The Hyper Experience
In this year’s research, we explore what it takes for brands to conceive and deliver a “hyper-experience” that can win minds and hearts. How can customer experience (CX) give people compelling reasons to buy? What aspects of the experience can be enhanced to ensure shoppers come away with a feeling not just of satisfaction and financial value but of pleasure? In this report, we answer those questions, drawing on findings from our fifth annual CX survey.
In 2022, Havas continued to make the research more global and deployed the X Index across ten countries—USA, UK, France, China, Mexico, India, Italy, Germany, Portugal and Spain—surveying 50,000 adults on more than 500 brands. These brands operate in a variety of industries, from fast food and fashion to transportation, technology, and finance, and include both 'bricks and clicks' (bricks-and-mortar brands that have gone through the digital transformation) and 'pure players' (digital native, online only).