Phygital Transformation: The Future of Customer Experience

Hold on to your hats as we dive into the exciting world of Phygital Transformation! Recently in the technology arena, we have seen an explosion of innovation to meet the demand to improve the customer experience. Join us as we break down immediate technology trends and spotlight the AR/VR revolution that will transform your digital adventures in 2024!

To learn more about trends, you can read this: What 5 technology trends you should know in 2024

1. What is Phygital?

The term Phygital comes from the words physical and digital fusion – the joining of the physical and digital worlds. This means adding digital functionality to the customer’s physical experience, a process that connects the two, creating simplicity, convenience, and autonomy in the consumer journey and creating a hybrid shopping experience.

• Physical + Digital = Phygital

If we had to summarize what Phygital is all about, we would choose a few words to mention comfort, autonomy, and immersion.

This is convenient because it allows customers to complete their journey in a way that suits them. Access to the store online and offline shortens the distance between window shopping and the final purchase.

It is independent because opening up multiple channels allows a brand to empower its audience to decide how and where they shop. This will not only diversify your target audience but also increase the number of interactions with sales touch points per day. This means giving customers a choice in how they shop.

It is attractive because it puts the customer at the center of the process – here the customers themselves are part of the experience. This is presented to us in the form of retail (or shopping), the inclusion of entertainment elements in the buyer’s journey. And it goes hand in hand with the development of surrounding technologies.

2. What impact does phygital have on the customer experience

Promoting a good customer experience is crucial in every sales channel, online and offline, but phygital can make a stronger impact on that perception.

Customer needs must be met in an integrated manner across all channels. With the technologies available today, it is no longer acceptable from the consumer’s point of view to offer only one specific channel.

Frustration arises when consumers are looking for an easy solution but are directed to an automated chat service. For example, think about how you would feel if you needed to solve a problem that could have been solved with a simple email, but instead headed to a physical store. In other words, consumers must be able to do what they want through any service channel, physical or digital. This simple option makes the service experience easier.

Omnichannel services, whether online or offline, are essential to a physical strategy.

3. Technologies to improve customer experience

Phygital is all about making your life easier. Imagine switching seamlessly between online and offline mode while being the decision-maker in your shopping saga. It’s like a VIP pass to a shopping spree with an entertainment twist – you and you are the star of the show!

• Technical marvels in play: virtual realities, metaverses, and NFTs

Hold on to your virtual hats because the wonder of Phygital lies in technologies like Virtual Reality (VR) and Augmented Reality (AR). These technological marvels create experiences that move seamlessly across all your devices.

• Metaverse Magic: Where the Web Meets Everyday

Witness the Metaverse transform into a Phygital wonderland, bridging the web universe and your everyday adventures in the exciting landscape of Web 3.0.

• NFTs: Beyond Digital Tokens – Your Ticket to Physical Treasures

Say goodbye to the era of digital-only NFTs. They are now your passport to owning unique physical objects. It’s a digital and physical friendship that redefines collecting.

• Blockchain: Securing the Digital Kingdom

Enter Blockchain, the unsung hero of keeping your digital treasures safe.

It ensures that you are the rightful owners by keeping your digital assets under lock and key in a highly secure blockchain network.

Are you ready for a technological adventure? Join us at ITC to shape your digital journey and transform it from great to unique. We look at your current customer journey and provide you with customized and tailored digital offers. Keep your tech radar sharp by following us at ITC Group, your technology partner for global software development and innovation. Let’s ride the Phygital wave together and redefine what’s possible in the digital world!