Workshop Customer Journey with AI
You think you know your customer experience. Your customers disagree.
A full-day workshop that maps your customer journey from the customer's perspective - and uses AI to surface where friction actually lives, not where you assume it does.
While your team maps the journey end-to-end, AI analyses customer feedback and service data to identify friction points, unmet needs, and hidden opportunities.
Starting point
Most Swiss SME teams map their customer journey from the inside out. They understand their processes but often lack visibility into what customers actually experience between touchpoints. Our AI-supported workshop closes that gap. While your team maps the journey end-to-end, AI analyses customer feedback and service data to identify friction points, unmet needs, and hidden opportunities that internal perspectives often miss. You leave with an evidence-based customer journey map, a prioritised improvement roadmap, and clearly assigned owners ready to act immediately.
What you get
- Map the journey your customers actually experience - not the one your team assumes they do
- Use AI to analyse real feedback (support tickets, reviews, NPS) and uncover exactly where customers get stuck
- Prioritise improvements based on hard customer evidence rather than gut feelings or internal politics
- Leave with a shared journey map, a prioritised roadmap, and named owners ready to execute
- Equip your team with applied AI skills they can reuse, rather than just watching a one-day tool demo
How we work
One full day. Five stages. One customer journey your team maps, challenges, and fixes.
Morning - Map and analyse
Your team maps the assumed journey. AI then analyses real customer feedback stage-by-stage - surfacing friction patterns, objection language, and drop-off signals your internal view cannot reach. The gap between what your team assumes and what the AI uncovers becomes the starting point for informed discussion and decision-making.
Afternoon - Prioritise and commit
AI highlights friction points based on frequency and severity, helping your team decide which issues matter most. The team then agrees on the top three priorities, assigns owners, and builds a concrete action plan before leaving the room. Before closing, each participant commits to one 7-day next step, stated aloud to a peer.
AI is not added on at the end. It runs inside each stage - replacing weeks of manual feedback analysis with live, actionable insight the exact moment you need it.
Who it is for
E-commerce retailer losing customers at checkout
A Swiss online retailer with high cart abandonment could use the workshop to find out why. AI analysis of support tickets and reviews would surface specific friction points the marketing team hadn't connected to abandonment - leaving the team with a prioritised action plan, named owners, and a 30-day improvement sequence approved by leadership before the day ends.
Professional services firm with high client attrition after onboarding
A Swiss consulting firm could use the workshop to map the client journey from first contact to renewal. AI might surface a consistent pattern of friction in the handoff between sales and delivery - a stage the internal team assumed was smooth. By the end of the day, the team would agree on a redesigned handoff process, assign ownership, and commit to a 30-day pilot.
Regional bank simplifying a product sign-up journey
A Swiss bank could map its business account sign-up journey and use AI to identify where applicants are abandoning the process - often concentrated in a single step no internal team owns. The workshop would result in clear ownership, a 30-day action plan, and success metrics tied directly to customer acquisition outcomes.
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