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