Marketer's Toolkit 2019 – CX: Online to offline

Part of WARC's Marketer’s Toolkit 2019, this report shows why offline experience will matter as much as online customer experience (CX) in 2019.
  • Brands are trying to match digital CX advancements in the physical world, usually by digitising the offline world with gadgets but brands should start with the desired experience.
  • CX should match customer expectations and those can vary based on location and environment.
  • Brands that invest in employee training and providing staff with the necessary tools are most likely to succeed.
  • CX management shouldn’t simply be reactive and about damage control....

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