Most “customer journeys” are still one-way broadcasts dressed up as personalization. We send emails, wait for clicks, and call it engagement.
With Conversational Journeys, Dynamics 365 Customer Insights finally enables something different: real, adaptive customer dialogue.

In this session, Vivian takes you behind the scenes of building intelligent, conversation-driven journeys that react to customer intent, behavior, and context in real time.

You’ll learn how to:
* Design conversational journeys
* Integrate AI agents
* Connect Contact Center interactions

Focused demos and real life experience, this session gives architects and consultants practical guidance for turning “AI-powered engagement” into potentially scalable, reliable solutions.
Leave with the mindset, patterns, and technical foundations to move from campaigns to conversations.