What is a digital customer journey?

The digital customer journey is the realm of a consumer interacting with your brand and a retailer via the desktop, the laptop, the tablet and the ever present smartphone as consumers are increasingly tapping digital devices to browse, research and purchase.

For today’s retailer the digital customer journey is as important as the in-store customer journey so personalization, customer interaction, consumer satisfaction must be front and center in developing a seamless, enjoyable and rewarding digital customer journey. As a Retail Customer Experience blogger explains, the goal is tomake every aspect of the experience an opportunity to deliver instant gratification.