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Supporting High-Touch Digital Purchase Journeys

Digital shoppers are savvy and sophisticated. Whether shopping entirely online or eventually visiting a store, consumers are using an expanded range of digital channels and tools to discover, research and buy products.

For their part, progressive brands are embracing new technologies and platforms to scale the 1:1 service and support their customers expect when shopping online and replicate the experience of a physical shopping and product experience in a digital environment. Video-based chat and livestreaming platforms are bringing the store and its products to life in people’s homes, creating opportunities to see into customers’ lives and create stronger connections. With ready access to customer information, remote associates can further tailor their interaction and suggestions.

In the following pages, PSFK describes eight trends that show how brands are engaging shoppers with next-generation digital experiences and delivering enhanced customer experience. Each of the trends is supported by recent best-in-class examples of innovation from the marketplace.

Published: July, 2021