Using Technology To Personalize the Buyer Journey

Posted on July 28, 2025

Today’s shoppers have sky-high expectations. Gone are the days when a one-size-fits-all shopping experience was enough. Now, consumers expect brands to know them, and if your brand doesn’t get them, they’ll move on to one that does.

Technology enables your company to ditch generic sales funnels and build personalized journeys that feel natural, intuitive, and, most importantly, relevant.

Why Personalization Matters More Than Ever

Think about walking into a store where the shelves rearranged themselves based on what you looked at or purchased the last time you visited. You find what you need and discover new products easily.

That’s what your customers expect online. They don't want to scroll endlessly or retrace their steps to find what they want; they want you to read their minds and show them what they're looking for.

McKinsey & Company reports that over 70% of customers expect personalized interactions from companies, and if they don’t receive them, they become frustrated and seek alternatives. In short, personalization increases conversion rates, boosts average order values, and strengthens customer loyalty.

How Can You Better Understand Buyer Behavior?

To create the level of connection your customers expect, you need to know them intimately. That’s where technology comes in.

CRM systems collect data, such as the pages a shopper visits, products they add to their cart, and how often they return, among other details. This insight helps businesses understand buyer behavior and anticipate their customers’ needs.

With this information, businesses can use journey mapping to visualize the shopper’s moves from awareness to purchase. From the first click to the final checkout, your company can tailor every step to make it feel intuitive and personal for individual customers.

Personalization Software and AI Recommendations

Personalization software platforms use algorithms to deliver curated experiences, ranging from displaying similar products and sending targeted email offers to remembering preferences across sessions.

One of the most powerful tools in the personalization toolbox is AI recommendations. A good example of this is how Amazon displays “customers also bought…” suggestions or how Netflix recommends shows based on your viewing history.

Are these companies reading our minds or making lucky guesses? No. They have machine learning systems that analyze vast amounts of data to deliver eerily accurate predictions that drive clicks and conversions.

Smaller businesses can access similar user-friendly tools that integrate directly into websites or e-commerce platforms, enabling you to gain a deeper understanding of your customers and offer personalized recommendations.

The Human Touch Behind the Tech

Even with the best technology, personalization requires a human touch. AI and data can't replace connection, but they enhance it in a way that allows you to craft a story that feels authentic.

In practice, this can be a “you'll like this” message that offers product bundles based on past purchases. These seemingly small gestures create a big impact on the customer experience.

Get To Know Your Customers Better With Technology

Technology isn’t just a helpful sidekick anymore. It’s running the show when it comes to personalizing how we sell. By combining data, personalization tools, and AI-driven suggestions, you can create buyer journeys that feel less like marketing and more like a meaningful connection.

Used with permission from Article Aggregator