How to Create Smart Customer Journeys with AI [2025 Guide]

7/3/25

Source:

Ian Miller on CSM website

Case Studies

Using AI to create customer journeys, approaches and case study examples.

https://www.customerservicemanager.com/how-to-create-smart-customer-journeys-with-ai/

Customer journeys work best when they’re not just a straight line but a map drawn with the customer in mind. That’s where AI steps in.

With AI, brands can stop guessing and start listening, using signals from each interaction to make the entire experience more personal and helpful. Done right, AI turns scattered touchpoints into a connected path that feels natural, not forced.

In this guide, you’ll see how AI can unlock smarter customer journeys, connect your tools, and help your team deliver the kind of service people actually remember. The best part? Most of these changes are simpler than they sound, and you can start acting on them today.