Figure 2-1
AI Customer Journey Map: Four Phases, Ten Steps
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Read top to bottom: journey phase, journey step, who is acting, Journey Diagnostics. The five small cells in each step stand for the Five Marketing Audiences in order: dark green is the lead, medium green takes part, light green is slightly involved, and gray is the remaining roles.
② Journey Design Which steps to take AI Customer Journey Map: Four Phases, Ten Steps From Figure 0-2 Journey Phases Phase One Readiness Phase Two AI Information Acquisition Phase Three AI-Assisted Decision and Action Phase Four Conversion & Return Journey Steps S1 Prepare S2 Crawl S3 Train S4 Index S5 Ask AI S6 AIMention S7 AIAnswer S8 Act S9 Visit S10 Return Who is acting See Figure 1-1 Marketing Audiences Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Humans Search EngineCrawlers AI Crawlers AI Agent AutomatedBots Diagnostics What this step asks Is the datacomplete? Can theyget in? Can itbe used? Is itindexed? Came toread? Were youmentioned? Did it getit right? Can it getit done? Did theyshow up? Did theycome back? Lead Takes part Minor role Other audiences ID EO Original framework © 2026
How to read Read top to bottom: journey phase, journey step, who is acting, Journey Diagnostics. The five small cells in each step stand for the Five Marketing Audiences in order: dark green is the lead, medium green takes part, light green is slightly involved, and gray is the remaining roles.
Read from top to bottom: journey phases, journey steps, the participation of the Marketing Audiences, and Journey Diagnostics; the same column is the same step, linking each role to its results.
Related questions
- Chapter 2 key pointsJourney Design (Which Steps to Take): AI Customer Journey: Four Phases, Ten Steps
- Figure 2-2Journey Diagnostics Gate Map: Ten Steps, Ten Gates
- Figure 2-3Five Marketing Audiences Journey Swimlane Diagram
- FAQ 2-1How are the four phases divided?
- FAQ 2-2Who decides whether to allow S3 Train?