The evolution of content in the Customer Journey: From a linear funnel to a digital path

The evolution of content in the Customer Journey: From a linear funnel to a digital path

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The Customer Journey has undergone a radical transformation in recent years. As emerging technologies redefine how businesses interact with their customers, the buying process has shifted from a linear path to a dynamic, digital, and multichannel experience.

In the past, decision-makers followed a predictable journey: they identified a need, researched options, and contacted sales. Today, the process is far more complex. CEOs, CTOs, and marketing teams gather information from multiple platforms before even considering a purchase. They engage with content on LinkedIn, attend webinars, explore short-form videos, and prioritize personalized experiences at every stage of their decision-making process.

In this article, we’ll explore how the customer journey has evolved, why these changes are critical for success, and what strategies businesses can implement to create high-impact content and convert high-value clients.

From a linear approach to a dynamic and personalized journey

Traditionally, the customer journey followed a structured sales funnel with three stages: Awareness, Consideration, and Decision. This model assumed that customers moved through each phase in an orderly manner. However, today’s consumers engage with multiple touchpoints before making a decision, requiring a more strategic content approach to attract and convert potential clients.

In the past, many businesses relied on mass content production, primarily through blogs, as their main lead generation channel. The belief was that publishing more content would increase the chances of capturing potential customers.

However, this approach had several flaws:

  • Market saturation: With countless businesses creating similar content, standing out became increasingly difficult.

  • Inconsistent quality: Prioritizing quantity over quality led to repetitive, superficial content.

  • Lack of personalization: Generic content failed to address the specific needs of customers at different stages of their journey.

  • Single-channel strategy: Blogs dominated content marketing, limiting outreach to more effective formats.

By relying solely on blogs and SEO, many companies struggled to capture the attention of decision-makers who preferred other content formats and platforms.

The Old Linear Model: High-Volume content and a single channel

Today: High-Quality content in a multichannel strategy

Now, the focus has shifted toward creating strategic and relevant content, prioritizing quality over quantity. The goal is no longer just to generate traffic but to educate, provide value, and guide customers throughout their buying process.

Successful companies follow three key principles:

  • Relevance and value: Content must align with customer needs at every stage of the Customer Journey.

  • Personalization: By leveraging analytics and Artificial Intelligence, businesses can create highly tailored experiences.

  • Multichannel strategy: Companies distribute content across multiple formats and platforms to reach customers at the right time.

According to a Gartner study, 74% of B2B buyers conduct independent research before speaking with a supplier. This means businesses must ensure their content is available across multiple formats and channels to capture attention at every stage of the buying process.

By integrating social media, video, email marketing, and interactive content, companies can drive higher engagement, build trust, and improve conversion rates.

Key factors driving change in the B2B Customer Journey

1. Digitalization and access to information

B2B buyers no longer rely solely on sales teams to learn about solutions; instead, they seek answers through online communities, social media, and digital platforms. The explosion of content has made customers more discerning, pushing businesses to create high-quality, relevant, and differentiated content to stand out.

2. Generational shift in decision-makers

A new wave of business leaders, particularly in startups and tech companies, consists of digital natives. They prefer consuming content in interactive formats, look for agile experiences, and value authenticity over traditional marketing tactics.

Studies show that 50% of B2B buyers are under 40 years old, meaning outdated strategies like mass email marketing and traditional SEO are no longer enough to capture their interest. Instead, businesses must focus on engaging, data-driven content strategies to appeal to this demographic.

3. Personalization and tailored experiences

Modern B2B buyers expect personalized experiences based on their industry, preferences, and specific needs. In fact, 80% of B2B buyers demand tailored interactions, making personalization a key driver of engagement and conversions.

Companies leveraging Artificial Intelligence (AI) and data analytics to deliver custom content and recommendations see significantly higher engagement rates and improved conversion metrics. By embracing personalization, businesses can foster deeper relationships, build trust, and enhance the overall buying experience.

Effective strategies for the new Customer Journey

Blog - March 2025-ES_05 - Estrategias efectivas para el nuevo Customer Journey

1.  Implementing artificial intelligence and machine learning

Artificial Intelligence (AI) allows businesses to personalize content in real time, streamline sales processes, and predict buying behaviors. Key applications include:
Smart chatbots that provide instant answers and improve customer interactions.

  • Recommendation algorithms that suggest relevant content based on user behavior.

Predictive analytics tools that identify high-potential leads and optimize marketing efforts.

2. Extreme personalization: A data-driven approach

Generic strategies no longer work in B2B marketing. To stay competitive, businesses must:

 

  • Segment audiences based on industry, company size, and decision-maker roles.
  • Create tailored content specifically for CEOs, CTOs, and technical teams.

Adapt messaging according to where the customer is in the sales funnel.

EXTRA TIP:

If you want to dive deeper into advanced Inbound Marketing strategies for the tech industry, check out our Complete Guide to Inbound Marketing.

3. Diversifying content formats

Instead of relying solely on blogs and ebooks, businesses should embrace a multiformat content strategy to reach decision-makers where they are most active. Key formats include:

  • Short-form videos and reels on LinkedIn and YouTube.
  • Podcasts featuring industry experts for in-depth discussions.
  • Infographics and interactive reports that present insights visually.
  • LinkedIn posts with key industry takeaways to boost engagement.

By offering content in multiple formats, companies expand their reach and increase audience engagement across various digital platforms.

4. Optimizing for voice search and AI-Powered search engines

With the rise of AI-driven search engines and voice assistants, businesses must ensure their content is optimized for:

  • Conversational queries on Google, aligning with how users naturally ask questions.
  • Voice searches on devices like Alexa, Siri, and Google Assistant.
  • Concise, structured responses that AI can easily interpret and rank in search results.

As search behavior evolves, adapting content for AI and voice-driven interactions will be crucial for maintaining visibility and attracting the right audience.

Blog - March 2025-ES_06 - En Resumen

In Summary

The Customer Journey has changed irreversibly. It is no longer a linear sales funnel, but rather a dynamic, digital, and multichannel experience, where decision-makers actively research, compare, and validate options before making a purchase.

By creating relevant, personalized content and leveraging multiple platforms to engage with customers, businesses can optimize the customer journey, increase interest, and improve marketing performance.

Is Your Business Ready to Adapt to the New Customer Journey?

At Isource, we stay ahead of market trends and leverage multiple platforms to design a content strategy tailored to your audience, helping you enhance your B2B marketing strategy.

Contact us today and let’s unlock your brand’s full potential!

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Intelligent Creativity: How AI Influences UX/UI Design

Intelligent Creativity: How AI Influences UX/UI Design

 

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Intelligent Creativity

In recent years, Artificial Intelligence (AI) has revolutionized numerous processes, optimizing tasks and improving tools across various industries. Design is no exception. Both User Experience (UX) and User Interface (UI) have been transformed by the advanced capabilities AI offers. In this blog, we will explore how AI is influencing UX and UI design and how we can leverage its benefits to create successful user experiences.

 

 

 

 

The Importance of UX/UI Design

UX and UI design are two crucial fields in digital design that work together to create successful and enjoyable products for users. While UX design focuses on the overall user experience, aiming to improve accessibility, satisfaction, and usability, UI design emphasizes the appearance and presentation of the product, ensuring it is visually appealing and coherent.

The importance of working on both lies in how they connect users with the product. Good UX design ensures that users can interact efficiently, facilitating navigation. Meanwhile, good UI design enhances the product’s aesthetics and user interaction, making the experience more enjoyable.

 

In the business world, a constant priority is to ensure customer satisfaction. In design, this responsibility is equally fundamental, especially in e-commerce and digital platforms that are frequently used. This turns the audience into vast amounts of data and expectations that designers must meet.

This is where Artificial Intelligence profoundly transforms both fields of digital design. By analyzing large volumes of data and learning from user behavior patterns, AI offers powerful tools that enable designers to create more personalized, efficient, and attractive experiences and interfaces. Next, we will explore the main benefits of AI in UX and UI design.

 

Benefits of AI in UX/UI Design

 

 

 

Personalization: Unique Experiences and Interfaces for Each User

AI can analyze large amounts of data to uniquely tailor the experience and interface. Algorithms enable applications and websites to automatically adapt to individual user preferences.

Platforms like Spotify adjust the user interface to highlight daily recommendations and personalized playlists based on the user’s listening history.

 

 

 

 

 

Design Automation: Efficiency and Creativity in UX and UI

AI-powered design tools allow designers to create more engaging and user-friendly content. Automation helps generate user flows and information architectures based on best practices and data, saving designers significant time.

Tools like Adobe XD with AI offer recommendations in wireframes and prototypes, while Figma uses AI to suggest design components and alignments, facilitating faster and more precise iterations.

 

 

 

 

Predictive Analysis: Anticipating Needs and Improving Decision-Making

AI’s ability to predict user behavior is invaluable for designers. AI can efficiently process large amounts of user data, providing valuable insights into user behavior and preferences.

For example, e-commerce platforms like Amazon can predict which products a user is more likely to buy, adjusting navigation and offers accordingly.

 

 

 

 

 

Continuous Evaluation: Instant Feedback

Usability testing and visual effectiveness evaluation enhance the success of a design. AI can track performance and adjust the design, ensuring that user experiences are always optimized.

An AI-powered visual study, such as the virtual eye-tracking provided by Tobii Pro, analyzes how users interact with the interface. This helps identify problem areas and optimize visual design.

 

 

 

 

Conversational Interaction: Virtual Assistants and Chatbots

Chatbots and virtual assistants are a clear example of how AI improves user interaction, facilitates communication, and provides real-time information.

Siri and Alexa are examples of AI that, by providing quick and relevant responses, enhance the user experience and interaction with their environment.

 

 

 

 

 

 

Accessibility: Inclusive Design

AI tools can suggest improvements to make websites and applications more accessible, helping to create more inclusive products.

For example, Microsoft’s AI for Accessibility generates alternative descriptions for images and adjusts color contrast for users with visual impairments, enhancing interaction for all disabilities.

 

 

 

 

 

User Profiles: Emotion Analysis

AI can help create detailed user profiles to personalize the experience, analyzing emotions and needs to create interfaces that better resonate with users.

Adobe Sensei uses AI to analyze and optimize visual design, recommending the use of certain colors or font styles that evoke the desired emotions to deeply connect with users, increasing both satisfaction and engagement.

 

 

 

 

 

5 AI Tools for UX/UI Design

 

Now that you know the benefits AI offers, it’s time to integrate it into your CRM. Follow these simple steps to effectively adapt your company:

 

Uizard: Converts sketches and wireframes into interactive prototypes using AI. This tool is ideal for quickly creating prototypes and gathering user feedback.

 

 

Galileo AI: Automates design elements and visual content. Quickly creates prototypes, interfaces, and graphics, and can generate HTML and CSS code to implement the prototypes, facilitating the development process.

 

 

Synthetic Users: Builds synthetic users that simulate real user behavior in various situations. This makes it easier to test products and platforms in different scenarios.

 

 

Fronty: Automatically transforms design images into HTML and CSS code, enabling agile website creation and editing without coding. Quickly converts visual mockups into functional websites.

 

 

Adobe Firefly: Edits and creates images and graphics with greater detail than other AIs. Its advanced algorithms suggest elements that align with the project’s needs.

 

 

 

AI positively influences UX and UI design, from personalization and automation to predictive analysis and design optimization. It offers powerful tools that facilitate the creation of more intuitive, attractive, and user-centered experiences and interfaces. Additionally, it helps designers focus more on creativity and less on repetitive tasks.

 

At Isource Marketing, we firmly believe that businesses should take the latest trends to make their marketing actions more effective and boost their processes. Please, feel free to contact us for advice or quotes on marketing solutions, and take the bold step to enhance your B2B/B2C strategies with us.

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Step into Evolution: Enhance Your CRM with AI

Step into Evolution: Enhance Your CRM with AI

 

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Enhance your CRM with AI

In the world of digital marketing, success increasingly depends on deeply understanding customer needs and behaviors. This is where CRM (Customer Relationship Management) is essential for building and maintaining strong relationships. However, we often take its functionality for granted and overlook the opportunities to optimize data usage more intelligently by integrating smart technologies. In this blog, we’ll show you how your CRM can evolve and improve its results with Artificial Intelligence

 

 

 

 

 

Customer Relationship Management (CRM) is the main source of data and strategies that achieve more organic marketing to drive the growth of every business. This, in turn, allows companies to offer a personalized experience, improve customer retention and loyalty by analyzing interactions and user data throughout their lifecycle.

 

Even so, with the massive amount of data generated daily, managing a CRM can be an overwhelming task. Traditional strategies, technologies, and practices can become overloaded, leading to less relevant results or a lack of prioritization of customer needs.

 

 

 

 

Advanced Analytics: AI can capture large volumes of CRM data to identify patterns and trends, enabling companies to make more informed decisions.

For example, Salesforce has created Einstein, an AI that uses advanced algorithms to analyze customer data and offer relevant solutions.

 

 

 

Task Automation: Automates complex tasks, such as customer segmentation and campaign personalization, improving efficiency and reducing response time.

An ideal AI for improving operational efficiency is UiPath. This tool provides solutions that optimize repetitive administrative tasks, such as data entry and inventory management.

 

 

 

Behavior Prediction: Using advanced algorithms, AI can predict future customer behavior and needs. This helps companies anticipate and offer more relevant solutions.

For this, there are CRM platforms that already integrate their own AI to maximize their tool’s potential. An example is Freddy AI, the AI tool from Freshworks, designed to accompany the customer journey at each stage and provide business and user-adapted recommendations.

 

 

Improving Customer Experience: AI-powered chatbots and virtual assistants can offer faster and more efficient customer service, enhancing the overall user experience.

 

For this, you can use Zendesk, a platform that uses AI to improve customer service, offering automatic and efficient responses to common queries and directing requests to the sales team in real-time.

 

 

 

 

Now that you know the benefits AI offers, it’s time to integrate it into your CRM. Follow these simple steps to effectively adapt your company:

1. Evaluate Needs

Identify the specific challenges you want to address with AI, such as improving lead generation, customer service, or sales projections.

 

2. Choose the Right AI Tools

Select the AI tool that suits your needs or a CRM platform that is already AI-powered. You can now evaluate various AI solutions to customize your CRM and adapt it to what benefits you the most.

 

3. Organize Your Information

The accuracy of the results provided by AI depends on how you deliver your information and the quality of your databases. Without an adequate structure, AI cannot guarantee good execution

 

4. Adapt Your Platform to AI

Work with your IT team or your CRM provider to seamlessly integrate AI tools into your company’s system. You can also opt to acquire CRM software with built-in AI.

 

5. Prepare Your Team

Train your organization on using these AI tools so they can adapt them to their reports and, in turn, be the ones providing data to the AI.

 

6. Continuous Monitoring and Optimization

AI models are constantly improving. Monitor changes, updates, and new versions of AI and CRM platforms that optimize the results you seek.

 

 

We already know the great improvement opportunities that AI platforms offer for CRM and the ways to incorporate it for better customer personalization. However, we must not forget that it is an emerging technology and can make some errors that we must take into account:

 

Biased Data: The algorithm can produce inaccurate results if the data is biased or incomplete.

 

Lower Human Affinity: Responses can fail in interaction with customers and negatively impact their experiences.

Cybersecurity Risks: With AI tools, there is a risk of data breaches or cyberattacks, so it is important to handle it with caution.

 

 

CRM is essential for marketing success, as it allows companies to better understand their customers and offer a more personalized experience. When the power of CRM is combined with the capabilities of AI, companies can further optimize their marketing strategies and evolve their results to be more efficient, proactive, and with greater customer satisfaction and loyalty.

 

At Isource Marketing, we firmly believe that businesses should take the latest trends to make their marketing actions more effective and boost their processes. Please, feel free to contact us for advice or quotes on marketing solutions, and take the bold step to enhance your B2B/B2C strategies with us.

MORE ENTRIES

The evolution of content in the Customer Journey: From a linear funnel to a digital path

Comprehensive Guide: Advanced Inbound Marketing Strategies for the Technology Sector

Sales Funnel for Tech Companies: How to Capture Leads and Accelerate Your B2B Sales

What Digital Advertising Will Bring in 2025: Trends and Tools You Need to Know

Marketing in the Quantum Era: What to Expect and How to Prepare for the Future

The Secrets of LinkedIn’s Algorithm: Foolproof Tricks for Your Strategy

Beyond Cookies: Innovating Digital Marketing Measurements with AI

Complete Guide to a Customer Experience-Based GTM Strategy