The CX revolution: Key trends and opportunities in customer experience

By Philip Dalzell-Payne, Carolyn Baird, Saul Berman and Amanda Gosling

Customer experience - Trends

Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.

This first report in the series looks at today’s digital transformation trends and the many new initiatives companies are aggressively piloting and launching that integrate digital and physical experiences for customers. 

Game on! Download the study infographic

Download the study infographic (929KB)

 

PDF cover art with hand touching screen

 

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