Customer Journey
The complete experience a customer has with a company, from initial awareness through purchase and beyond.
In-Depth Explanation
The customer journey encompasses all interactions and experiences a customer has with a brand across all touchpoints and channels, from first awareness through purchase, usage, and loyalty or churn. AI enables personalisation and optimisation at each stage.
Customer journey stages:
- Awareness: Discovery of brand/product
- Consideration: Evaluating options
- Decision: Making purchase
- Retention: Post-purchase experience
- Advocacy: Recommending to others
AI applications across the journey:
- Personalised content and ads (awareness)
- AI chatbots for queries (consideration)
- Dynamic pricing and recommendations (decision)
- Predictive support (retention)
- Sentiment analysis (advocacy)
Journey mapping:
- Identify touchpoints and channels
- Understand customer goals and pain points
- Map emotions throughout journey
- Identify moments of truth
- Find AI/automation opportunities
Business Context
Understanding and optimising the customer journey drives customer satisfaction, loyalty, and lifetime value.
How Clever Ops Uses This
We help Australian businesses map customer journeys and identify AI opportunities to enhance experience at critical touchpoints.
Example Use Case
"Mapping an e-commerce customer journey to identify that cart abandonment is highest at shipping cost reveal - then implementing AI-powered personalised shipping offers."