The complete experience a customer has with a brand from first awareness through purchase and beyond, including all touchpoints.

Jason Barnard reveals the invisible AI touchpoints in the modern customer journey. Traditional journey mapping tracks visible interactions - website visits, emails, calls. The expanded view includes moments when prospects ask ChatGPT, Google, or Perplexity about solutions. Your brand is either present in these AI moments or absent.

Decision-Surface Mapping extends journey mapping to identify every surface where decisions about your brand are influenced: AI assistants, LinkedIn previews, investor research, media background checks, board vetting. Each surface is a potential touchpoint where AI either helps or hinders.

Use when explaining why AI presence matters for conversion. Connect to Decision-Surface Mapping (DSM). The customer journey now includes invisible AI interactions that shape decisions before any human touchpoint occurs. Missing from AI = missing from the journey.