Customer experience has explosively emerged as a critical driver for loyalty, competitive differentiation and revenue growth. Historically, consumers have followed a very different behaviour for buying the products as there were no digital platforms. However, emergence of technology has resulted into increased online presence of consumers. As a result, innovative tools are needed to benchmark present performance on consumer engagement and illuminate future expectations to drive the innovation shifts.

In order to understand the emergence of consumer behaviour, there is a need to comprehend its association with advance technology and digital natives.