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
Julie Ask, null
Julie Ask
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.