Clarity across the funnel. No complexity required

Customer Journeys address the lack of visibility into progress toward key goals by letting marketers define the journey’s stages and the specific conversion events or actions between them. Marketers then see distilled funnels—rather than every click—with clearly visualized drop-offs between stages. This clarity validates strategy and pinpoints where to focus optimizations for the greatest impact.

Use the Journey Builder to define stages that represent the minimum steps to a goal. Each step can be a simple action (e.g., form submission) or a complex, multi-condition rule (e.g., clicking a link in the most recent email) using the familiar condition rule builder from contact groups and automations. 

A typical journey maps the essential steps to the goal: Newsletter sign-up → Opens promotional email → Clicks landing-page with a form CTA → Submits form  

Each step is configured in Journey Builder with conditions; Xperience by Kentico evaluates customer data and visualizes counts and drop-offs to target improvements. 

AIRA adds context-aware insights. It “sees” the current journey’s steps, statistics, and related contact groups, suggests prompts, and recommends tactical and strategic changes in the in-product guidance chat. Its chat history preserves insights so teams can revisit them after updates or new customer activity. 

Journeys highlight bottlenecks between stages, e.g., an outsized drop between email sign-up and link click. Marketers review counts per step, conversion rates between steps, and visual drop-off trends to pinpoint weak links, then prioritize fixes such as stronger CTAs, better copy, or channel adjustments to raise completion.