As digital transformation accelerates worldwide, growth in online shopping has created opportunities not only to reimagine brand relevance, but also to rethink the end-to-end customer experience. Dr. Tiffany Raymond, head of global customer advocacy, at PayPal, talks with eMarketer editorial director at Insider Intelligence Rimma Kats, about steps you can take to optimize your product, cart and checkout pages to help reduce cart abandonment, improve conversion, increase spend and boost customer loyalty.

Dr. Tiffany Raymond, Head of Global Customer Advocacy, PayPal, earned her BA, 2 MAs and then her PhD from the University of Southern California. Dr. Raymond has been at PayPal for 7 years where she leads Customer Advocacy, a part of the Global Revenue Operations & Enablement organization. In this role, she consults with merchants globally on CX and UX best practices around ecommerce and checkout.