In the graph above you can see that product categories like toys for example have had a steady but slow growth in the United States from 2000 to 2005, but then around 2006 and 2007 something happens - the product category reaches a digital tipping point and after that you can notice a significantly higher growth.
As I wrote in this previous blog post Futurist Keynote: A Paradigm Shift In The Customer Journey, the purchasing pathway is becoming increasingly fragmented and digitized. Today's customers are switching between different devices and accessing information in many different ways. While many brands and businesses have acknowledged these disruptive changes, I think there is still much work and research that's need to be done in order to design a perfect and seamless customer experience. Do you have any examples of great customer experience? Please contribute with your examples in the comment section below.