AI and the Customer Journey: What Happens Next?

The customer journey does not end when an ad generates a lead. This episode looks at what happens next: CRM data, sales follow-up, automation, brand voice, and the operational choices that determine whether interest becomes revenue.

What you will learn

• Where AI can improve a customer journey and where it can make the experience worse
• What a hotel customer-experience example reveals about useful automation
• Why good leads are often wasted after they enter a CRM
• How data hygiene affects personalisation, measurement, and follow-up
• Why tone of voice still matters when messages are generated at scale
• What marketers and sales teams should agree before adding more automation

About this episode

The Future Outlook is hosted by Luis do Carmo and Niharika Muthreja. The show examines how artificial intelligence, marketing technology, automation, and changing customer behaviour affect practical business decisions.