Customer experience challenges: bringing together digital, physical and social realms

Volume: 29, Issue: 5, Pages: 776 - 808
Published: Sep 7, 2018
Abstract
The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots).,Future customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical...
Paper Details
Title
Customer experience challenges: bringing together digital, physical and social realms
Published Date
Sep 7, 2018
Volume
29
Issue
5
Pages
776 - 808
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