Customer Journey
Customer Journey
Factual definition
The complete experience a customer has with a brand from first awareness through purchase and beyond, including all touchpoints.
Jason Barnard definition of Customer Journey
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.
How Jason Barnard uses Customer Journey
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.
Why Jason Barnard perspective on Customer Journey matters
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.
Synonyms
Buyer Journey
Client Journey
Posts tagged with Customer Journey
From Darwinism in Search to Darwinism in AI: The Evolution of Evolution
Read Bernadeth Brusola’s analysis of Darwinism in Search and AI By Jason Barnard In 2019, I asked Gary Illyes from Google a question at the SMS Sydney conference: Does the...
The Unified Algorithmic Conversion System: From Bot Crawl to Business Revenue
How AI decides whether to recommend your brand: the complete mechanical cycle From the moment a bot discovers your content to the instant a human agrees to buy, AI runs...
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