Meaning ● Cognitive User Journey, within an SMB context, represents a deep understanding of how a customer’s thoughts, emotions, and decisions influence their interactions with a business. ● It acknowledges that customers aren’t just following a linear path but are actively processing information, forming perceptions, and making judgments at each touchpoint. ● Implementing automation effectively requires aligning automated systems with these cognitive processes to improve user experience and drive conversions for SMB growth.
