Create the best online and offline customer experience

Let’s get phygital, phygital. I wanna get phygital….. Today’s opportunity is all about giving power to the Customer to customize the customer experience through the blend of physical and digital. Love a bit of 80s pop also which this word reminds me of Olivia Newton-John ☺

In hospitality, while booking online where you want to stay is nothing new, booking what you’re going to do and eat is. The last thing you want is to book a holiday to turn up and find you can’t take part in the activities you want to. 

A few great examples of enabling personalisation and maximising revenue generation I’d call out are One Journey Journey Hospitality ecommerce platform, and Center Parcs enabling pre-book activities and meals.

Are there any great examples you have seen? In Retail, I like how Charlotte Tilbury Beauty magic mirror using augmented reality in their stores to overlay your make-up without touching your face.

As Steve Jobs said, you need to start with the customer experience. Customers, don’t delineate between digital and physical. If it’s a great idea that makes their experience better and more enjoyable, that’s all that matters.