The customer experience now encompasses the physical and digital environments interchangeably, but many brands’ online and offline customer experience (CX) strategies operate in silos, leading to fragmented customer journeys. Delivering a consistent, unified hybrid CX requires tightly integrating these worlds into a cohesive ecosystem. When channels, data and engagement strategies converge across onsite, in-app, online, and in-store touchpoints, brands can create consistent, personalized experiences. This article will delve into the best practices for enabling hybrid CX and will look at how brands seamlessly bridge both physical and digital environments.
