When looking to the future of immersive CX using the metaverse, there are some important considerations that need to be made. Interactions in the metaverse would follow a similar principle: “Face-to-face” conversations using virtual avatars would improve the depth of the experience for organizations and consumers and bring a fresh perspective to global team meetings. As a result of the advancement in video-calling capabilities over the past decade, almost two-thirds of all business collaboration calls are now made via video. To take the personalization of the metaverse one step further, organizations could use AI to make customization decisions fully automated, allowing only certain individuals or groups to experience unique brand messaging specially constructed for them.Īs a business strategy, the metaverse looks like a worthwhile investment, as a new virtual space set to boost both customer and employee engagement. When a customer journey is tailored to the consumer’s specific needs, the customer feels valued: Seventy-eight percent are more likely to recommend, purchase and re-purchase from businesses that can efficiently personalize their CX. Deciding how personalized elements can be incorporated into customer interactions is one of the most important steps a company can make when thinking about how to expand into the domain of immersive CX.
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