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For Customer Experience Professionals

The CX Fusion Imperative

Deliver Experiences That Holistically Fuse The Human, Digital, Physical, And Virtual Realms

July 19, 2017

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Why Read This Report

Designed experiences are fusing human, digital, physical, and virtual elements more and more — interconnecting people, places, and objects with data; letting customers move across channels; and offering better interfaces for interactions. But most companies trying to design a fused customer experience (CX) fall short. This report describes how to do better by creating holistic CX — through researching your customers' human experience and designing experiences like landscapes.

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Table of Contents

  • Experiences Are Fusing, And Your Customers Like It
  • Take A Holistic Approach To CX Fusion
  • Recommendations

  • Start The Journey Toward Holistic CX Now
  • Supplemental Material
  • Related Research Documents

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