The Customer Journey Research Report

In store the customer journey has long been analysed to the finest detail, but online retailers are still getting to grips with how to map out and understand the customer journey, as well as realising the benefits and wins that can bring them when they get it right.

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Internet Retailing’s recent research and analysis programme took a joined-up view to understand and define the different steps in the customer journey, learning how to better connect these steps and ultimately how we can improve the shopping experience for our customers.

Our partners, Apptus, Neoworks, SDL and Shutl have brought their unique perspective to this programme. With their expertise in helping improve the customer experience across the entire journey from presentation, through personalisation and content right the way through to delivery.