The Future Is ‘Phygital’: What Customer Experience Experts Need To Know

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The future of commerce is “phygital” — the harmonious connection of physical and digital touchpoints to better address customer needs. An example of phygitality would be a physical store with sales representatives that already know customer preferences by looking at their online profiles. But for companies to thrive in a phygital future, customer experience (CX) experts must make CX more customer-centric. Oftentimes, this means just talking to their customers to understand their perspectives. With the right research tools, CX experts can hold in-depth conversations with customers quickly and at scale. Read full article here

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