Introducing Hybrid CX
A framework to align consumer expectations with business goals
What factors and considerations impact hybrid CX
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To optimise the customer experience, we need to understand how consumers experience brands digitally and in "real life," and how both experiences contribute to customer acquisition and loyalty.
This report describes a hybrid CX framework that pays respect to the evolving, hybrid reality of our digital-physical world. It’s written for brands that aspire to provide a consistently great customer experience both globally and locally.
Nearly 80% of company executives now see improving CX as a high or critical priority. And while CX can encompass a wide array of experiences and brand touchpoints, hybrid is typically the centrepiece.
The current state of consumer expectations
How to align your marketing with hybrid CX
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Hybrid CX is the most tangible manifestation of a business or brand, and therefore essential to the overall CX.
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