The New Customer Journey
The funnel is giving way to a network. For half a century, retailers organized marketing, merchandising, commerce, and experience around one idea: a predictable journey from awareness to loyalty. That framework is becoming obsolete. Artificial intelligence is changing how customers discover products, weigh alternatives, and decide — shifting from a linear funnel to dynamic, AI-mediated experiences where intelligent systems help manage the purchase. Click here to read the Executive Briefing.