Trends Report

The CX Fusion Imperative

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

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


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.