Articles
I dislike the term phygital, period, but especially in a marketing or customer experience context.
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Customers have higher expectations when it comes to personalization, smooth omnichannel experiences, 24/7 access and control of their own narratives.
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Shopping on the internet simply can’t replicate the tangible, up-close-and-personal experiences that remain ideal for many kinds of products.
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Studies have repeatedly found brands falling short of customer expectations when it comes to delivering winning CX, especially in the hybrid retail world.
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Many retailers are trying to make the so-called "offline-online" connection work. Most consumers don't actually care about it.
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How brands can embrace the phygital to improve the customer journey.
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There's more to the mall than the food court. It's a haven for companies embracing hybrid customer experiences.
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The customer experience in the London “Tube” was enlightening and gives a peek into the future of digital CX. There remains room to grow.
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As consumer dollars shift away from goods and toward experiences, it may not seem like the best time for brands to bet on physical retail space for revenue.
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