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Customer Journeys

customer ai glossary (a-f)

 

 What are Customer Journeys?

 
 Customer journeys are structured maps of how customers engage with a business across stages such as consideration, purchase, onboarding, usage, and renewal. While widely adopted, they often oversimplify complex decision-making. 

In the Customer AI Masterclass Unit 1.2, customer journeys are explained as not all equal—some disproportionately impact loyalty and financial outcomes. Frameworks like the Kano Model and the Peak-End Rule are used to identify high-leverage moments. Customer AI applies analytics to journey stages, creating customer-driven KPIs that align with what customers truly value. 

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