SMS provider, or your existing one through a custom channel, and add WhatsApp as a custom channel through your chosen provider, all governed by the same consent rules.
Arabic and English
Customer Insights runs on Microsoft Dataverse, which supports Arabic as a user language, so marketers can work in Arabic or English. We build message templates in both languages so each audience receives the right version.
Six UAE marketing operations that suit Customer Insights.
Retail customer engagement
Personalised offers, post-purchase journeys and loyalty communications.
Financial services nurture
Prospect nurture and cross-sell journeys with consent recorded per channel.
Healthcare patient engagement
Appointment reminders, follow-up care and wellness programme messages.
Real estate buyer journeys
Enquiry nurture, viewing follow-up and market updates for your prospect database.
Education application journeys
Application nurture, registration reminders and parent communication.
B2B account-based marketing
Account campaigns that hand marketing-qualified leads to Dynamics 365 Sales.
Four phases, starting with your data and your consent records.
- 1
Data, consent and outbound inventory
3-4 weeks
List your customer-data sources and existing consent records. If you used outbound marketing, inventory its journeys, forms, segments and events and decide what to rebuild. Output: data model, consent model and rebuild list.
- 2
Channels and compliance setup
3-4 weeks
Sending domain authentication (SPF, DKIM, DMARC), brand templates, SMS provider, any custom channels such as WhatsApp, compliance profiles and preference centres.
- 3
Journey build and pilot
3-4 weeks
First journeys built and piloted on a small segment, with Copilot enabled and a review step before any send.
- 4
Rollout and optimisation
2-4 weeks plus ongoing
Remaining journeys rolled out, A/B tests started, and monthly reviews against your marketing goals.
What UAE marketing teams ask before committing.
Modules that pair with Customer Insights.
Book a scoping call and get a written marketing automation proposal in 5 days.
Tell us about customer data sources, approved communication channels, consent process and campaign objectives. We will confirm the requirements and proposed scope with you.
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