{"@context":"https:\/\/schema.org\/","@type":"CollectionPage","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-journey\/#CollectionPage","headline":"Customer Journey Category","description":"<p>The customer journey is the entire series of interactions leading to a purchase of a product or service. Brands need to understand the entire journey in order to provide the customer experience that drives loyalty.<\/p>\n<a href=\"https:\/\/www.sap.com\/events\/sapphire.html?campaigncode=CRM-YD24-CEX-2469901&#038;source=blogs-glo-FoC\" class=\"js-dont-read post-banner\" data-unilnk-region=\"post-banner\" lang=\"en\"><img class=\"lazyload\" src=\"data:image\/svg+xml,%3Csvg xmlns='http:\/\/www.w3.org\/2000\/svg' viewBox='0 0 690 250'%3E%3C\/svg%3E\" data-src=\"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/04\/Sapphire-2023-disrupt.jpeg\" alt=\"Registration information for SAP Sapphire 2024 in Orlando, Barcelona, or virtually. Copy reads: Disrupt disruption without disrupting your business. Join us for SAP Sapphire in Orlando, Barcelona, or virtually. Register now. \" \/><\/a>\n<p>In our content, you can get expert insight into the modern customer journey and how brands can improve for optimal outcomes.<\/p>\n<p>Topics include:<\/p>\n<ol>\n<li>Customer engagement trends<\/li>\n<li>Mapping the customer journey<\/li>\n<li>Social media marketing<\/li>\n<li>Online fulfillment and returns<\/li>\n<li>The power of personalization<\/li>\n<\/ol>\n","url":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-journey\/","hasPart":[{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/02\/2021-holiday-e-commerce-stats\/","headline":"BOOM! 2021 holiday e-commerce stats: +481% GMV, 110% YOY growth","url":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/02\/2021-holiday-e-commerce-stats\/","datePublished":"2021-12-02","dateModified":"2025-07-22","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/02\/2021-holiday-e-commerce-stats\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/riaz-faride\/#Person","name":"Riaz Faride","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/riaz-faride\/","identifier":272,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/f5188a343fea7b5b7c8aa5c499882f30c842eb543765bcc0d83657818380d57c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/f5188a343fea7b5b7c8aa5c499882f30c842eb543765bcc0d83657818380d57c?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/12\/2021ecommerce-stats_1200x375.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/12\/2021ecommerce-stats_1200x375.jpg","height":375,"width":1200},"keywords":["B2C E-commerce","Black Friday","Holiday Retail"]},{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/24\/creating-a-digital-marketplace\/","headline":"Revving up your digital marketplace: A playbook for success","url":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/24\/creating-a-digital-marketplace\/","datePublished":"2021-11-24","dateModified":"2024-06-13","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/24\/creating-a-digital-marketplace\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/sebastien-trahan\/#Person","name":"Sebastien Trahan","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/sebastien-trahan\/","identifier":358,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/76e1e778b02baed29b11556f1b573fcecb4055ff2f70639b7f3340b1c58387cd?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/76e1e778b02baed29b11556f1b573fcecb4055ff2f70639b7f3340b1c58387cd?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/11\/FTR_RevUp.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/11\/FTR_RevUp.png","height":375,"width":1200},"keywords":["Auto Industry","B2B Marketplaces","Digital Marketplaces","Online Marketplace"]},{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/23\/a-importancia-do-pos-venda-para-a-fidelizacao-do-cliente\/","headline":"A import\u00e2ncia do p\u00f3s-venda para a fideliza\u00e7\u00e3o do cliente","url":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/23\/a-importancia-do-pos-venda-para-a-fidelizacao-do-cliente\/","datePublished":"2021-11-23","dateModified":"2024-07-12","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/23\/a-importancia-do-pos-venda-para-a-fidelizacao-do-cliente\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/thiago-prudencio\/#Person","name":"Thiago Prudencio","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/thiago-prudencio\/","identifier":419,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/5d49ca0d98813541530e50033ab5849fc126ab07a471c0412666f3a0dc8b9ecc?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/5d49ca0d98813541530e50033ab5849fc126ab07a471c0412666f3a0dc8b9ecc?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/05\/LoyaltyPlatform_1200x371.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/05\/LoyaltyPlatform_1200x371.jpg","height":375,"width":1200},"keywords":["AI In Sales","Cliente","Consumidor","Dicas","E-commerce","Fidelizar","Social Media"]},{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/09\/e-commerce-personalization-definition-benefits-examples\/","headline":"E-commerce personalization: It&#8217;s more than product recommendations","url":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/09\/e-commerce-personalization-definition-benefits-examples\/","datePublished":"2021-11-09","dateModified":"2024-06-13","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/09\/e-commerce-personalization-definition-benefits-examples\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/branwell-moffat\/#Person","name":"Branwell Moffat","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/branwell-moffat\/","identifier":217,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/c0a5eadb588b400c761af076cd1950b5cc27887a8f4c97d13bbb3f4076bf9df8?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/c0a5eadb588b400c761af076cd1950b5cc27887a8f4c97d13bbb3f4076bf9df8?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/11\/e-commerce-personalization-ftr.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/11\/e-commerce-personalization-ftr.png","height":375,"width":1200},"keywords":["E-commerce","Personalization","SAP Partners"]},{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/14\/d2c-business-model-guide\/","headline":"D2C business model: Why some companies soar and others fail wildly","url":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/14\/d2c-business-model-guide\/","datePublished":"2021-10-14","dateModified":"2022-03-17","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/14\/d2c-business-model-guide\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/javier-alberto-flores\/#Person","name":"Javier Flores","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/javier-alberto-flores\/","identifier":322,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/e1989f3aa8f7aa464e07c400d325ad3224919b42dcb16436fb74ba8078ccafb1?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/e1989f3aa8f7aa464e07c400d325ad3224919b42dcb16436fb74ba8078ccafb1?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/10\/D2C-business-model-ftr.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/10\/D2C-business-model-ftr.png","height":375,"width":1200},"keywords":["CPG | Consumer Packaged Goods","CPG Brands","D2C Brands","Direct to Consumer","DTC"]},{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/30\/creating-your-customer-journey-map-to-grow-relationships\/","headline":"Creating your customer journey map to grow relationships","url":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/30\/creating-your-customer-journey-map-to-grow-relationships\/","datePublished":"2021-09-30","dateModified":"2023-07-21","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/30\/creating-your-customer-journey-map-to-grow-relationships\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/binod-negi\/#Person","name":"Binod Negi","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/binod-negi\/","identifier":566,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/8b7dee75351d51711ed59e10e2f70a9cee88092688fafa3c2eec4e8b2ee25767?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/8b7dee75351d51711ed59e10e2f70a9cee88092688fafa3c2eec4e8b2ee25767?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/09\/customer-journey_1200x375.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/09\/customer-journey_1200x375.jpg","height":375,"width":1200},"keywords":["CRM and CX","Customer Experience | CX","Customer Journey","Customer Loyalty","E-commerce Customer Journey"]},{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/13\/b2b-marketing-demand-gen\/","headline":"Your obsession with demand gen is going to suffocate your B2B marketing","url":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/13\/b2b-marketing-demand-gen\/","datePublished":"2021-09-13","dateModified":"2023-07-31","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/13\/b2b-marketing-demand-gen\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/amber-naslund\/#Person","name":"Amber Naslund","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/amber-naslund\/","identifier":520,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/2c593612a823814475a0b485f284869c81d7f6d5fd40f72ddd70e88314d87dba?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/2c593612a823814475a0b485f284869c81d7f6d5fd40f72ddd70e88314d87dba?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/09\/B2B-marketing-demand-gen-FTR.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/09\/B2B-marketing-demand-gen-FTR.png","height":375,"width":1200},"keywords":["B2B Case Studies","B2B Marketing","B2B Trends","Content Marketing","Demand Generation"]},{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/07\/how-to-personalize-customer-experience-a-dtc-road-map\/","headline":"How to personalize customer experience: A D2C road map","url":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/07\/how-to-personalize-customer-experience-a-dtc-road-map\/","datePublished":"2021-09-07","dateModified":"2023-03-23","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/07\/how-to-personalize-customer-experience-a-dtc-road-map\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/angelica-valentine\/#Person","name":"Angelica Valentine","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/angelica-valentine\/","identifier":87,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/eeced5842c82623f37b7081abc6a9cbbc62150ef357bd074563e8c826d7cc1ae?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/eeced5842c82623f37b7081abc6a9cbbc62150ef357bd074563e8c826d7cc1ae?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/09\/personalize-CX_1200x375.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/09\/personalize-CX_1200x375.jpg","height":375,"width":1200},"keywords":["CPG | Consumer Packaged Goods","CPG Trends","D2C","DTC Brands","First-party Data","Personalization"]},{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/08\/18\/in-a-cx-minute-thoughts-on-customer-experience-august-18-2021\/","headline":"In a CX minute: Thoughts on customer experience, August 18, 2021","url":"https:\/\/www.the-future-of-commerce.com\/2021\/08\/18\/in-a-cx-minute-thoughts-on-customer-experience-august-18-2021\/","datePublished":"2021-08-18","dateModified":"2021-09-21","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/08\/18\/in-a-cx-minute-thoughts-on-customer-experience-august-18-2021\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/esteban-kolsky\/#Person","name":"Esteban Kolsky","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/esteban-kolsky\/","identifier":441,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/f97ffc2a077cb1020b8429fbc93513eb25116664043740be712185cbc0e3eef5?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/f97ffc2a077cb1020b8429fbc93513eb25116664043740be712185cbc0e3eef5?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/03\/FCEE154_CXMiniute_HB_2-01.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/03\/FCEE154_CXMiniute_HB_2-01.jpg","height":376,"width":1200},"keywords":null},{"@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/08\/18\/best-loyalty-programs-examples\/","headline":"Brand devotion: 10 best customer loyalty programs","url":"https:\/\/www.the-future-of-commerce.com\/2021\/08\/18\/best-loyalty-programs-examples\/","datePublished":"2021-08-18","dateModified":"2023-03-24","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/08\/18\/best-loyalty-programs-examples\/","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/marcia-yusavage\/#Person","name":"Marcia Yusavage","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/marcia-yusavage\/","identifier":298,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/f9929f6ff16e34cd6d43daf18411658f8565960b4c0fd78662963005f1aa9afb?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/f9929f6ff16e34cd6d43daf18411658f8565960b4c0fd78662963005f1aa9afb?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/05\/LoyaltyPlatform_1200x371.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/05\/LoyaltyPlatform_1200x371.jpg","height":375,"width":1200},"keywords":["Customer Loyalty","Loyalty Programs"]}],"about":["B2C Commerce",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/marketing\/customer-engagement-marketing\/","name":"Customer Engagement","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_engagement","http:\/\/www.wikidata.org\/entity\/Q5196451"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},"Customer Journey","Future of Grocery Retail",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/marketing\/","name":"Marketing","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Marketing","http:\/\/www.wikidata.org\/entity\/Q39809"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/marketing\/marketing-general\/","name":"Marketing","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Marketing","http:\/\/www.wikidata.org\/entity\/Q39809"]}]}