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Customer Experience across Digital Shopping Journey


Ryan McShera

Head, Multichannel Practice, Retail and Consumer Packaged Goods (CPG), North America, TCS

Customer Centricity: Focusing on Your Customer’s Digital Shopping Journey

Reimagining the digital shopping journey from discovery to post-purchase.  

The digital shopping journey can be divided into four phases:

  • Discovery

  • Product Selection

  • Purchase

  • Post-Purchase

Retailers must identify specific areas within each phase to optimize customer experience.