CUSTOMER JOURNEY MAPPING

Customer journeys are evolving. Between regulatory pressures and the sweeping adoption of AI, traditional journeys, from awareness to purchase, are giving way to dynamic, multi-channel interactions informed by data intelligence.

Businesses have a landmark opportunity to create agile, customer-centric experiences that scale at pace. The key to enduring success is to re-examine customer journeys through an AI lens and develop practical ways to eliminate outdated friction points. 

In Deep Tech, where you'll find multiple stakeholders, long development cycles, highly technical products, and evolving AI-driven interactions, consistent and scalable experiences are increasingly difficult to develop.

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

Our Solution

Sorai combines the best of a business consultancy with the specialised domain expertise of a design studio. 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. 

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

The Process

Diagnose the Journey - Weeks One & Two

• Detailed market analysis

• Diagnosis of existing capabilities, data and platforms

• Quantitative research with target segments to identify core behaviours, customer journeys

• Alignment with business ambition and goals, including stakeholder workshops

Design the Future State - Week Three

• Map the ideal state end-to-end customer journey

• Develop the backstage processes needed to support the front-stage experience

• Develop an initial draft of the governance model to test and validate

Validate & Refine - Weeks Four & Five

• Rapid concept prototyping

• Testing with customers, stakeholders and employees

• Assessment of partners, including third-party tools and internal capabilities

• Test and validate the governance model with stakeholders and the leadership team

Deliver & Embed - Week Six

• Deliver the ideal AI-enabled customer journey

• Consolidate validated recommendations as a product backlog of prioritised stories

• Develop a tested governance model to support the customer journey and management of AI processes and tools

Why Choose Sorai? 

Our team brings hands-on experience delivering data, AI, product, and digital transformation initiatives for leading companies worldwide. We’ve designed and implemented customer journeys that scale across industries and markets.

Backed by SMEs and an AI-focused core team, we draw on expertise gained at organisations such as Microsoft, McKinsey, Google, Tapioca DAO, JPMorgan, Shell, QuantumBlack, and BCGDV.

Alongside this, we tap into a global talent network of more than 3,000 designers, developers, and strategists, enabling us to assemble the right team to fit your needs at pace.

If you’re ready to scale smarter customer journeys, our team is here to help. Let us know what you're looking for by filling out the form below, and we'll be in touch as soon as possible.