United States

Today, PR teams aren’t just tracking media coverage and share of voice. They’re also measuring how their brand shows up in AI-generated answers, search summaries, and large language models (LLMs). This new LLM visibility layer is quickly becoming a critical part of PR performance.

15 Must-Have PR KPIs and How to Track Them

Influencer marketing is evolving, and so is the way brands measure success. That’s why Meltwater is proud to announce a new partnership with YouTube, integrating YouTube’s Creator Partnerships API directly into our Influencer Marketing platform.

Introducing Verified YouTube Data in Meltwater Influencer Marketing

See how one platform can power every decision across PR, communications, and marketing.

The Meltwater Blog

Blog Topics: Generative Engine Optimization, Media Intelligence, Media Relations, Social Listening, Consumer Intelligence, Influencer Marketing

Find out how you can leverage Facebook to boost your brand's online presence and gain a competitive edge. Explore the Meltwater category page today!

Facebook Blog | Meltwater

Find out how you can leverage Instagram to boost your brand's visual appeal and gain a competitive edge. Explore our category page today!

Instagram Blog | Meltwater

Find out how you can leverage LinkedIN to grow your professional network and gain a competitive edge. Explore the Meltwater category page today!

LinkedIn Blog | Meltwater

Find out how you can leverage TikTok to elevate your brand with creative content and gain a competitive edge. Explore the Meltwater category page today!

TikTok Blog | Meltwater

Find out how you can leverage X / Twitter to engage your audience effectively and gain a competitive edge. Explore the Meltwater category page today!

X / Twitter Blog | Meltwater

Find out how you can leverage YouTube to create engaging video content and gain a competitive edge. Explore the Meltwater category page today!

YouTube Blog | Meltwater

Every day billions of conversations take place on social media: tweets, posts, comments, blogs, reviews, podcasts, and much more.
Learn how to use social listening to make sense of all of that data.

On our social listening category page, you find all our blogs covering topics around social listening and social media monitoring. Read more.

Social Listening Blogs | Category

Business Reputation Management: What does it take to add reputation management to your marketing strategy? More importantly, how do you keep your reputation sparkly and shiny? Here’s your all-access guide to online reputation management for the long term.

On our reputation management category page, you find all our blogs covering topics around business reputation management. Read more.

Reputation Management Blogs | Category

From your brand's logo to your website, your social media presence to your customer support—these elements combined are what constitutes a brand in the minds of customers. But, there are thousands of other businesses that have a logo, website, social media presence, and website. So, how can you position your business on the market and make it stand out from the competition?
The key to success is branding & brand management!

On our brand management category page, you find all our blogs covering topics around brand management. Build your strategy and reach your goals!

Brand Management Blogs | Category

Competitive intelligence and the act of collecting competitive data can be seen as growth drivers for a company. Our guide will help you understand the concept of competitive intelligence (CI) by answering questions such as: What is the definition of competitive intelligence? How is competitive intelligence useful to organizations? What is the goal of competitive intelligence? And more.

On our competitive intelligence category page, you find all our blogs covering topics around competitive intelligence. Learn how to stay ahead.

Competitive Intelligence Blogs | Category

Let’s dive into the customer journey framework and how to optimize the process by creating a customer journey map and using metrics that matter when analyzing the customer journey.

On our customer journey category page, you find all our blogs covering topics around mapping and understanding the customer journey.

Customer Journey Blogs | Category

What Is Data Analytics? [Beginner’s Guide 2023]
How can I grow my business? 
How do customers interact with my newly launched product?
How do I increase the productivity of my employees?
How do I know if my marketing efforts are working?
We have just two words for you...Data analytics!

On our data analytics category page, you find all our blogs covering topics around AI and data analytics. Technical and still easy to understand.

AI & Data Analytics Blogs | Category

Public relations and media relations can add impact to any marketing strategy. It’s an opportunity for brands to grow their reach beyond traditional sales messages. PR helps to shape the image you want people to have of your brand.
So, what is PR and how do you use it? This guide shows you everything you need to know to build a strong public relations foundation.

On our public relations (PR) category page, you find all our blogs covering public relations and communications topics. Step up your PR game.

Public Relations (PR) Blogs | Category

We all know exactly what the roles of sales or accounting are in a company, right? We might even have a slight idea of what the IT guys are doing.
But there is another business discipline, that plays a crucial role in organizations, even more so during the pandemic – internal communications!
But what exactly do we mean by that, what purpose does it serve and what steps can you take to ensure you and your employees will communicate effectively?

On our internal communications category page, you find all our blogs about internal comms topics. Learn about the intranet, internal newsletters, and more.

Internal Communications Blogs | Category

As the internet has taken root in more areas of our lives — everything from entertainment to shopping to paying bills and more — traditional marketing is becoming less impactful. As any marketer knows, you need to focus on where your audience is if you want to reach them. Since the average person spends about seven hours a day online, it’s no surprise that content has maintained its hold on marketers.

Here's a closer look at what content marketing is and why it matters more than ever in our digital-first economy.

On our content marketing category page, you find blogs about content marketing topics. Learn about strategies, KPIs, tips, and more. Make your content king!

Content Marketing Blogs | Category

The rise of the influencer marketing space – today a $10 billion industry, growing 50% per year – is one of the clearest examples of how social media is transforming traditional marketing. These days having a business website, presence on social, PR coverage, and your own content isn’t enough to compete.
We'll dive into the intricacies of influencer marketing to help ensure that you're equipped with the insights needed to be successful in this space.

On our influencer marketing category page, you find blogs about influencer marketing topics. Build your strategy, find influencers, and measure results.

Influencer Marketing Blogs | Category

Have you just launched a new product or service that you want to get the word out about? Maybe you want to share with consumers why it is awesome and how it is so much better than the one your competitors offer.

Well, then, there is one thing you can't do without...Marketing!

On our marketing category page, you find blogs about marketing topics. Learn about all the different angles and types of marketing and improve your results.

Marketing Blogs | Category

In this guide, we want to give you a peek into the definition of social media management, the daily schedule of a social media manager, social media platforms to promote your business, and the do’s & don’ts of social media management.
Are you ready to begin the journey of becoming a social media superstar?

On our social media management category page, you find blogs about social media management topics. Build and manage your online community.

Social Media Management Blogs | Category

Building a following and using social media platforms to reach a wider audience requires a well-planned social media marketing strategy. In this guide, we’ll be looking at why social media marketing is so essential and how you can make it work for your business.

On our social media marketing category page, you find blogs about social media marketing topics. Learn how to get the highest paid social ROI!

Social Media Marketing Blogs | Category

In the fast-evolving realm of digital marketing and public relations, utilizing the right tools is crucial for success. Our interdisciplinary category showcases all the pertinent tools for digital marketing & PR. These tools help in enhancing your online presence and effectively reaching target groups, whether through reputation management, influencer marketing, or social media management.

On our digital marketing and PR tools category page, you find all our blogs covering topics around mapping and understanding the customer journey.

Digital Marketing & PR Tools Blogs | Category

Generative Engine Optimization (GEO) is transforming how brands show up in AI-powered search. Explore insights, strategies, and best practices to help your content rank and resonate across conversational engines like ChatGPT, Gemini, and Copilot.

Explore insights and strategies for Generative Engine Optimization (GEO) to help your brand stay visible and discoverable in AI-powered search.

Generative Engine Optimization (GEO) Blog Collection | Meltwater

More than 50% of adults are now using LLMs like ChatGPT, Claude, and Gemini on a regular basis. LLMs have quickly become the new frontier of SEO, a practice now dubbed generative engine optimization, or GEO. 

Where brands once clamored to be on the front page of Google results, they’re now competing for visibility in LLM recommendations. The ones that understand the nuances of GEO strategies stand the best chance of showing up in the right context and at the right times.

Let’s explore the GEO strategies that actually work to drive LLM visibility and how to apply them in your content strategy.

What Is Generative Engine Optimization (GEO)?

What GEO Strategies Can Improve LLM Visibility?

What Steps Can You Take to Operationalize GEO?

How Does Meltwater Help Brands Improve LLM Visibility?

What Mistakes Should You Avoid When Shifting from SEO to GEO?

Evaluate Your GEO Readiness with Meltwater

Generative engine optimization is the practice of optimizing content so that AI engines like ChatGPT and Google Gemini can surface it in their responses. Instead of focusing on traditional SEO ranking signals, like keywords and backlinks, GEO aims to make your content more likely to be surfaced in relevant AI-powered queries.

For example, this is what appeared when we asked ChatGPT about our GenAI Lens:

Clear language and consistent content about a topic gives AI engines the “full picture” so they can decide how to represent you in responses.

GEO doesn’t follow a “ranking” system. Instead, it naturally inserts businesses and brands in its responses. It might cite a source by name or include a link to content within the response, for example. 

Writing content with GEO in mind means creating concise explanations, direct answers to questions, and a logical structure so AI can understand your content. This practice complements SEO, giving brands a complete approach to online visibility.

GEO is still relatively new (especially compared to SEO), but brands are already feeling the weight of being left out of AI-driven conversations. Improving LLM visibility is a core goal of many companies, underscored by the fact that AI-sourced traffic increased 527% between January and May 2025 alone.

These GEO strategies can help improve LLM visibility by ensuring structured, authoritative content. Use them to position your brand as a source AI models can trust:

Strengthen authority with verified data and brand mentions

Optimize technical foundations and markup

Generative engines favor content that is easy to parse, segment, and summarize. This means:

Organizing information into clear sections

Pulling key content into short, explanatory blocks

Content that mirrors how users ask questions performs especially well. 

Meltwater’s media intelligence reports synthesize structured summaries. Applying this same practice to your own content helps you package information in a format that generative engines pay attention to.

Generative engines use authority as a signal when deciding which sources to trust. They lean toward content that uses verified data and third-party sources. Consistent brand mentions about a topic makes AI more likely to surface that content.

Meltwater’s social listening capabilities help brands identify where they’re already being mentioned or referenced online. These insights help to reinforce high-performing narratives and offer proof of authority signals.

Technical clarity plays a role in how generative engines interpret content. They don’t “read” content like humans; instead, they skim schema, FAQs, definitions, and metadata to understand what your content is about and how the various elements relate to one another.

Brands should treat content as a human and machine-readable asset. Clearly label your expertise. Include definitions, use cases, and explanations so AI can easily summarize who you are and what you do. Structure removes guesswork. 

Like SEO, GEO comes with measurement frameworks. Brands should look not only at traffic but also presence within AI-generated responses. Key performance indicators include:

Meltwater’s GenAI Lens tracks how and where brands appear across multiple AI models. This tracking offers visibility into how generative systems reference a brand and its content. 

Teams can use this data to refine messaging, correct errors, adjust structure, add depth, and improve authority signals.

AI in marketing is growing and becoming harder to ignore. Your next priority should be to operationalize GEO, shifting your perspective from a nice-to-have into a daily practice and natural part of your workflow.

✅ Step 1: Audit existing visibility across AI and search ecosystems

Start by understanding how your brand currently appears in traditional search and AI-generated responses. This includes identifying whether AI engines are referencing your content. 

An effective audit looks beyond rankings to assess how your citations appear and whether they consistently align with your brand. Establishing this baseline clarifies where your brand already has traction and where gaps exist.

Tip: Learn more about LLM metrics and tracking LLM visibility

✅ Step 2: Prioritize content that supports brand narratives

Not all content carries equal value in your strategy. Focus first on pages, articles, and other assets that clearly communicate your core expertise. Things like thought leadership and value props are most likely to appear in AI-generated responses when users ask high-intent or explanatory questions.

✅ Step 3: Embed proprietary insights as differentiators

Generative engines favor content that adds original value rather than repeating widely available information. Use proprietary data and unique frameworks in your content to create differentiation. 

These signals increase the likelihood that AI systems recognize your content as a primary source rather than a derivative one.

✅ Step 4: Enrich pages with structured data and LLM-friendly design

Intentional content design matters in GEO. Instead of slapping words on a page, take time to “design” the content so humans and machines can read and understand it.

Every page becomes a modular knowledge asset that AI engines can easily summarize or reference.

✅ Step 5: Monitor, learn, and adapt GEO tactics using real-time data 

GEO is not a one-time optimization. Just like SEO, GEO benefits from continuous feedback loops as user behaviors and queries evolve. Real-time monitoring with Meltwater allows teams to see which content AI engines reference, how these engines frame brand narratives, and where teams need to adjust.

Meltwater’s GenAI Lens, especially when used in tandem with AI-powered social listening, provides clear insight into how AI engines are representing brands and where the information comes from. 

Think of it as a neural network for brand visibility, showing you how all the dots connect. Brands can use these insights to inform content creation decisions, decide how to build or boost authority, or understand how simple errors could be killing your leads or sales. 

Seeing how you show up in different AI models is the start of a continuous feedback loop, ensuring you’re visible in AI engines and that they’re accurately representing you.

Adding GEO to the SEO puzzle is still new territory for many brands and businesses. Playbooks are being written and rewritten frequently. Mistakes are often part of the learning curve, but there are a few that are easily avoidable:

Ignoring technical infrastructure and schema

GEO is not SEO with new terminology. While GEO builds on SEO fundamentals, brands should treat it as a separate practice. Generative engines prioritize clarity, authority, depth, and contextual understanding over page position. GEO might look like an SEO cosmetic update, but the risk is producing content that ranks well but fails to earn placement in generated responses.

Even with high quality content, your message might not land in the right ways without a strong technical foundation. Generative engines rely on structured data and consistent metadata. These elements spell out your content’s meaning and allow AI systems to identify why your content matters.

Generative engines place significant weight on trust signals. Content that lacks verifiable data and consistent brand presence is less likely to appear in AI citations. This could mean missing opportunities to reinforce your expertise or connecting with high intent users, which opens the doors for competing sources to gain an edge.

Traditional search engines like Google have a fair number of updates, but AI systems evolve even faster. Models update and training data shifts. Failing to monitor these changes can leave GEO strategies outdated or misaligned. Constant observation is key in ensuring your content remains accurate, relevant, and visible.

Applying GEO strategies to your content process is no longer optional. AI recommendations have the power to support or derail your brand’s reputation, and measuring your presence is the only true way to know which one it is.

Click here to discover how Meltwater’s GenAI Lens and media intelligence tools help marketing and insights teams turn GEO strategies into measurable, AI-driven brand visibility.

What are the key factors businesses should consider when optimizing content geostrategically for local and global audiences?

Businesses should balance global brand consistency with local relevance. This includes aligning core messaging while adapting language, terminology, cultural references, regulations, and search intent by region. Content should reflect local context through examples, data, and phrasing without fragmenting brand authority. 

How does integrating AI-driven tools enhance GEO optimization strategies for businesses aiming to boost regional performance?

AI integrations help businesses identify how content performs across AI-driven channels in real time. Teams can find gaps in visibility, sentiment, and narrative alignment. These tools analyze large volumes of data to find patterns that would be difficult to detect manually.

Effective GEO Strategies that Drive LLM Visibility

This guide walks through what GEO means for PR agencies. It’s your practical playbook for improving AI visibility for clients, measuring and reporting on Large Language Model (LLM) visibility, and scaling your GEO services with confidence. 

How do LLMs decide what to include, and how does this relate to PR agencies?

GEO Best Practices for PR Agencies (The Playbook)

LLM Visibility Measurement and Reporting for PR Agencies

What Are Common GEO Mistakes PR Agencies Should Avoid?

How Meltwater Can Help PR Agencies Scale Their GEO Services

Generative Engine Optimization means increasing the likelihood that a brand is included in AI-generated answers. For PR agencies, that definition is refreshingly straightforward. GEO is not about outfoxing search algorithms or stuffing keywords into pages, but about making sure AI systems understand who your client is, what they do, and why they matter, and then trust that information enough to reuse it when answering real questions from users.

This is where GEO differs from traditional SEO. SEO is designed to drive rankings and clicks, and its success is measured by traffic. By contrast, GEO is designed to influence AI-generated answers, and is measured by whether a brand is mentioned, described accurately, and sometimes cited as a source. In many AI experiences, there is no click-through at all. The answer is the user’s ultimate destination.

For PR agencies, this change raises the stakes, because AI search increasingly shapes first impressions. When a prospect asks an AI assistant to explain a category or recommend vendors, the AI’s response may be the only exposure that brand ever gets. If your client is absent, mischaracterized, or confused with a competitor, that narrative can quietly spread at scale. 

GEO is how PR teams protect and shape that moment of discovery.

Large language models reward a specific set of signals when deciding what to include in an answer. They favor trusted sources, meaning reputable outlets, well-known publications, and domains with a track record of accuracy. 

They favor clear structure, because information that is well organized with headings, concise explanations, and direct answers is easier to parse and reuse. They favor consistency across the web, because repeated patterns help models resolve ambiguity around names, products, and claims. They also favor verifiable facts, such as dates, statistics, definitions, and concrete descriptions that can be checked against multiple sources.

This is exactly where PR work shows up; earned media placements in credible publications reinforce authority. Consistent messaging across press releases, bylines, executive quotes, and owned content reinforces clarity. Fact-based storytelling gives AI systems something solid to work with. 

When PR agencies do their jobs well, they are already feeding the signals that LLMs rely on. GEO is about making that contribution intentional instead of accidental.

Build a Client “Entity & Narrative Kit”

Every GEO program should start with an entity and narrative kit for each client. This is the single source of truth that defines who the client is in machine-readable terms. It includes the official company name and any common variants that should be avoided, leadership names and titles, product names with short plain-language definitions, category descriptors that clearly state what the company is and who it is for, and approved proof points like launch dates, benchmarks, or key statistics. 

The purpose is simple; GEO depends on entity clarity and consistency. When AI systems encounter the same definitions and descriptors across earned and owned channels, they gain confidence in how to describe the brand.

Not all coverage carries the same weight in AI systems. GEO favors earned media from trusted sources, including tier-one publications, respected trade outlets, and credible niche publications that consistently cover the client’s category. For B2B brands in particular, depth and relevance matter more than sheer reach. 

AI systems summarize specifics better than hype. PR teams should pitch stories with concrete facts, clear explanations of what changed, and why it matters now. Over time, these placements become the backbone of a client’s AI-visible authority.

Create AI-Readable Owned Assets That Support PR

Earned media works best when it is reinforced by strong owned content. PR agencies should ensure that clients publish AI-readable assets that support accurate interpretation. This includes a clear “what we do” explainer page, up-to-date executive bios, product pages with definitions and use cases written in plain language, and a focused FAQ hub where each question is answered crisply in a short paragraph. 

These assets give AI systems stable reference material to fall back on when summarizing or cross-checking information.

Optimize Press Releases for GEO (Not Just Distribution)

Press releases remain a core input for AI systems. For GEO, structure matters more than volume. The first 75 words should clearly state who the announcement is about, what happened, and why it matters. Including a short key facts section with dates, products, availability, or customers gives AI something concrete to extract.

Verifiable data points strengthen credibility, and clear quote attribution helps models associate statements with the right executives or organizations. When written this way, press releases do more than announce news. They become reliable source documents for AI answers.

Write for “Unbranded Prompts,” Not Only Brand Terms

AI answers often begin with category-level questions rather than brand names. Prospects ask what tools exist for a problem, how a category works, or which options are best for a given use case. PR agencies should build campaigns around these unbranded prompts.

Thought leadership, contributed articles, and explainers that answer common category questions increase the likelihood that a client appears when AI generates those broader responses. Brand mentions then follow naturally.

GEO introduces a new kind of PR reporting. Instead of only tracking impressions, reach, or backlinks, agencies need to understand how clients appear inside AI systems. This starts with recurring GEO visibility audits. Agencies can ask major LLMs a defined set of branded and unbranded prompts and log which brands are mentioned, how they are described, and whether sources are cited. Over time, patterns emerge.

Dedicated tools like Meltwater’s GenAI Lens make this process scalable by tracking AI mention share of voice across prompt sets, monitoring citation presence, and surfacing narrative accuracy issues. Agencies can also assess competitive displacement, which reveals when competitors are recommended instead of the client.

It is important to note that LLM visibility scoring is still evolving. Results should be treated as directional rather than absolute. Even so, these insights give PR teams an early view into how AI is shaping perception and where narratives need correction.

One common mistake is treating GEO as keyword SEO in disguise, because that approach ignores the importance of authority and narrative consistency. Another is publishing vague claims without proof points. AI systems struggle to summarize and trust statements that lack specifics.

Inconsistent naming across press releases, bylines, spokespeople, and websites also creates confusion that weakens AI confidence. Finally, many teams still measure success only through impressions or backlinks while ignoring whether AI descriptions are accurate. GEO demands attention to narrative quality, not just visibility.

A strong GEO foundation includes a completed entity and narrative kit for each client, a target outlet list that prioritizes authoritative and credible sources, a press release template that emphasizes key facts and proof points, AI-readable owned source pages and FAQ hubs, and a defined prompt set that is audited on a regular cadence. When these elements are in place, GEO becomes a repeatable practice rather than a one-off experiment.

Entity & narrative kit created for each client

Target outlet list includes authoritative + niche credible sources

Press release template includes Key Facts + proof points

Client has AI-readable owned “source pages” + FAQ hub

Prompt set defined (branded + unbranded) and audited monthly

What does GEO mean for PR agencies specifically?

For PR agencies, GEO means influencing whether clients appear in AI-generated answers and how they are described. It shifts the goal from driving clicks to shaping summarized narratives. Agencies that manage authority, clarity, and consistency across earned and owned channels directly influence how AI systems present their clients.

How does GEO change the role of a PR agency?

GEO expands the PR agency’s role from media relations and reputation management into AI-era discovery. Agencies are no longer just pitching stories to journalists. They are also curating the inputs that AI systems rely on when explaining industries, recommending solutions, and framing brands.

Tip: Learn how Mira helps PR agencies pitch faster

How can agencies measure GEO performance for clients?

Agencies can measure GEO performance by running recurring visibility audits across major LLMs, tracking brand mentions, citations, and narrative accuracy for defined prompt sets. Tools like GenAI Lens automate this process and make trends visible over time.

How often should PR agencies run GEO visibility audits for their clients?

Most agencies benefit from monthly or quarterly GEO audits, depending on how fast the category moves. Regular monitoring helps teams spot inaccuracies early and understand whether recent PR efforts are influencing AI narratives.

What tools can PR agencies use to track GEO visibility?

While manual spot-checks can work at small scale, dedicated tools like Meltwater’s GenAI Lens provide structured monitoring across multiple AI assistants, along with sentiment, trend, and competitive analysis that agencies can incorporate into client reporting.

Meltwater helps PR agencies operationalize GEO without adding complexity. Its PR Suite combines media intelligence, social listening, and analytics to ensure consistent narratives across earned and owned channels. GenAI Lens extends this capability into AI environments, giving agencies visibility into how brands are represented across major LLMs and where those narratives originate. Agencies can identify misinformation, track competitive positioning, and prove the impact of PR efforts on AI representation.

Real world brand GEO examples like Heineken show how strong media intelligence and narrative consistency drive measurable outcomes. Analyst-validated studies also demonstrate that agencies using Meltwater achieve improved efficiency, stronger client retention, and new revenue opportunities, reinforcing the business case for adding GEO services. With Meltwater, agencies can move from reactive monitoring to proactive narrative management, helping clients win visibility not just in search results, but in the AI answers shaping modern discovery.

PR Agency GEO Guide: How to Win Mentions and Citations in AI Search

Effective marketing is about being obsessively customer-centric. You need to have your customers’ pain points and desires at the center of everything you do. And you need to do it in a remarkable way.

Wes Mathew, Head of Marketing, UKI and India, Meltwater

The online customer journey describes a consumer's path throughout all product, brand, and company touchpoints that help decision-making. Consumers usually look at a product or brand several times before deciding to take action. They can also flow both forward and backward through the various stages in response to different stimuli and sources of information.

To set your digital customer journey up for a win, you need a clear understanding of all components involved. These include your target group, customer behavior, optimal communication channels and content formats to use, and most importantly, the user intent at each stage of the journey.

What Does an Online Customer Journey Look Like?

Who Does the Customer Journey Map Follow?

Analyzing the Customer Journey by Personas

Optimizing Customer Journey Mapping by Stage

What are the Benefits of Creating a Customer Experience Map?

What are Customer Journey Mistakes to Avoid?

How Do I Know if I’ve Been Successful at Optimizing the Online Customer Journey?

How to Use a Customer Journey Map Template

A customer journey is the accumulation of every step a customer has taken before and after purchasing from your company, and the various emotions they felt each step of the way. These steps are often signified by touchpoints, or moments where the customer interacts with your brand in some way.

Customer journeys are relevant for any company, regardless of the product or service they sell. 

Two examples of what a customer journey could look like include:

B2C Customer Journey: You’ve moved cities and need new weather-appropriate clothes. You’re scrolling through Instagram and see an ad that you click on. You decide not to buy anything, but you sign up for that company’s email list. After you receive an email coupon, you go to the site to finally buy the item that initially caught your eye. 

B2B Customer Journey: You need to get new software for your PR team. You Google the options, see the top results, and click through to a G2 Crowd report. You find reviews on some of the options and then go straight to their respective websites to schedule demos. Due to budget constraints, you wait a few months and then eventually purchase your top choice.

These may sound relatively straightforward in writing, but tracking this process is often not so simple. 

Sales and marketing teams are not the only departments in your company that should be actively using your customer journey to drive business activities.

Customer journey maps are a necessary communications tool for a variety of reasons. They help you:

Target your efforts: PR and comms pros need to understand how to reach their company’s target audiences effectively. Budgets are often tight, and every activity needs to deliver a proven ROI. If comms professionals keep pitching publications that their ideal customers are not actually reading, then you’re just wasting resources, or vanity pitching top-tier publications to feed the ego of your client

Uncover content ideas: Responsible communication activations should keep customer needs and pain points in mind. By keeping your comms team versed in the customer journey, you can more easily identify the best storylines to pursue

The Meltwater Blog

Effective GEO Strategies that Drive LLM Visibility

PR Agency GEO Guide: How to Win Mentions and Citations in AI Search

The Importance of Customer Journey Mapping for Brands

Top 10 Marketing Conferences to Attend in 2026

Best PR Conferences to Attend in 2026

The Most Important Influencer Marketing Statistics for 2026

The Power of Content Marketing: A Complete Guide

How to Track LLM Prompts and Measure AI Visibility

70+ Social Media Stats for 2026

What is Brand Management and Why is Good Branding Important?

Fitness Apps Brand AI Visibility Index

The 10 Best Brand Management Software and Tools 2026