Key Experience Strategy Trends for 2023, Trend 5: Hybrid is Here to Stay

Hybrid is here to stay. Church, school, shopping, concerts, and theater are all hybrid for good. IRL alone will continue to wane. 

The pandemic had many effects on customers, especially when it comes to their comfort using new technologies. People are not going back to 2020 patterns. Instead, they’ve leapfrogged to 2030 in terms of comfort with things like AI and virtual experiences.

Healthcare professionals, vacation planners, financial and tax advisors, and retailers have all seen significant increases in virtual visits from 2021-2022. 

Our research shows that most people expect companies to provide in-person, virtual, and hybrid experiences. Since the operational difficulties of providing all three for every service or experience can be onerous, we challenge companies to make decisions about what to offer, where, and when by understanding their customer’s needs contextually. 

Check out our Experience Strategy Trend Report and contact Stone Mantel for more tools and techniques that you can use to optimize your roadmap for your customer’s needs.