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For Customer Experience Professionals

Brief: Disney Leads The Charge Across The Digital-Physical Divide

The Magic Kingdom's $1 Billion Bet On Technology Signals A New Era Of Digitally Enhanced Customer Experiences

April 24, 2014

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  • By Tony Costa
  • with John Dalton,
  • Corey Stearns

Why Read This Report

Disney has spent $1 billion on MyMagic+, a next-generation technology-fueled customer experience that transforms the way its guests play, stay, and pay at the "most magical place on Earth." Disney isn't alone in this endeavor — major brands including Major League Baseball, Macy's, Starwood Hotels & Resorts Worldwide, and Starbucks also turn to digital technologies to reinvent their in-venue experiences. This report examines how the distinctions between online and offline are becoming irrelevant and why hybrid experiences that seamlessly blend physical and digital experiences will be the rule, not the exception, in the years to come.

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