A customer's journey to a purchasing decision is made up of the ever-changing context of customer experiences in this connected world. There is an evolution going on, from the connected consumer to the connected human. Customers are expecting amazing, real-time experiences and information at every single touchpoint. This presentations highlights the dramatic shift from selling products to offering services, and how rethinking experiences from a user's perspective results in sound purchasing decisions and long-term brand loyalty.

Delivered at Globalshop 2013 in Chicago, slides are on Slideshare. Feeback for session: "best session I attended - most relevant", "very interesting", "good balance of theoretical and practical", "great examples and points of view"