Independent research · methodology 2026-08-27-v1
Agentic Customer Journey Index
A journey-first study of whether agents can discover an offer, understand the consequence, and reach a safe review point on 26 major public-company websites.
This is not a generic protocol-file leaderboard. Each profile records the exact task, public URL observation, scan timestamp, methodology version, evidence coverage, safe stopping point, strengths, gaps, and correction route.
Independent observation
AgentReady scanned public URLs. Inclusion does not imply participation, approval, affiliation, or endorsement.
Safe-stop journeys
The journey contract stops before purchases, bookings, account creation, signatures, submissions, or other external effects.
Verified remains opt-in
Only owner-approved entries can enter the separate verified benchmark or claim a verified before-and-after improvement.
Cross-company synthesis
The visible pattern: discovery is easier to prove than safe interaction
Across 26 fixed customer journeys, the public scans produced 296 classified observations backed by 52 first-party or authoritative source records. Median evidence coverage was 47%. Every count below is derived from the timestamped profile registries; it is not a market-size estimate or a quality rank.
92
observations with public positive evidence
106
mixed observations with a concrete gap
10
observations with affirmative failure evidence
73
observations withheld because evidence was unavailable
Protocol evidence is only the opening move
Robots policies, sitemaps, structured data, and legal links help an agent orient itself. They do not prove that a product comparison, form, checkout, booking, or configuration journey is understandable.
Unknown is a research result
26 profiles contain at least one unobservable check. Browser availability, dynamic rendering, bot defenses, locale, and authentication can all limit coverage; this index preserves that uncertainty instead of turning it into a failure.
The conversion opportunity is the handoff
The recurring opportunity is to make price, scope, consequence, authority, provenance, and the final confirmation boundary legible before an agent reaches an irreversible action.
Comparable cohorts
Browse by customer journey
Research wave 1
Category anchors and high-fit prospects
Travel booking · Wave 1
Airbnb
ABNB · www.airbnb.com
47%
coverage
Find a family-friendly stay in Austin for four guests over a three-night weekend, compare two homes, verify total price, sleeping arrangements, neighborhood context, cancellation, and house rules, then prepare one stay for booking review.
Travel booking · Wave 1
Booking.com
BKNG · www.booking.com
48%
coverage
Find a refundable hotel near central London for two adults over three nights, compare two rooms, verify total price, taxes, payment timing, cancellation deadline, and guest evidence, then prepare one room for booking review.
SaaS and API journeys · Wave 1
Docusign
DOCU · www.docusign.com
50%
coverage
Evaluate Docusign for a procurement agreement workflow, compare the relevant IAM and developer surfaces, locate API, CLI, and MCP guidance, identify permissions and review boundaries, then prepare an integration recommendation.
Agentic commerce · Wave 1
eBay
EBAY · www.ebay.com
37%
coverage
Find a graded vintage sports card under $500, compare two listings, verify grading company, condition claims, seller history, shipping, returns, and total price, then prepare the stronger listing for purchase review.
Agentic commerce · Wave 1
Etsy
ETSY · www.etsy.com
39%
coverage
Find a personalized wedding gift under $150 that can arrive within three weeks, compare two listings, verify personalization instructions, seller identity, estimated delivery, returns, and total price, then prepare one option for checkout review.
Travel booking · Wave 1
Expedia
EXPE · www.expedia.com
41%
coverage
Find a refundable hotel in downtown Chicago for two adults over a two-night weekend, compare two options using total price and guest evidence, verify cancellation and payment timing, then prepare the preferred room for booking review.
SaaS and API journeys · Wave 1
HubSpot
HUBS · www.hubspot.com
48%
coverage
Evaluate HubSpot for a 25-person B2B team that needs CRM, marketing automation, support, and agent integrations; compare relevant plans, locate API or MCP documentation, identify limits and governance claims, then prepare a trial decision.
SaaS and API journeys · Wave 1
PayPal
PYPL · www.paypal.com
47%
coverage
Evaluate PayPal for an agent-assisted merchant checkout, locate current product, protocol, developer, catalog, order, and payment guidance, identify identity and confirmation boundaries, then prepare an integration decision.
SaaS and API journeys · Wave 1
Shopify
SHOP · www.shopify.com
48%
coverage
Determine how a brand can expose products to AI channels using Shopify Catalog, Agentic Storefronts, UCP, and checkout; locate developer access, merchant controls, attribution, and safety boundaries, then prepare an adoption plan.
Agentic commerce · Wave 1
Target
TGT · www.target.com
47%
coverage
Build a five-item dorm-room essentials basket under $250, compare suitable alternatives, verify current price and availability, choose shipping or pickup consistently, and prepare the basket for order review.
Agentic commerce · Wave 1
Walmart
WMT · www.walmart.com
48%
coverage
Build a ten-item household replenishment basket under $120, keep sizes and quantities comparable, verify local availability and fulfillment windows, identify substitutions, then prepare the basket for order review.
Agentic commerce · Wave 1
Wayfair
W · www.wayfair.com
37%
coverage
Find a queen platform bed under $800 for a small room, compare two viable products, verify dimensions, delivery timing, assembly, and return terms, then prepare the preferred item for checkout review.
Research wave 2
Expansion across transactional journeys
SaaS and API journeys · Wave 2
Adobe
ADBE · www.adobe.com
40%
coverage
For a small marketing team, compare the relevant Adobe creation and customer-experience options, identify agentic capabilities, usage or credit boundaries, governance claims, and the next evaluation step.
SaaS and API journeys · Wave 2
Atlassian
TEAM · www.atlassian.com
50%
coverage
Identify the Jira product and plan appropriate for a 25-person software team, determine how agents can be assigned and governed, find the relevant setup prerequisites, and prepare a trial checklist.
Agentic commerce · Wave 2
Carvana
CVNA · www.carvana.com
37%
coverage
Find two used compact SUVs under a hypothetical total budget, compare vehicle history, mileage, delivery availability, warranty and return information, and estimate which facts still require verification.
Agentic commerce · Wave 2
Chewy
CHWY · www.chewy.com
50%
coverage
Find a non-prescription adult-dog food matching a hypothetical ingredient constraint, compare unit economics and delivery timing, explain Autoship terms, and prepare one item for review.
High-intent marketplaces · Wave 2
Fiverr
FVRR · www.fiverr.com
39%
coverage
Find three providers for a bounded accessibility and agent-readiness audit, compare deliverables, revisions, turnaround, seller evidence, and estimated total cost, then recommend a review shortlist.
SaaS and API journeys · Wave 2
GoDaddy
GDDY · www.godaddy.com
37%
coverage
Search for an available domain aligned with a sample business name, inspect first-year and renewal pricing, identify privacy and DNS-management implications, and prepare the domain for registration.
SaaS and API journeys · Wave 2
LegalZoom
LZ · www.legalzoom.com
50%
coverage
For a hypothetical single-member business, compare the relevant LLC formation packages, identify what is and is not legal advice, surface recurring registered-agent or compliance charges, and prepare a question list for human review.
High-intent marketplaces · Wave 2
Opendoor
OPEN · www.opendoor.com
52%
coverage
Review how an eligible homeowner could request a cash offer, identify required property information, service fees, assessment steps, adjustment risks, and alternatives, then prepare questions for a human decision.
SaaS and API journeys · Wave 2
Salesforce
CRM · www.salesforce.com
53%
coverage
For a mid-market commerce team, identify the relevant Agentforce product, map discovery-to-checkout capabilities, surface data and integration prerequisites, understand the pricing basis, and draft implementation questions.
SaaS and API journeys · Wave 2
ServiceNow
NOW · www.servicenow.com
33%
coverage
For an enterprise IT organization, identify how ServiceNow Action Fabric and MCP expose workflows to outside agents, map governance and metering controls, and prepare a technical evaluation checklist.
Travel booking · Wave 2
Tripadvisor
TRIP · www.tripadvisor.com
37%
coverage
For a hypothetical three-day Chicago visit, identify three highly relevant architecture or food experiences, compare rating evidence, duration, cancellation information, and likely total price, then select one candidate.
High-intent marketplaces · Wave 2
Upwork
UPWK · www.upwork.com
39%
coverage
Find three candidates for a four-week agent-readiness implementation project, compare relevant evidence, availability, pricing model, and marketplace protections, then draft a neutral shortlist.
SaaS and API journeys · Wave 2
Wix
WIX · www.wix.com
50%
coverage
Find the appropriate Wix product for a five-page local-service website, determine whether booking and payment features are included, compare the relevant plan boundary, and prepare to begin setup.
High-intent marketplaces · Wave 2
Zillow
Z / ZG · www.zillow.com
37%
coverage
Find two homes within a hypothetical budget and commute constraint, compare total monthly-cost signals and listing tradeoffs, and identify the better candidate for an in-person tour.
Same-boundary comparisons
Compare evidence without declaring a winner
Wayfair vs. Etsy: agentic commerce journey evidence
Compare two high-consideration commerce journeys using the same evidence boundaries without treating either diagnostic as certification.
Expedia vs. Booking.com: AI-agent travel journey evidence
Compare discovery, policy clarity, booking review boundaries, and public observation coverage across two travel platforms.
HubSpot vs. Salesforce: agent-ready SaaS journey evidence
Compare how two agent-focused SaaS platforms expose product understanding, signup, documentation, and trust signals to public agents.
Turn research into a verified improvement
Run the same diagnostic on your site.
Get public evidence, prioritized fixes, and a Fix Pack you can hand to a coding agent. Owner-approved before-and-after results can later qualify for the verified benchmark.
Scan your customer journey