The Hybrid CX Advantage

Understanding Consumer Expectations of Online and Offline Experiences

Consumers utilize both online and offline channels to research products and services and make buying decisions. Though this isn’t entirely new, we’re now witnessing an increasingly hybrid customer journey.

Digital is where discovery starts, with 96% of consumers researching purchases online. Yet most search activity is about the real world, “near me.” And local plays a strategic role throughout the customer journey.

Download Guide

Download the guide and find out:

Why local brings greater trust but also higher expectations
Concrete behaviors and actions consumers take when satisfied and when they’re dissatisfied.
Why offering a great hybrid CX is critical, as well as its key components.