APPROACHING AI AS A DESIGN LEADER: RETHINKING THE CUSTOMER JOURNEY WITH A LAYER OF AI-FIRST

Summary from the TLDR Design newsletter

To drive meaningful transformation with an AI-first approach, start by mapping a specific area of the customer journey in detail, focusing on five layers: the customer's perspective, internal team workflows, low-impact customer tasks, communication touchpoints, and reimagined possibilities in an AI-native world. Prioritize areas where AI can add value, collaborate across teams, and treat the customer journey as a living system that evolves with organizational maturity and technological capability.