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

Ryan McShera

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

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.