Augmented Reality Applications for Cost-Effective Service Delivery and Value-Added Customer Experience

Augmented Reality Applications for Cost-Effective Service Delivery and Value-Added Customer Experience

This IDC Market Perspective reviews how augmented reality (AR) is being used to benefit service providers and their customers. Leading print market players are squeezing print-related service margins through remote assistance tools. As these players develop additional services, they need to optimize the utilization of service support skills to provide cost-effective service delivery, while also enhancing the customer experience."In the mature print market, being able to reduce the cost of service and improve margins is a bonus for the print vendors and their channel partners," said Jacqui Hendriks, associate research director, European Print Vendor Transformation Strategies. "While technology enables customers' shift to digital businesses, creating lucrative print-adjacent and new service opportunities, service providers are challenged with skilled resources being stretched too thinly. AR-enabled service can create a win-win situation for service providers and end customers by reducing the complexities and costs of delivering physical service and delivering on an enhanced level of service required by customers to support business resilience in their shift to digital businesses."

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