Trends Report

The CX Fusion Imperative

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

July 19th, 2017
AB
Allegra Burnette
With contributors:
David Truog , Martin Gill , Gabriella Zoia

Summary

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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