Understanding Online Consumer Behaviours for a Better Customer Journey

Abstract

It's crucial for businesses to have a firm grasp on the customer journey and experience over time. Customers' interactions with businesses are now more social in nature, taking place across a variety of channels and media. In order to adapt to these shifts, businesses must coordinate the efforts of numerous internal departments as well as third-party vendors to ensure that customers always receive the best possible service. The researchers through this paper hope their efforts will help readers better comprehend the increasingly complex customer behaviour of modern times by providing a deeper appreciation for the customer experience and the customer journey.