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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


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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