From research to journeys in minutes: a webinar about Journey AI
Mapping a customer journey typically takes nearly 74 hours — almost two full weeks of work. With Journey AI, we've revolutionized the process, bringing it down to minutes.
In this special launch webinar, recorded on March 19th, 2024, TheyDo co-founders Jochem van der Veer and Martin Palamarz, together with Senior Product Manager Justas Petronis (aka “Mr. AI”) come together to discuss why Journey AI is the natural evolution of Journey Management, the pains it solves, and how it works.
Building a customer research assistant with AI
“As a product manager, I’ve been taught that the best thing we could build is a time machine. It’s not about being lazy, it’s about freeing up the talent and skills to do more of what’s valuable.” – Justas Petronis, Senior Product Manager at TheyDo
Journey AI mimics the workflow of customer experience and UX professionals by taking original customer research – such as interview transcripts, support tickets, and sticky notes – and:
Finding thematic patterns
Summarizing quotes and insights from customers
Mapping out a logical sequence of how those insights (pains, needs, gains, observations) take place over the course of the customer experience
The result is a fully functional journey that can be customized, updated, and connected to other journeys throughout the customer lifecycle.
Ultimately, Journey AI works as a very smart assistant in your mapping process – it does not replace human-led research, but instead, does the work of organization and analysis so you can develop customer-centric solutions more efficiently and effectively than ever before.
Watch the full webinar to learn more about Journey AI and see Justas creating a sample journey using.
What is covered in the webinar
To skip around to segments of the webinar that are most relevant to you, click on the timestamps below.
00:00 Welcome and introductions
02:03 Rolling out Journey AI
03:37 Zooming out: Journey Management
06:48 Why Journey AI: the challenges that prompted its creation
07:40 Mapping a journey and keeping it up-to-date is time-consuming
10:35 Concerns about using AI in journey mapping
11:45 Human bias when analyzing customer research
13:44 The challenges Journey AI solves
16:43 How Journey AI was built
19:42 ️Journey AI product demo️
28:48 Audience Q&A
49:47 How Journey AI ties back to your journey framework
52:53 What's next for Journey AI
1:03:31 Final thoughts & wrap-up
Journeys are the building blocks of a customer-centric future
Generating journeys with AI is just the start of a powerful, journey-centric engine for decision-making. Jochem calls these initial journeys the “grappling hooks” that you can continuously add more qualitative content on to, whether it’s from your VoC program, your NPS responses, a new interview transcript, or a sales call. It all contributes to a growing body of knowledge about the customer.
Martin adds that the qualitative data used in journeys can start to be used in the same way that quantitative data is used to determine things like website performance, conversion rates, and other metrics. With Journey AI, you can not only scale your qualitative data measurement, but you can also guarantee that data is as trustworthy and up-to-date as the data you see in your most advanced analytics tools.
“One thing that we strive towards is to make the journey the most powerful business tool there is. We know that when you have data you can trust —quant and qual— that tells a story, you can make business-critical decisions.” –Martin Palamarz, co-founder and CXO, TheyDo
Lastly, Justas looks towards the future, when, fed on a steady stream of customer data, your journeys will update themselves. Information overload and pipeline creep will be a thing of the past, since the most urgent customer needs will reveal themselves in your journeys, allowing you to prioritize opportunities, develop solutions, and drive value for your business.
Journey AI is available in TheyDo. Try it out!