Journey Mapping for Omnichannel with AI

Level-up your collaboration and content experience, using AI to help the humans

Master our AI-powered omnichannel audience or customer journey mapping (CJM) methodology. Journey maps are vital tools for building future-proof content strategies and models that are audience-centric. You’ll see how to use the latest AI (GPT) tools to accelerate the process.

Omnichannel, content reuse, and personalized delivery are hard. Regardless of the power or type of technology you have at your disposal, including AI. It’s how you plan, ideate, and measure the journey that will make the difference.

Whether your content is external or internally facing, or if it’s knowledge or marketing-oriented, designing it to support measurable journeys, also known as experience maps – is a proven way to progress organisational and audience goals.

Measuring satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring each individual interaction – McKinsey & Company

A journey is more focused than a whole customer lifecycle. It focuses on one or more personas trying to accomplish an objective. That could be

• the process of becoming aware they have a need in the first place
• a product evaluation
• comparing or migrating between services or products
• resolving a query or learning new skills, or
• any other experience where your organization might be involved or affected.

Instead of assuming what users need or planning content, journey maps seek to paint a detailed picture of how your audience makes their way to accomplishing an objective. It covers

• audience’s current and potential experiences
• their detailed informational needs (and the implied metadata tagging and content types that go with them)
• friction points and emotional states, and most vitally,
• the calls to action, metrics, and personalization opportunities along the way.

Having all this in a single unified collaboration-friendly state brings organizational stakeholders together around the core objectives. It creates a framework to integrate 

• content design and modelling
• planning processes that support omnichannel personalisation at any scale
• levelling-up how you generate and use metrics and valuable market data, and
• innovating your experience and products for the future of AI and immersive content.

Learning objectives

• Differentiate between traditional and omnichannel journey maps
• Extracting content requirements from a journey map
• Managing maps that can support adaptive content.