From AI‑First to Value‑First
Using Customer Journey Maps to Drive Growth with AI
About this session
About this webinar
AI is booming in chat tools, yet adoption in core B2B workflows is lagging, leaving customer needs unmet. This talk shows UX/design teams how to use customer journey maps (roles, goals, JTBD) plus a simple 3A Framework to identify where AI can genuinely drive conversion, adoption, and retention.
Audience takeaways:
- Map customer journeys to uncover high-impact AI opportunities
- 3A Framework: Decide when AI should Assist, Automate, or Adapt — with transparency, user control, and accessibility baked in
- How to measure impact: Measure results through user research, experiments, and key metrics
