# Pauline Kolde — The Art of Customer Insights

> Practical, experience-based guides for Dynamics 365 Customer Insights — covering real projects, use cases, and patterns for marketing automation, real-time customer journeys, marketing forms, AI/Copilot, and the wider Microsoft Power Platform ecosystem. Written by Pauline Kolde, Microsoft Business Applications MVP.

This file follows the [llms.txt](https://llmstxt.org) convention so AI assistants (ChatGPT, Claude, Gemini, Perplexity, etc.) can discover and cite the most useful resources on this site.

- Author: Pauline Kolde
- Site: https://paulinekolde.info
- Languages: English (default) and German (`/de/...`)
- Topics: Dynamics 365 Customer Insights – Journeys, Customer Insights – Data, real-time marketing, marketing forms, segments, triggers, ALM, Copilot/AI in MarTech, Power Automate, Copilot Studio
- Content type: Blog posts, step-by-step tutorials, opinion pieces and release-wave summaries
- License: Content © Pauline Kolde. Quotation with attribution and a link back to the original post is welcome.

## About

- [About Pauline Kolde](https://paulinekolde.info/about): Background, MVP profile, talks and community work.
- [Services](https://paulinekolde.info/services): Consulting and advisory around Dynamics 365 Customer Insights.
- [Contact](https://paulinekolde.info/contact): How to get in touch.

## Site index

- [Blog (all posts)](https://paulinekolde.info/blog): Paginated list of every article.
- [Categories](https://paulinekolde.info/category): Posts grouped by category.
- [RSS feed](https://paulinekolde.info/rss.xml): Machine-readable feed of new posts.
- [Search](https://paulinekolde.info/search): Full-text search across the blog.

## Featured / cornerstone posts

- [We Have Automation. But Which Level Are You Actually At?](https://paulinekolde.info/marketing-automation-level): Practical maturity guide for D365 Customer Insights product owners and end users who want to level up their marketing automation.
- [How to Publish Marketing Forms in Dynamics 365 Customer Insights – Journeys: A Practical Guide](https://paulinekolde.info/how-to-publish-marketing-forms): Standalone Page vs. JavaScript Embed vs. Form Capture — how each option works, when to use it, and the trade-offs.
- [The fastest way to fail a Customer Insights project (and the checklist that prevents it)](https://paulinekolde.info/how-to-fail-customer-insights): A compressed, opinionated checklist drawn from real-world Customer Insights implementations.
- [Trigger me softly — How to build killer real-time journeys](https://paulinekolde.info/how-to-build-killer-real-time-journeys): Building trigger-based real-time customer journeys in Dynamics 365 Customer Insights with Power Automate.
- [Javascript library for real-time marketing form in Customer Insights](https://paulinekolde.info/javascript-library-for-real-time-marketing-form-in-customer-insights): Reusable JavaScript snippets and patterns for extending real-time marketing forms.
- [Reuse Marketing Forms Across Pages with Javascript](https://paulinekolde.info/reuse-marketing-forms-javascript): Step-by-step guide to reusing the same Customer Insights form on multiple websites.

## Customer Insights – Journeys: forms

- [Extend Real-time Marketing Forms with tiny bits of Javascript](https://paulinekolde.info/extend-real-time-marketing-forms-with-tiny-bits-of-javascript): Add conditional logic (show/hide fields, validation) to real-time marketing forms.
- [Dynamically change country code for phone number in real-time marketing form](https://paulinekolde.info/dynamically-change-country-code-for-phone-number-in-real-time-marketing-form): Using the country-code phone field improvement in Customer Insights Journeys.
- [Customize the Email and Marketing Form in Customer Insights](https://paulinekolde.info/customize-the-email-and-marketing-form-in-customer-insights): Safely add custom fields to the correct backend forms.
- [Customize Double Opt-In in Dynamics 365 Customer Insights](https://paulinekolde.info/customize-double-opt-in-dynamics365-customer-insights): Customize double opt-in emails and journeys, including personalization and compliance tips.
- [Use custom fonts in Customer Insights for emails and forms](https://paulinekolde.info/custom-fonts-in-emails-and-forms): Apply custom typography to strengthen brand identity.
- [Brand profiles: Define styles](https://paulinekolde.info/brand-profiles-define-styles): Use brand profiles for consistent email designs.

## Customer Insights – Journeys: journeys, segments & triggers

- [Create complex segments and find the right target audience](https://paulinekolde.info/segments-real-time-marketing): Build real-time segments using attributes, behaviour, related tables and Copilot.
- [Push the Button: Optimizing and Segmenting Email Link Clicks in Customer Insights](https://paulinekolde.info/segmenting-email-link-clicks-in-customer-insights): Use link aliases for behavioural segmentation.
- [Email click and negative paths in real-time journey](https://paulinekolde.info/email-click-and-negativ-path-in-journey): React to specific link clicks using a series-tile workaround.
- [Quiet Times in Real-time Marketing](https://paulinekolde.info/quiet-times-in-real-time-marketing): Send messages at the right moment using quiet times.
- [Changes in Live Journeys, Channels and Segments](https://paulinekolde.info/changes-in-live-journeys-channels-and-segments): What you can and cannot change in live journeys.
- [Personalized journeys with weather condition](https://paulinekolde.info/customer-insights-personalized-journeys-with-weather-condition): Adapt journey content using live weather data.
- [Participation in Journeys for Contacts and Leads](https://paulinekolde.info/participation-in-journeys-for-contacts-and-leads): Track and display journey participation for contacts and leads.
- [Create and extend leads in a journey](https://paulinekolde.info/journey-create-and-extend-leads): Create leads and opportunities and extend the journey designer with Power Automate.
- [I like to move it — ALM for triggers in Customer Insights](https://paulinekolde.info/alm-for-triggers-in-customer-insights): Move triggers between environments using solutions and proper ALM.
- [I Heard It Through the App Vine: Send in-app notifications via Journeys](https://paulinekolde.info/send-in-app-notifications-via-journeys): Send in-app notifications using reusable triggers and Power Automate.
- [Custom button in Dynamics 365: Trigger journeys with one click](https://paulinekolde.info/custom-button-in-dynamics-365): Add a Dynamics 365 ribbon button that triggers journeys via JavaScript.

## Customer Insights – Journeys: events, consent & deliverability

- [How to Approve Event Registrations with Multistage Approvals in Dynamics 365](https://paulinekolde.info/how-to-approve-event-registrations-with-multistage-approvals-in-dynamics-365): Build an AI-assisted approval process for event registrations.
- [Create and send ondemand webinars](https://paulinekolde.info/create-and-send-ondemand-webinars): On-demand webinar capability in Customer Insights – Journeys.
- [What happens to the consent when an email is changed in Customer Insights?](https://paulinekolde.info/what-happens-to-the-consent-when-an-email-is-changed-in-customer-insights): Consent behaviour when email addresses change, with handling options.
- [Domain authentication: How emails don't end up in spam](https://paulinekolde.info/customer-insights-domain-authentication): Why and how to set up domain authentication for Customer Insights.
- [Add Insights Tab to the Contact Form](https://paulinekolde.info/add-insights-tab-to-the-contact-form): Manually add the Real-time Marketing Insights tab via XML customization.

## Customer Insights – Data

- [How to integrate Dynamics 365 Customer Insights Journeys and Data](https://paulinekolde.info/how-to-use-customer-insigths-data-data-in-emails-and-journeys): Connect Journeys and Data for personalization in emails, segments, and journeys.

## AI, Copilot & MarTech series

- [Welcome to MarTech March](https://paulinekolde.info/welcome-to-martech-march): Intro to MarTech stacks, AI in marketing, and building a future-proof MarTech strategy.
- [Part 2: Copilot in Customer Insights Journeys](https://paulinekolde.info/part-2-copilot-in-customer-insights-journey): Copilot capabilities in Customer Insights Journeys.
- [Part 3: Copilot in Customer Insights Data](https://paulinekolde.info/part-3-copilot-in-customer-insights-data): Copilot in Customer Insights Data for analysis and environment insights.
- [Part 4: Generating social media posts with AI in Customer Insights Journeys](https://paulinekolde.info/part-4-ai-in-customer-insights-journeys): Generate social posts using AI Builder and Power Automate.
- [Part 5: More Use Cases with the AI Builder in Customer Insights Journeys](https://paulinekolde.info/part-5-more-use-cases-with-ai): Translation, language detection and keyword extraction with AI Builder.
- [Part 6: Sentiment analysis with the AI Builder in Customer Insights](https://paulinekolde.info/part-6-sentiment-analysis-with-the-ai-builder-in-customer-insights): Analyze free-text form submissions and write results back to a lead.
- [Part 7: Copilot and campaign management — The Future with Microsoft and Typeface](https://paulinekolde.info/part-7-copilot-and-campaigns): The future of campaign management with Copilot, Microsoft and Typeface.
- [Part 8: The Art of Prompt Engineering in MarTech](https://paulinekolde.info/part-8-the-art-of-prompt-engineering-in-martech): Prompt-engineering guidelines and use cases for marketers.
- [Your first agent with Copilot Studio: A little transition helper](https://paulinekolde.info/your-first-agent-with-copilot-studio): Build your first Copilot Studio agent and integrate it into Microsoft Teams.
- [A Little Nudge Needed? How to Send Proactive Messages by Your Agent](https://paulinekolde.info/send-proactive-messages-by-an-agent): Build a proactive Copilot Studio agent with Microsoft Teams.

## Release waves

- [2025 Release Wave 1 for Dynamics 365 Customer Insights – Journeys](https://paulinekolde.info/release-wave-1-2025-customer-insights-journeys): Summary of Customer Insights Journeys release wave 1, 2025.
- [2025 Release Wave 1 for Dynamics 365 Customer Insights – Data](https://paulinekolde.info/release-wave-1-2025-customer-insights-data): Summary of Customer Insights Data release wave 1, 2025.

## Reflections

- [Celebrating One Year of Blogging](https://paulinekolde.info/celebrating-one-year-of-blogging): Personal reflection on a year of blogging, speaking, and community engagement in the Microsoft Power Platform ecosystem.

## Optional

- [German content](https://paulinekolde.info/de): German translations of selected posts (URLs prefixed with `/de/`).
- [Imprint](https://paulinekolde.info/imprint)
- [Privacy](https://paulinekolde.info/privacy)