The traditional customer journey has evolved to capture the complexity of how today's consumers discover, purchase, review and become loyal fans of products. On platforms like TikTok, crowded by bingeable creator unboxings, high-value influencer reviews and consistent content loops, the journey consumers take has evolved into an "infinity loop," a circular process that consumers continuously cycle through. In this loop, consumerism is at an all-time high; you can buy products with a simple tap, and then they're on their way to you.
The digital transformation has led to 'popcorn thinking,' which has indirectly shaped a non-linear journey. Potential customers navigate circular loops, freely entering or exiting any phase.