AI-Driven Personalisation: How to Craft Customer Journeys That Convert

What Is AI Personalisation (Really)?

The answer: AI-powered personalization.

It’s not just a buzzword. It’s a smart strategy that blends tech with empathy to guide each customer on a journey that feels tailored, thoughtful, and human.

And when done right? It builds connection—and conversion.

At its core, AI personalisation uses real-time data and machine learning to deliver the right message, to the right person, at the right time.

Think:

• Product recommendations based on past behavior

• Email flows triggered by user actions

• Content that adapts based on interests

• Ads that “speak” directly to someone’s problem

This is the kind of experience that makes people feel seen, valued, and understood.
That’s what builds brand loyalty.

Why Small Businesses Should Embrace AI Personalisation

You might think it’s only for big brands like Netflix or Amazon. But the beauty of today’s tools is—you can tap into this too.

✅ No need for a massive CRM team
✅ Tools are affordable and beginner-friendly
✅ Set it up once, and let it work in the background

It’s like having a marketing assistant who never sleeps.

How to Build a Customer Journey with AI Personalisation

Let’s break this down into 4 smart steps:

Step 1: Map Your Customer Journey

Start with empathy.
Where do people discover you? What do they need at each step—from first click to purchase?

Map out stages like:

• Awareness

• Consideration

• Decision

• Loyalty

🎯 Pro Tip: Use free tools like Miro or Funnelytics to visualise your journey.

Step 2: Collect the Right Data (Without Being Creepy)

Track key touchpoints like:

• Email opens

• Click-throughs

• Product page visits

• Abandoned carts

• Social engagement

Use tools like Google Analytics, ActiveCampaign, Klaviyo, or ConvertKit to gather this data ethically and responsibly.

💡 Soo May’s Tip: Always ask, “What would I want as a customer?” Respect builds trust.

Step 3: Personalise the Touchpoints

Now, get creative!
Set up flows that respond to real behaviour, such as:

• Sending a follow-up email with content based on what someone clicked

• Offering a discount to someone who viewed your product but didn’t purchase

• Welcoming new leads with a curated email journey

Tools to explore:

• ActiveCampaign (robust & great for segmentation)

• MailerLite (simple + budget-friendly)

• Manychat (great for AI chat journeys)

Step 4: Test, Learn, Optimise

Personalisation is never set-it-and-forget-it. Use AI tools to:

• A/B test subject lines or call-to-actions

• Monitor open and click rates

• Adjust journeys based on real-time insights

Over time, your funnel becomes smarter—and so do your results.

Real Talk: Personalisation Isn’t Just Smart Marketing. It’s Human-Centred.

At the heart of every conversion is connection.

People don’t buy because you’re clever with automation. They buy because you make them feel like the centre of the story.

And that’s where your uniqueness shines. Let AI do the heavy lifting, so you can do what you do best: show up, connect, and inspire.