The customer journey in 2020: 3 steps to success

Online shopping is more popular than ever, surpassing brick-and-mortar general merchandise sales  for the first time last year. In 2020, however, the customer journey — that is, the entire series of interactions leading to the purchase of a product or service — will continue to be a winding one, often including several devices and various behaviors before the checkout process.
That customer journey is filled with make-or-break moments, each of which can lead to retail success or failure. Read more…