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Key Takeaways:
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Remember when researching a purchase meant toggling between about 20 different tabs on your laptop? You’d run a string of keyword searches on Google, scroll through the results, open tabs for all the promising-sounding options, and review. Your collection of tabs might exist for days, weeks, or even months, growing and shrinking along with your research until you finally felt informed enough to pull the trigger (or until your browser decided to stage an intervention and crash).
Now think about the last item you bought. Maybe you asked ChatGPT for product recommendations and made a purchase after reviewing them. Or perhaps an AI summary at the top of a Google search compared three options for you, and you picked one without having to do any additional research. Sound familiar?
The path that moves a person from “I might need this” to “I bought it” looks almost nothing like it did a decade ago, or even three years ago. It’s fragmented, nonlinear, and increasingly shaped by algorithms and AI. For advertisers, that shift changes what it looks like—and the underlying technology it requires—to reach consumers effectively in key moments of influence.
Not long ago, the customer journey was relatively straightforward. A customer became aware of a product, considered and evaluated it, and finally made their decision and completed the purchase. Advertising mapped neatly onto that path. A billboard or TV spot built awareness, while a well-placed search or display ad nudged a shopper toward a decision. Advertisers could reasonably predict where a customer was headed and meet them there.
Today’s journey looks quite different: It bends, loops, scatters across channels, and rarely starts or ends where advertisers expect.
Discovery now happens everywhere, all the time. Most shoppers say they discover new products at least once a week, and that discovery is spread across TikTok FYPs, Instagram feeds, AI summaries, retail apps, and beyond. This discovery also often happens across multiple devices at the same time, with the majority of media consumers across every generation saying they now browse the internet or use apps on their phones while watching TV. With content so readily available, advertisers are competing for attention that is splintered across screens and digital spaces. That makes showing up intentionally and consistently across channels even more important.
The research phase has changed as well, evolving into a multi-touch, multi-channel endeavor. Consumers now research a product three or more times before buying, and nearly a quarter research five times or more. They also turn to a variety of sources for their research: online reviews and listicles, social media, recommendations from family and friends, in-store visits, search engines, AI, and beyond. For advertisers, that scatter makes presence across channels less of a “nice-to-have” and more of a requirement, since there’s no longer a single place where decisions get made.
Purchase has also grown more unpredictable. More than 30% of shoppers say they research online but buy in-store, a pattern that makes attribution especially difficult. When someone discovers a product through a TikTok creator but buys it at Walmart, connecting that sale to the original touchpoint—or any other touchpoints along the way—is a real challenge for advertisers trying to understand what’s working. Without a connected view of those touchpoints, advertisers risk crediting the wrong channel and misallocating their next dollar.
In addition to the rising complexity of digital media, AI is also playing a major role in the evolution of the customer journey. Among people who use AI to shop, it now ranks as the second most influential shopping source—trailing only behind search engines and outranking retailer sites, apps, and recommendations from family and friends.
And adoption is climbing quickly. AI now plays a role in 86% of shoppers’ retail journeys. Nearly half of AI shoppers use it most or every time they shop, with 80% saying they anticipate relying on it more moving forward. People who use AI for shopping are also finding real value in the tool: 81% say AI makes the job easier, 77% say it makes them more confident in their decisions, and nearly 90% report it helps them find products they wouldn’t have known about otherwise.
AI also tends to expand the path to purchase rather than shortening it. After an AI interaction, shoppers tend to add more steps to their customer journey, often in an effort to validate their choice before buying. Though AI certainly does streamline some stages of the path to purchase, it also adds steps that weren’t there before. And each of those new steps is another opportunity for advertisers to connect with shoppers on their way to making a decision.
Zero-click search is reshaping the journey further. As AI summaries and chatbot responses answer questions directly in the results, fewer users click through to a brand’s site at all. That doesn’t mean those impressions stop mattering, however: Ads appearing alongside AI-generated summaries still influence decisions, even without a click. It does mean advertisers have to rethink how they measure influence and where they show up, since a growing share of discovery and decision-making now happens inside environments where AI shapes what consumers see, hear, and trust about a brand.
Adapting to how the customer journey has evolved starts with recognizing and accepting the complexity of it. CTV, retail media, short-form video, AI chatbots, AI search summaries, and more are all live, simultaneous touchpoints, each with its own signals and rules. Advertisers who try to manage each in isolation will likely struggle to keep up. The teams adapting best treat these channels as one connected system, planning and buying across them together rather than each in isolation.
Accomplishing this depends on a few capabilities. One is real-time visibility and reporting. When AI tools can compress discovery, evaluation, and purchase into minutes, advertisers need to see what’s resonating as it happens (not days later in a reconciled report) so they can move budget toward what’s working during key moments of impact.
That kind of visibility is hard to come by when data stays fragmented. Nearly half of agency marketers use eight or more tools to manage campaigns, and more than a third manage 10 or more. Even more, fewer than one in five industry professionals describe their first-party data as extensive and well-structured. This leaves teams to piece together the path to purchase from incomplete inputs across systems that weren’t necessarily built to talk to each other.
Speed is another key capability, in both execution and planning. Shoppers today move through different steps quickly and across channels, which means bid strategies, creative, budget allocation, and the media plans behind them all need to keep pace. Automated, AI-powered optimization that makes continuous, goal-aligned adjustments, powered by live performance signals, can be the difference between capitalizing on the channels where target audiences are spending time and missing those opportunities entirely. That same speed matters earlier in the campaign process, too. Considering how dynamic the customer journey is today, teams that can build and adjust media plans quickly—rather than rebuilding them manually each quarter—stay aligned with how consumers actually behave. AI-powered tools are increasingly helping compress that planning work so agency talent can focus on strategy over manual setup.
Taken together, these capabilities underscore what adapting to the modern customer journey requires: A strategy built around how consumers behave today, and the infrastructure to execute it.
In a journey this fragmented and fast-moving, the infrastructure beneath a team’s advertising workflows matters as much as the strategy on top of it. But not all infrastructure is created equal, and “unified” can mean different things in practice.
Real visibility across channels means little if teams must continually switch between tools to access data, billing, and reconciliation systems. Real-time optimization falls short if the platform powering it can’t handle the complexity of true omnichannel work. For example, a platform that unifies programmatic but treats search, social, and site direct buys as afterthoughts isn’t unified in the way that advertisers need to adapt to the complexity of the 2026 customer journey.
The advertisers best positioned for navigating it are the ones working from a single, unified platform that connects programmatic, search, social, and CTV, supported by infrastructure stable enough to make agile, cross-channel activation reliable at scale.
In 2026, the customer journey is fragmented, nonlinear, and shaped by AI at every turn. To reach people in moments of meaningful impact, advertisers need visibility across channels, the speed to act on what they see, and the connected infrastructure to make both possible.
The days of the tidy linear funnel and the slow, self-directed path to purchase aren’t coming back. Today’s customer journey calls for a different kind of toolkit, one well-suited for media fragmentation, AI, and the speed at which today’s consumers move. The advertisers who invest now in unified, real-time infrastructure—the kind that brings every channel into a single view and acts on customer signals as they happen—will be the ones who keep pace as the journey keeps changing.
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Looking for more information on how to adapt your media planning for the modern customer journey? Check out Beyond the Funnel: A Better Way to Plan Media.