InMoment, the leading provider of integrated Experience Improvement (XI)™ solutions, announced the launch of AI Journey Insights, an industry-first platform feature that transforms how enterprises understand and optimize their customer journeys. The solution addresses a critical challenge in customer experience management: bridging the gap between channel-based and journey-based customer insights.

“AI Journey Insights breaks down these barriers by automatically mapping customer touchpoints across all channels and journey stages, providing a comprehensive view of the customer experience from every vantage point.”

“Traditional customer experience programs have been constrained by organizational silos, with different departments owning different channels and touchpoints in a customer journey,” said Jeff Catlin, SVP, Integrated CX and AI Products at InMoment. “AI Journey Insights breaks down these barriers by automatically mapping customer touchpoints across all channels and journey stages, providing a comprehensive view of the customer experience from every vantage point.”

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Key Innovations

The feature leverages large language models (LLMs) and natural language processing (NLP) analysis to:

• Automatically identify and map customer journey touchpoints from unstructured data sources, including conversations, surveys, reviews, and support tickets
• Provide industry-specific journey insights through pre-trained AI models
• Enable competitive analysis by analyzing and journey mapping competitors’ customer review data
• Measure touchpoint impact on overall customer experience without manual configuration

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Transforming Customer Experience Management

Unlike traditional approaches that require manual mapping of listening posts and channels to touchpoints, InMoment’s AI Journey Insights automatically discovers and analyzes customer journeys from unstructured data. This breakthrough enables organizations to:

• Move beyond siloed, channel-based measurements to a holistic journey view
• Understand customer experiences across all touchpoints and stages
• Identify friction points and opportunities for improvement
• Make data-driven decisions based on comprehensive journey insights
• Identify journey stages that may have been previously overlooked

Industry-Specific Intelligence

The feature’s AI models can be trained on specific datasets, ensuring relevant and accurate journey insights for different business sectors. This specialized training eliminates the need for customer teams to do extensive configuration and tuning.