Are companies merging the digital and physical customer experience?

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Digital technology, and particularly the growth of mobile provides many opportunities for brands to integrate the physical world with digital.

This could be providing information about offline locations, opening hours, optimising for mobile search, or offering reserve and collect services.

According to our Reducing Customer Struggle 2013 report, produced in association with IBM Tealeaf, just under two thirds of respondents are including information on offline locations, contact details and opening hours on their websites.

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