Creating an AI-Enabled Customer Journey
from Michael Martino Show Hosted by Michael
Don't start by asking, "Where can we use AI?" Start by asking, "What is the customer trying to accomplish?" Then: Map the journey. Identify the friction. Find the moments that matter. Where could AI remove effort, anticipate needs, automate work, improve decisions, or connect the customer to the right human at exactly the right time? The future isn't about adding AI to today's customer journeys, it's about redesigning the customer journey around what AI now makes possible. The organizations that understand that distinction are going to have a significant advantage.
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