VR, AR, and gamification are nascent and inconsistent, with few pilots demonstrating traction and results. Pilots are isolated from the larger customer journey picture and CX strategies.
Goals and Objectives
AR and VR can create new multisensory paths to explore products and services and to experience them in life contexts. Examples include fashion apparel (look and sizing), home furnishings (layout and configuration), and food (recipes and menus). AR and VR create rich contextualized experiences that “explain and describe” the value and uses of products.
AR/VR, multiple digital and mobile devices, IoT, mobile apps, loyalty apps, 5G connectivity, mobile device management (MDM/UEM), and edge infrastructure
Use Case Summary
The use of AR/VR throughout the customer journey enhances the customer experience, from discovery, purchase, and use.