CUSTOMER JOURNEY MAPPING

The customer journey is evolving. From awareness to purchase, linear paths are giving way to dynamic, multi-channel, real-time interactions informed by data intelligence and AI-driven personalisation.

A new generation of journey design is here, and it presents a unique opportunity to create more agile, customer-centric experiences that resonate at scale. From a design perspective, the goal is to re-examine customer journeys through the lens of AI and develop practical, novel ways to eliminate outdated friction points and design future-forward experiences that deliver a distinct competitive advantage.

At Sorai, we help organisations reimagine and transform their customer journeys with a lean, AI-enabled approach.

Our team combines expertise in design, customer experience, business consulting, and AI to de-risk investment and deliver practical, scalable outcomes. Whether working with startups or global enterprises, we’ve led journey transformations and built AI-enabled products that align customer needs with business priorities.

Our Approach

We've built Sorai to support businesses in delivering an AI journey transformation from strategy to implementation. We typically focus on six core  capabilities by asking the following: 

1. What do our customers and employees need? Where are the gaps and opportunities we can design for to become distinctive?

2. How do we clearly assess the value and role of AI across key customer journey touch points?

3. How do we design for trust - both for our teams and customers - to excite and to improve decision making?

4. How do we build confidence in technology, infrastructure, feature build, systems integration, interfaces and security?

5. What changes do we need to make to our operating model and processes to ensure effective people and AI collaboration?

6. How do we develop a unified data strategy that will enable us to scale AI across all journeys to drive standardisation, efficiency and optimisation?

Our Method

Our six-week customer journey programme is built around diagnosis, hypothesis, validation, and delivery. Through rapid prototyping and validation with customers and stakeholders, we refine each stage into practical recommendations. The outcome is a set of future-ready journeys, supported by a clear roadmap and prioritised backlog, designed for real implementation.

What we focus on: 

• Consumer Needs and Opportunities - identifying and understanding the pains and needs of customers and employees to pinpoint where AI can add value

• Data Flows & AI - a rigorous approach to forming an AI and business focus throughout the journey, coupled with customer and staff satisfaction

• Backstage Operations - determining current capabilities and understanding how the internal processes will support the ideal AI-enabled customer experience

• AI Regulations, Ethics, and Governance - embedding trust and compliance by stress-testing journeys against ethical standards and regulatory requirements

Discovery

If you’d like to learn more about reimagining your customer journeys with AI, and the practical outcomes of our programme, get in touch with the team using the form below. Let us know what you’re looking for and we’ll get back to you as soon as possible.