Let’s cut to the chase: modern shoppers don’t want a transaction. They want an experience.

They want inspiration when they’re bored, reassurance when they’re unsure, and recognition of who they are—not just what they click.

And that’s where AI in the customer journey completely changes the game.

From the first “maybe I need new sneakers” thought to the moment a delivery box lands on your doorstep (and even beyond), artificial intelligence is enhancing every touchpoint with personalization, intuition, and speed.

In this blog, we unpack how AI is not just optimizing but orchestrating the entire customer journey—and why platforms like Glance.com are at the heart of this transformation.

Curious about the full picture of AI Shopping? Check out our AI Shopping pillar page for an in-depth look at how AI is redefining ecommerce in 2025 and beyond.



1. Awareness: From Passive Browsing to Predictive Inspiration

The customer journey doesn’t begin at the cart. It begins long before—with curiosity, a visual nudge, or a passing mood.

Traditionally, this meant search engines or social media. But now? AI turns idle moments into active discovery.

Take Glance AI, for instance. Users don’t even have to open an app. Their lock screen becomes a canvas for inspiration—serving AI-generated looks based on a selfie and persona. It's fashion discovery happening in ambient space, passively, and yet completely personalized.

Here’s how AI boosts awareness:

  • Analyzes passive behavior to surface relevant content

  • Uses lookalike modeling to inspire based on similar users

  • Introduces styles based on weather, time of day, or even trends

Instead of waiting for users to start the journey, AI invites them. That’s not just smart. That’s journey-first design.



2. Consideration: Personalization That Builds Confidence

Once the shopper is engaged, AI shifts gears. It’s not just about catching attention—it’s about guiding consideration with precision.

This is where AI in the customer journey really earns its stripes:

  • It remembers what you liked—even if you forgot.

  • It suggests outfits that reflect your actual body type, not a generic template.

  • It adapts in real time, updating recommendations as your behavior shifts.

Glance AI nails this by creating curated, magazine-style lookbooks that evolve with the user. You scroll one look, and the algorithm knows which cuts, colors, and vibes you respond to—serving more of that, while introducing variety.

This type of consideration phase personalization doesn’t overwhelm. It clarifies. It reduces cognitive load and builds emotional trust.

After all, when a platform feels like it “gets you,” you’re more likely to keep exploring—and eventually, to commit.



3. Decision: Eliminating Friction with AI Nudges and Smart UX

The moment of decision is delicate.

Even if a shopper likes what they see, doubts creep in. Will it fit? Is this worth the price? Can I find this cheaper elsewhere?

AI steps in not as a hard-seller, but as a gentle guide:

  • Recommending the right size based on past purchases and returns

  • Comparing items in real time to surface better-rated or better-priced options

  • Triggering urgency nudges (“Last in stock”, “Trending look”) without manipulation

On Glance.com, this plays out through intelligent product tiles embedded in AI Looks. You don’t just see a styled outfit—you see it broken down into shoppable pieces, each with contextual CTAs like “Add to LS”, “Buy Now”, or “Download”.

The result? Fewer abandoned carts. More confident checkouts. A sense that you’re being helped, not sold to.

And that’s the difference AI makes—it respects the user’s decision, while removing obstacles that don’t need to be there.



4. Purchase: Seamless, Personalized, and Delightfully Fast

Once the purchase intent is locked in, the last thing shoppers want is complexity. They want speed, clarity, and assurance.

AI helps by:

  • Pre-filling delivery preferences based on history

  • Offering intelligent payment options (e.g., COD for first-timers, BNPL for loyal buyers)

  • Forecasting delivery dates based on location and stock data

Platforms that leverage AI at checkout don’t just improve UX. They increase conversion rates by up to 20%, according to a recent Adobe study.

But Glance AI adds an even more interesting layer: it moves the purchase decision closer to the point of inspiration.

You can act on an AI-generated look the moment it catches your eye. No need to search for it, no need to compare endlessly. It’s right there. Tappable. Shoppable. Done.

That’s frictionless commerce, and it’s quickly becoming the norm.



5. Post-Purchase: Smart Support and AI-Powered Loyalty

The customer journey doesn’t end at checkout—it simply evolves. And AI ensures the post-purchase experience is as smart as everything before it.

Here’s how:

  • AI-powered chatbots resolve common queries instantly (order status, returns, refunds)

  • Recommendation engines surface complementary products at the right time (“You bought this, here’s what goes with it”)

  • Predictive AI triggers re-engagement campaigns that feel timely, not spammy

For brands like Glance, this could mean:

  • Suggesting new AI Looks once a user has downloaded or shared a previous one

  • Reminding them to revisit saved looks added to the lock screen

  • Offering early access to trending collections based on user persona evolution

All of this builds ongoing engagement and transforms a one-time shopper into a loyal user.

When AI enhances the full cycle, customers don’t just shop. They return. They share. They advocate.



6. Case Studies: Real-World Impact of AI Across the Journey

Amazon

  • Uses AI across every stage: from personalized homepages to intelligent delivery logistics

  • Saw a 35% decrease in cart abandonment after introducing smart nudges at checkout

Shopify AI

  • Empowers merchants to build end-to-end journeys using predictive recommendations

  • Brands using Shopify’s AI tools saw up to 25% growth in repeat purchases

Glance AI

  • Starts the journey on the lock screen with personalized, shoppable looks

  • Integrates product interaction, download, sharing, and purchase in one smooth flow

  • Seeing significant engagement on post-look actions, suggesting AI-led inspiration is driving real intent

What makes all of these examples powerful? They treat the journey as a fluid continuum—not a linear funnel. And AI is what holds that continuum together.



7. What’s Next: Predictive Journeys and Autonomous Discovery

If the current state of AI in the customer journey is reactive and personalized, the future is proactive and predictive.

Imagine this:

  • Your AI knows you’ll need new gym shoes soon, based on wear pattern data or past buying cycles.

  • Your lock screen surfaces travel-ready looks two weeks before a trip (in sync with your calendar).

  • Your smart TV shows AI-curated collections while you watch influencer content—letting you shop what you’re already inspired by.

We’re entering the era of autonomous commerce—where the line between content, intent, and purchase fades.

Platforms like Glance.com are already building toward this reality by embedding AI into spaces that were once passive: idle screens, casual scrolls, in-between moments.

The journey of the future won’t start when users decide to shop. It will start when the AI knows they’re ready.



Conclusion: AI Makes the Customer Journey Human Again

Ironically, the more intelligent commerce becomes, the more human it feels.

AI doesn’t replace emotion—it enhances it. It doesn’t override choice—it simplifies it. It doesn’t dictate taste—it refines it.

AI in the customer journey is about removing friction, adding joy, and creating experiences that feel tailor-made at every step.

And Glance.com isn’t just a participant in this shift. It’s a pioneer—redefining how discovery, personalization, and decision-making come together in a uniquely Indian, deeply visual, lock screen-first format.

Want the full breakdown of how AI Shopping works and where it’s going next? Explore our AI Shopping pillar page to get the complete picture.

Because in 2025, the best journeys aren’t those with the most steps.

They’re the ones with none in your way.