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

Share This Post

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

More To Explore


Improving media literacy could boost trust towards the news, IMPRESS report suggests

The UK media is regulated by the likes of IPSO and Ofcom. The report by press regulator IMPRESS highlights the link between low levels of media literacy and trust in the news. The study found that three quarters of those who did not know if journalists were regulated did not trust the news. It suggests that improving media literacy is one way to stem the erosion of trust, and shows that audiences have an appetite for information on news processes. Stakeholders need to collaborate in order to rebuild trust in the news, and independent media is well placed to do this. Read full article here

Human Interest Story

Lawsuit Claims Microwave Mac and Cheese Takes Too Long

Kraft Heinz is facing a new lawsuit from a Florida woman claiming that their microwavable Velveeta Shells and Cheese cups do not actually take only 3.5 minutes to prepare, as advertised. Lead plaintiff Amanda Ramirez’s lawsuit alleges that the four steps required to prepare the meal means that it takes longer than 3.5 minutes, and has asked for at least $5 million in punitive damages. Kraft Heinz have defended the allegations, but the case will likely take more than 3.5 minutes to resolve. Read full article here

Do You want to embrace intellectual freedom and join our premium users?


The occasional email full of conversation-worthy content