When's the last time you thought about your customer's experience? With Generative AI you can continuously map, monitor, and optimize every customer touchpoint.

Here's how.

1 Start by cataloging every customer touchpoint.

Start by cataloging every customer touchpoint. You'll revisit this workflow quarterly, so use AI that lets you save documents. Create a new project called "Customer Experience Analyzer", tell it about your business, and ask it to help you identify every possible customer touchpoint. Your firsthand knowledge is invaluable here. List everything from social media interactions to packaging to post-purchase follow-ups.

2 Feed your AI with real customer data.

Upload:

• Customer service call transcripts (last 3 months)
• Social media data
• Survey responses and NPS feedback
• Sales call notes
• Website analytics summaries
• etc

Try a prompt like: "Analyze this data and reveal: 1) What touchpoints are customers actually experiencing that we might be missing? 2) Which touchpoints generate the strongest emotional reactions (positive and negative)? 3) Where are the biggest gaps between our intended experience and what customers report?"

3 Create a customer experience map.

Ask your AI to organize these touchpoints into a logical sequence, but avoid the traditional linear journey map trap. Instead, prompt it with: "Create a network diagram of how these touchpoints connect and influence each other, highlighting the critical moments where customer decisions are made."

4 Score each touchpoint on multiple dimensions by asking your AI to evaluate each on:

• Emotional impact (highly negative to highly positive)
• Functional performance (fails to does the job perfectly)
• Frequency (rare to extremely common)
• Business impact (minimal to mission-critical)

5 Identify optimization opportunities.

Try prompts like:

• Where are the biggest disconnects between what customers expect and what we deliver?
• Which touchpoints have the most negative emotional impact but would be relatively easy to fix?
• If we could only improve three touchpoints this quarter, which would create the most significant positive impact?

6 For each prioritized touchpoint, use your AI to generate multiple improvement hypotheses.

Try a prompt like: "For [specific touchpoint], generate 5 different ways we could improve the customer experience. For each improvement, explain: what exactly would change, what resources would be required, how we could measure success, and potential unintended consequences."

You don't need to become a CX expert overnight. Start with just three touchpoints that matter most to your business. Getting those right will teach you the process and create immediate impact.