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1、Sponsored by:Future Customer JourneysHow Customers Themselves are Driving the Next Big Changes in eCommerceCopyright 2024 WBR Insights|All Rights ReservedThe non-branded editorial content that appears in this report is owned and distributed by WBR Insights.Distribution of this content is restricted

2、to only WBR Insights and any sponsors of this report represented herein.Future Customer JourneysHow Customers Themselves are Drivingthe Next Big Changes in eCommerceResearch Contact:Chris Rand Research Manager,WBR Insights Chris.RWritten by:Mike Rand Content Director,rand&rand33 Executive Summary4 A

3、bout the Respondents6 Key Insights8 CX Teams Still Struggle to Use Data to Support the Omnichannel Customer Journey11 Organizations Will Harness AI and Real-Time Data for Enhanced Customer Experiences15 Customer Experience Platforms Deliver Smarter Personalization19 Conclusion:Improving the Customer

4、 Journey with Critical Technologies20 Key Suggestions21 About the Authors21 About the SponsorThis report explores the critical role of advanced technologies like automation,artificial intelligence,real-time data analytics,and other CX tools in improving the customer experience within retail and eCom

5、merce environments.The research indicates a high satisfaction rate among businesses already using modern CX technologies,with key benefits including smarter personalization and an integrated approach to data and content.Nonetheless,there are challenges that retailers and eCommerce companies must add

6、ress,including data quality issues and inconsistencies across channels.The report also underscores the importance of automation in creating personalized customer journeys and the crucial role of AI and real-time data analytics in enhancing the customer experience.Table of ContentsExecutive Summary4A