Customer Journey

The customer journey is the full path a buyer takes from first hearing about you to handing over money. Every search, every comparison, every "is this right for me" moment is a touchpoint on that path.

For years you could see most of it. Ads, landing pages, email opens, demo requests — all tracked. That's changing fast. More of the journey now happens inside a conversation with an assistant, where the buyer asks, compares, and decides without ever touching your site.

Why it matters for the ChatGPT funnel

When the journey moves into ChatGPT or Claude, the early steps go dark. The buyer researches, shortlists, and forms intent in a chat you can't measure. By the time they reach you — if they reach you — most of the deciding is already done.

This is the dark funnel problem. You're getting mentioned in answers but not getting picked, and you can't see where the journey breaks. The touchpoint that used to be a landing page is now a single line in someone's chat.

How drio fits

drio puts a touchpoint where the buyer already is — inside the answer. When the assistant surfaces you at the moment of intent, a drio app gets picked, qualifies the buyer, and books the meeting right there in the chat. You don't recover the whole invisible journey, but you capture the one moment that turns it into pipeline.