From Journeys to Systems: Rethinking Customer Experience with Knowledge Graphs

Customer journey mapping has become a staple in experience design, but its linear structure and static nature are struggling to keep up with the complexity of modern service ecosystems. This talk introduces an alternative approach—modeling journeys as dynamic, step-centric knowledge graphs.

Instead of capturing experiences in flat, sequential diagrams, we treat each step as a node in a live system. These nodes connect to entities (users, systems, documents), link to metrics (wait times, conversion rates), and reflect rules, dependencies, and responsibilities. The result is a multidimensional structure that supports live insights, cross-journey reasoning, and deeper optimization strategies.

Speaker: Ricardo Martins

Resources:
Get Started with Aura – https://bit.ly/3LOLrjh
Deployment Center – https://bit.ly/4jOelM3
Ground AI Systems and Agents with Neo4j – https://bit.ly/4oVsnyb

#nodes2025 #neo4j #graphdatabase #graphrag #knowledgegraph