Rethinking the Customer Journey
- The traditional customer journey (search → click → compare → buy) no longer reflects how people discover and purchase products. People discover brands everywhere – on TikTok, Instagram, through tools like ChatGPT, WOM, Whatsapp groups etc…
- Microsoft highlighted that generative AI lets brands predict what people want rather than just reacting to their actions. It can tailor messages, optimise campaigns across social, search, and video, and make marketing more efficient.
- Action: Be visible across multiple platforms, build awareness early, tailor messaging to where audiences spend attention, and use AI-informed insights guided by human interpretation.

