We need to talk about... Dynamics 365 Customer Insight Journeys... Release Wave 2 for 2025

In my next blog post, I will launch a series on the changes we can expect in Release Wave 2 for 2025.

With Release Wave 2 for 2025, Customer Insights Journeys is getting a fresh round of AI‑driven upgrades that will make marketers' lives easier, faster, and a lot more connected.

With this release, Microsoft continues to bridge the gap between marketers and Copilot, and this wave of releases provides a wide range of human-assisted AI components.

Create journeys with AI

You tell Copilot what you want the journey to do, in plain English, and it builds the structure for you. This feature is currently available in selected regions and pretty much does exactly as it says on the tin. The primary benefit here is the speed at which journey creation is completed.

Strengthen Your Forms with Built‑In reCAPTCHA Protection

Another welcome addition in Release Wave 2 is the new reCAPTCHA integration for Customer Insights – Journeys forms — and this one is all about keeping your data clean and your marketers sane. Until now, protecting forms from bots usually meant relying on the old HIP captcha or patching together custom workarounds. That all changes with Microsoft’s modern, accessible, drag‑and‑drop reCAPTCHA experience. [learn.microsoft.com]

With this update, you can add reCAPTCHA to any form in seconds using the Form Editor — no HTML tweaks, no developers, no fuss.

Larger Static Segments (up to 200,000 members)

A big win for organisations running large one-off campaigns. You can now upload huge CSVs, pull data from any connected source, and create massive static audiences without workarounds.

Teams Town Hall integration (10,000 members)

Host truly large-scale virtual events that plug directly into Customer Insights – Journeys for invitation management, attendance tracking, and follow-ups, all automated and data-driven.

Voice Joins the Conversation

One of the most interesting additions is the ability to include voice messages directly in customer journeys, which is powered by an integration with Dynamics 365 Contact Centre.

Marketers can send automated voice messages and get insights like attempts, outcomes, and even sentiment analysis. A really powerful channel if you're trying to reach customers who are more responsive to calls than emails.

Summary

If your organisation has ever struggled to manage complex customer touchpoints across teams and systems, this wave is bringing features that will make your life a lot easier.

Hope you all enjoyed this post on the Dynamics 365 Customer Insight Journeys Release Wave 2 for 2025. I will continue this series with some additional content specifically related to Dynamics 365 Customer Service for Release Wave 2 for 2025. Take Care, Speak Soon!