Discover where AI is going to fit into your customer journey – with Christopher Hofman Laursen

Christopher Hofman Laursen shares that once you’ve mapped out your customer journey, it’s time to determine where AI is going to help you. Christopher says: “Take a step back and really try to understand where generated AI platforms will fit into the customer journey.” Do you do that by instinct, or is there research and data you can use to determine where that's likely to be? “First off, it's super important to realise that there's so much noise in the market at the moment. Right now, we're talking about ‘GEO’ as a new SEO discipline, trying to optimize for generative AI engines. There are former SEO consultants now going all-in on GEO. You see future crypto bros trying to get their foot in the door and creating blank canvas agencies competing against the established agencies. There's a lot of noise to declutter at first.

Gianluca Fiorelli advises that, to truly understand and deliver for your customer in 2026, you should be revisiting how you utilise clustering at every touchpoint. Gianluca says: “Rethink the concept of clustering. We usually think of clustering as something that is only for creating content, especially in the informational space. However, we know that we need to be visible along the entire search journey and customer journey. This means we must be visible with our informational content, but also our commercial, navigational, and transactional content – to use the classic definitions for intent. When you cluster, you need to do so for different types of clusters. The first one is still clustering for topics: entity search, and so on. Then, it is also interesting and very effective to start clustering these queries and segments for other things, like the buyer personas that are implied by these queries. You can cluster them by sentiment, in order to understand the urgency and needs that are implied by those searches.

Becky Simms shares that user intent doesn’t stand still, and this is something that you should be continually analysing. Becky says: “We are seeing huge shifts in how people search, and you need to stay on top of that, but not just by looking at what platforms are doing. You need to understand what users are doing, and how their intent is changing where they search.”

Joao Pereira shares the importance of being where your users are. Talking points include: How do you know where your users are? How do you identify who your users are? What tools do you use to help to identify where they interact? What do you do once you know where your users are? How does this fit into your marketing funnel? What measurable SEO benefit does this have?

It’s one thing to understand who your audience is, but how do you get a true sense of what your customers experience? Eli Schwartz advises walking a mile in their shoes. Eli says: “Map out your customer journey and figure out where search fits.” How do you start mapping an actual search journey? “It's very, very simple: you switch chairs. Marketers always have this marketing hat on when they're trying to sell something. Their boss gives them something, or it's their own product, and they put their marketing hat on. ‘What are the things I need to do? How do I package this? How do I promote it? What should the price be for SEO? What should my keywords be? What should my pages look like? How much content do I need? Who am I going to hire to do this?’

Will Slater uses a ’90s analogy to demonstrate the importance of being unique, even though it takes a little bit longer to get done. Will says: “Be more mixtape, specifically when you're writing content. To explain that, I need to take you back in time to the mid-90s. I'm a big music fan, I have been for most of my life, and my formative years with music were in the ‘90s. Back then, there were two main ways to share music: listening to the radio and making mixtapes and sharing those mixtapes with your friends. Now, creating mixtapes was hard work. It was a faff because you had to figure out exactly what tracks were going to be in what order. You had to sit in front of your stereo, picking out your records or your CDs and pressing ‘play’ and ‘record’ on your tape deck. However, that meant that every mixtape that anybody made was special because people put so much thought and effort into it.

Melissa Popp highlights that it’s easy to take the easy route when it comes to creating content in 2026, but this isn’t the way you stand out. Melissa says: “With AI rewriting the rules of search, content that zeroes in on real user intent is the only content that will stand out and survive.” How do you establish the user intent to begin with? “You have to look at the problem you're trying to solve. Every piece of content you create should start from that place. If you can't answer that question, you should not be writing that piece of content – whether the keywords tell you to or not.”

Vince Nero believes that it’s all too easy to forget about the end user in the age of AI. Vince says: “Things are changing so rapidly with AI, you should be leaning on what works for people and not the algorithms.” Will doing what works for people naturally mean that you will be successful in catering towards the newer algorithms? “That's the big question. In theory, Google’s algorithms and the tools that they have built want to provide answers for users. There are some tin-foil-hat theories that they are optimizing for ad dollars and publishers – and to an extent, they do want to keep people on the platform because it’s where they get paid. However, at the end of the day, that type of mindset is going to be very limiting, and you end up forgetting about your customers.

Alun Lucas shares that there's no point perfecting your SEO if people get to your site and there is a horrible form that causes them to abandon - use form analytics to improve the UX of your form and make sure you aren't losing customers unnecessarily. Talking points include: What are the typical differences between a well converting form and a poorly converting form? What fields are necessary? What are form analytics? How do you improve the UX of your form? Is is sometimes a good idea not to have a form? What customer data can you acquire on your website without requiring a form? What is good form design? What software do you use to design forms? Does having good forms help with SEO? How can you measure this?

Ebere Cecilia Jonathan explains why she believes that user experience is much more than just the way you deliver your content on your website. Ebere says: “Focus on the user experience. This has always been my advice, but with the change in user search behaviour and the introduction of AI, it is even more important now.” Why is user experience even more important in the age of AI? “Before now, we looked at what keyword had the highest volume, because that showed what users were searching for. Then, we tried to write content for that keyword and track our ranking for that keyword. This is how SEO operated in the past, and that made sense. With AI, however, it's possible for you to rank for that keyword without getting any conversions. You're ranking on the first page, but you might not even be getting any impressions. We have AI overviews, we have ‘from sources across the web’, and every day there's a new product coming from Google.