The Future of Experiences in the Metaverse

The Future of Experiences in the Metaverse

This IDC Perspective discusses how the advent of Web3 technologies and other metaverse components will have an impact on the future of customer experiences. It highlights the key factors that make it relevant to consider these technologies now, which of these technologies should be key considerations for forward-thinking CX leaders and tech buyers, and ideas for innovating future experiences for business resiliency with a view toward achieving customer and business outcomes."While we recognize that mainstream metaverse customer experience use cases that result in real customer value are still a long way off, customer expectations will continue to rapidly evolve with the advent of Web3/metaverse technologies in their personal life," said Sudhir Rajagopal, research director at IDC. "In turn, this will undoubtedly have an influence on their demand and preference for similar experiences from brands, evolving the relationship to one which is built on value-based, empathetic outcomes and memorability. Organizations can prepare by acting on foundational elements of data, security, and customer privacy; strategizing on new business models; and perfecting experience outcomes across the whole journey experience and spanning the organization's CX ecosystem. Organizations that already have plans in place to provide a metaverse customer experience will have an upper hand."

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