The game is on


The experience revolution

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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.


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Meet the authors

Philip Dalzell-Payne

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, Global Partner, IBM iX


Carolyn Heller Baird, Global Research Leader for Customer Experience and Design, IBM Institute for Business Value


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