The customer journey as we know it is broken, and AI is reinventing in. In this month's session, we're joined by Carlos Granda, a CS leader with over 30 years of experience across Google Cloud, SAP, Salesforce, and more, to explore what it actually means to rebuild the customer journey with AI at its foundation, not bolted on top.
From dynamic health scores to the rise of the "outcome architect," Carlos and Tash cover the mindset shifts, structural changes, and practical starting points that leaders need to move from activity-based thinking to outcome-based orchestration: and do it in a way that actually serves customers, not just internal org charts.
What you’ll learn:
Why the traditional customer journey (swim lanes, sticky notes, handoffs) is dead, and what replaces it
The difference between adding AI as a layer vs. building it as the foundation of your customer journey
How to assess your organisation's readiness for AI before you start building
Why static health scores need to go, and what a dynamic, signal-based alternative looks like
The three places Carlos would start if he were rebuilding a customer journey from scratch today
How to govern AI across your CS team without killing experimentation
What the CSM role looks like in an AI-first world (hint: outcome architects)
How to start small, prove value quickly, and scale without losing consistency
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