Trends Report

The CX Fusion Imperative

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

July 19th, 2017
Julie Ask, Vice President, Principal Analyst
Julie Ask Vice President, Principal Analyst
Allegra Burnette, null
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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