The way we search for new information is evolving. How many times have you turned to ChatGPT to search for something to dodge the ad-filled and indirect answers on Google?
AI tools like ChatGPT or Gemini are becoming the go-to source for answering quick questions, problem-solving, and even discovering new brands. Customers expect those tools to provide clear, concise, and relevant answers that help them understand your product, service, or industry. This aligns with the evolving customer experience—customers expect a seamless, intuitive experience at every touchpoint, from searching for information to interacting with your service.
For businesses, this isn’t just an opportunity—it’s a responsibility. You need to ensure AI speaks about your brand, and does so accurately and effectively, while improving the customer experience.
The way we search for new information is evolving. Unlike traditional search engines, which focus on ranking pages, AI search tools are designed to understand questions, interpret intent, and deliver precise answers. As businesses and users adapt to this shift, understanding the differences between these two approaches can help unlock new opportunities for finding and sharing information effectively, which can directly improve the customer experience across touchpoints.
At Viral CX, we’ve embraced this shift. Not only do we optimize our own content to ensure AI understands and communicates our value, but we also empower businesses with tools to do the same. The foundation of this effort? A deep understanding of your customer journey, their pains, and their needs.
Here’s how we do it—and how you can too.
The way we search for information has evolved dramatically over the years. While traditional search engines have been our go-to for finding answers, AI-powered tools are offering a more dynamic and personalized experience.
But how exactly do these two approaches differ, and what does it mean for businesses trying to stay visible? Let's talk about it.
1. Search Functionality:
To enhance customer experience already from the first interaction, aim to provide quick, accurate, and concise answers. For instance, if a customer searches for “Gluten-free restaurants in Helsinki,” ensure your website directly provides this information. This helps improve visibility on both AI and Google searches, driving better engagement.
By understanding these differences, businesses can tailor their content for both approaches. Ensuring visibility and relevance across traditional and AI-driven search methods is key to staying ahead in the competition and providing your customers with the best experience throughout their buying journey.
By 2025, it's estimated that 30% of all search queries will be done on AI-powered tools. This shift signals a growing demand for content that is not only accurate, engaging, but AI-friendly.
AI-driven searches prioritize relevance, clarity, and authority. Studies show that 75% of users are more likely to engage with content that provides quick, accurate responses to their queries. The implications for businesses are clear: content needs to be AI-ready to stay competitive.
For example, when users ask questions like:
• “How do I improve customer experience?”
• “What are measurable goals for customer journeys?”
AI scans massive amounts of content to find the best, most structured answers. If your content isn’t optimized for these searches, even the most well-written pieces of content may never reach your audience.
So, how do you make sure your content is AI-friendly? Pay attention to these 3 elements:
Specificity: Content that directly answers a user’s query, with clear and straightforward information.
Structure: Clear headings, bullet points, and summaries are a must. Break down your information into digestible chunks with headers, lists, or FAQs.
Authority: Backed by data, examples, and a deep understanding of customer needs. AI search tools look for content that feels trusted and insightful. Offer your readers things like case studies, statistics, or expert quotes.
But here’s the kicker: The better you understand your customers’ journey and pain points, the easier it is to create content that resonates with both AI and your audience. After all, content should speak directly to your customers to provide the most relevant answers.
How We Do It:
At Viral CX, everything begins with customer journey mapping. Our tools identify key touchpoints where customers interact with us, highlighting their pains and needs. This informs our content strategy, ensuring we address real questions like:
“How to measure customer experience effectively?”
“What is customer journey mapping?”
How You Can Do It:
Map your journey: Use tools like Viral CX to visualize your customer journey, pinpointing where customers face challenges or ask questions.
Identify high-impact queries: What questions are your customers asking at each stage? For example:
During the evaluation stage: “What are the benefits of your product?”
During the transaction stage: “How easy is your onboarding process?”
Create content that solves problems: Address these queries directly with clear, actionable content.
Example for AI-Optimized Content:
| CUSTOMER JOURNEY STAGE | CUSTOMER NEED | IDEA |
| Discovery | Understand your product quickly | “Top 5 Features of [Your Product]” |
| Evaluation | Compare solutions | “How Our Product Stands Out in [Industry]” |
| Transaction | Simplify onboarding | “Step-by-Step Onboarding Guide” |
How We Do It:
Our platform pinpoints customer pain points at every touchpoint. For instance, if users frequently abandon purchases due to a complicated checkout process, we create content like “How to simplify the checkout experience for customers.”
When you identify and address their customer’s pain points in your content, you can improve the overall experience at each stage of the journey.
How You Can Do It:
Gather feedback: Use surveys, reviews, and tools like Viral CX to understand customer frustrations.
Create pain-solving content: Turn common complaints into actionable resources. Example: If onboarding feels overwhelming, write “A Beginner’s Guide to Getting Started with [Your Product].”
Teach AI the context: Use this content to educate AI about your product’s strengths and solutions.
How We Do It:
Our content follows a simple structure that works for both humans and AI:
Headings: Clearly labeled sections (like this one!).
Bullet Points and Lists: Easy-to-digest key points.
Data and Examples: Real-world insights to support claims.
How You Can Do It:
Break down your content: Use headers for major sections, bullet points for details, and summaries for quick overviews.
Add structured elements: Include FAQs, tables, or checklists.
1. Introduction
2. Key Question (e.g., “How to improve CX?”)
3. Step-by-Step Answer (bullet points, visuals)
4. Data or Case Study
5. Summary
How We Do It:
We integrate OKRs (Objectives and Key Results) into our strategy, ensuring every piece of content has a purpose. For example:
Objective: Drive awareness about Viral CX’s journey mapping.
Key Result: Publish content that ranks for “customer journey mapping tools” within 3 months.
How You Can Do It:
Set content goals: Align your content with specific business objectives, such as increasing conversions or reducing bounce rates.
Measure performance: Use AI tools to track metrics like visibility, engagement, and search ranking.
Iterate: Refine underperforming content to better address user queries.
How We Do It:
We ensure AI understands Viral CX by embedding context in every piece of content. For example:
Blogs that describe our platform’s features, like “How Viral CX simplifies customer journey mapping.”
FAQs that highlight our unique value propositions.
How You Can Do It:
Educate through content: Clearly articulate what your product does, who it’s for, and the problems it solves.
Be consistent: Use clear, repetitive language to reinforce your message.
Regularly update: Refresh content to reflect product updates or shifting customer needs.
Example for AI Search Optimization:
| CONTENT TYPE | KEY FEATURES FOR AI | EXAMPLE |
| Blog Post | Structured headings, specific questions | “How to Build a CX Strategy” |
| FAQ | Short, direct answers | “What makes our tool unique?” |
| Case Study | Data-backed results | “How [Customer] Improved CX with Our Platform” |
The foundation of AI-friendly content lies in understanding your customers’ journeys, pain points, and needs. The better you know them, the better your content will serve both your audience and AI tools like OpenAI’s search.
At Viral CX, we help businesses teach AI to understand their unique value. From mapping customer journeys to identifying measurable goals, our platform ensures your content aligns with customer expectations and AI trends, leading to more consistent customer experiences across all touchpoints.
Ready to make your content smarter, more engaging, and AI-ready? Start with Viral CX. Let us help you understand your customers, refine your strategies, and create content that both humans and AI love.