Organizations are putting improvement of their customer experiences at the top of their agendas. Mixed reality, including augmented reality and virtual reality, has allowed companies to provide a differentiated customer experience. In our newest Capgemini Research Institute report, Total immersion: How immersive experiences and the metaverse benefit customer experience and operations, we examine the potential and impact of these technologies.
As part of this research, 8,000 consumers and 1,000 organizations were surveyed across various sectors and geographies. This research is supplemented with in-depth interviews with executives and technology partners in this space, as well as social listening. Findings include a high customer interest in immersive technologies, and organizations are able to benefit from these in their internal operations as well.
