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For Customer Experience Professionals

The Best Of Bits And Mortar Experiences

Benchmarks: The Digital Customer Experience Improvement Playbook

April 12, 2016

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  • By Tony Costa
  • with John Dalton,
  • Deanna Laufer,
  • Dylan Czarnecki,
  • Peggy Dostie

Why Read This Report

Today's customers live in a world where physical touchpoints, face-to-face interactions, and digital interfaces blend promiscuously. But many companies struggle to bring these elements together in ways that add value for customers. In this report, we detail the best practices that CX pros use to elevate their customer experiences with digital tools.

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Table of Contents

  • The Digital Edge: Optimized Journeys, Better Experiences
  • Recommendations

  • Experimentation, Agility Are Critical To Bits And Mortar Experiences
  • Supplemental Material
  • Related Research Documents