The AI customer journey
Buying journeys used to be a sequence of visits you could see. Most of one now happens in a chat.
What this topic covers
A growing share happens inside one conversation with an assistant, and most of it never touches your analytics. That changes what there is to measure. A single question becomes several retrievals behind the scenes, the shortlist gets assembled before anyone clicks, and the surfaces a brand needs to appear on are no longer just a results page. If you only measure the last click, you are looking at the end of a journey you never saw the start of.
These pieces cover what the AI customer journey is and how it differs from the funnel it replaced, how answer engines decide which businesses to put in front of a buyer, why one question fans out into many, and which AI search surfaces actually matter now.
2 pieces, most recently updated first
- Guide
The AI customer journey: buying in the age of AI search
Customer journeys are collapsing into AI conversations. What the AI customer journey is, what's changed in the age of AI search, and how to see yours.
Read guide - Blog
Query fan-outs are getting longer, and here is why that matters
One visible question becomes several background searches. What that means for coverage.
Read article
See your own journey
AI Customer Journey Analysis simulates full multi-turn buyer journeys across ChatGPT, Claude, Perplexity, Gemini and Google AI Overviews, mapped to funnel stages and run repeatedly, so the findings are frequencies rather than anecdotes.
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