Some days start like any other: morning cup of coffee, daily meeting with colleagues, solve some problems from customers, etc.
But today I got a message from a user. He couldn’t publish a customer journey and he didn’t know why. He sent me the weirdest screenshot. This is more or less what he sent me:
In Customer Insights Journeys, events run on Contacts. Registrations, check-ins, reminders, the whole journey, all of it is contact-shaped.
Which is fine, until you remember that plenty of the people you’d love to have at your event aren’t contacts at all: they’re sitting in your Leads. Prospects Sales is already working with, or people who raised their hand on a form but are not in your contact base yet.
So you invite those leads to the event anyway and Customer Insights Journeys happily registers them as contacts. Now there’s a subtle catch: the new Event Registration points at a contact, while the Lead it actually belongs to is left on the sidelines, disconnected. 🙋
For a while now, clients who run webinars in Customer Insights Journeys have been reaching out to me for help setting up Teams Webinar V2.
Their current Teams webinar option is being marked as “legacy”, which is basically like saying Beetlejuice for software products 😬
The timeline is also important: Microsoft is retiring Teams live events and the related Graph APIs effective June 30, 2026. For legacy Teams Webinar and Teams Meeting events, Microsoft honors already scheduled events through February 28, 2027. After that period, Teams Webinar V2 or Teams Meeting V2 should be used.
This week I was taking a look behind the trenches and checked out Odoo Marketing Automation capabilities, and I noticed that they can configure an automatic reply for people who respond to the sender mailbox. Which made me think a lot of things:
But most importantly, it made me question How is this handled in Customer Insights Journeys?
Lead Scoring has always been a great unknown to me in Dynamics 365 Customer Insights - Journeys. I’ve known about it since the days of outbound marketing, but I never had the chance to see it implemented in a real customer project or help customers adopt it.
This article gets its inspiration from the session “The chaos of Customer Insights projects - The mistakes we keep making (and pretending we don’t)” by Vivian Voss in ColorCloud 2026. She asked the public if in their projects of Customer Insights Journeys, their clients could define what a lead is. I think only one person raised a hand. Vivian highlighted that one of the biggest bottlenecks is that marketing and sales teams often don’t collaborate closely enough.
Waitlists can be a powerful tool, but they can become difficult to manage, especially when manual processes are involved.
Handling waitlisted registrations can be straightforward, but once we involve companions, it can quickly become tricky.
Because what can we do with 2 registrations? how do we communicate the client that we have only place for one? Do we allow them to cancel one of the registrations?
In my experience, we should give as much control to attendees as possible. Luckily, this is achievable by setting up journeys and informing them via email about the status of their registration.
