Lots of companies are trying to map customer journeys across channels, but that may be unnecessary. The customer journey is becoming more and more digital. A few statistics illustrate the point. In the UK, eCommerce sales account for just 14% of total retail sales. In the U.S., it’s only 8%. Looking at these, you wouldn’t expect that digital is taking over, but then the narrative shifts when you look at preferences. It turns out that 40% of U.S. males between the ages of 18-34 say that they would ideally buy everything online. We can all relate to that desire for convenience. We’re also more and more demanding from digital platforms put out by service providers. 39% of us would stop engaging with a website if it takes too long to load. These statistics and more come from our guest today: Audelia Boker, VP of Marketing at Glassbox Digital. Audelia made a case for why understanding the online behaviors of your prospects and customers is more important now than ever. Find a breakdown of this episode here.