The average CX Index Score for hybrid experiences – those that include at least one digital and physical channel – is 74.8, versus 72.9 for purely digital and 70.7 for purely physical experiences.*
The evolution of the dining and retail landscape has shifted from a single purpose location, to hybrid spaces blending food, beverages, work and leisure. Retail brands that want to adapt to customers’ changing needs must expand beyond narrow customer experience strategies to instead create a customer-centric approach.
Our eBook reveals how brands can create the “business of experience” and integrate personalised retail into their marketing strategy by:
- Maximising value through versatility
- Building community and social engagement
- Creating and integrating hybrid retail spaces
Download our eBook to discover more about how to deliver personalised retail experiences in 2025.
* Forrester, US Retailers Customer Experience Index Rankings, 2024, June 27, 2024
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