{"id":646327,"date":"2022-12-08T08:30:00","date_gmt":"2022-12-08T13:30:00","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=research-and-insight&#038;p=836633"},"modified":"2024-03-15T02:34:36","modified_gmt":"2024-03-15T06:34:36","slug":"total-immersion-how-immersive-experiences-and-the-metaverse-benefit-customer-experience-and-operations-2","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/ca-en\/insights\/research-library\/total-immersion-how-immersive-experiences-and-the-metaverse-benefit-customer-experience-and-operations\/","title":{"rendered":"Total immersion: How immersive experiences and the metaverse benefit customer experience and operations"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Immersive-experiences-banner_2800x1800.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Immersive-experiences-banner_2800x1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Immersive-experiences-banner_2800x1800.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Immersive-experiences-banner_2800x1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Immersive-experiences-banner_2800x1800.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Immersive-experiences-banner_2800x1800.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Immersive-experiences-banner_2800x1800.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Immersive-experiences-banner_2800x1800.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Immersive-experiences-banner_2800x1800.jpg\" class=\"header-img header-img-d\" alt=\"Immersive experiences-banner_2800x1800\" style=\"object-fit:cover;object-position:48% 67%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Total immersion: How immersive experiences and the metaverse benefit customer experience and operations<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/CRI_Immersive-Experience_Web-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download the report<\/span><span class=\"type\">4 MB  pdf<\/span><\/a><\/div><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/12\/Final-Infographic-Immersive-Experiences-the-Metaverse.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download infographic<\/span><span class=\"type\">987 KB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\" id=\"quoteWrapper\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=836633\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=836633&amp;text=Immersive%20experiences\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=836633&amp;text=Immersive%20experiences\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p>Organizations are putting improvement of their <a href=\"https:\/\/www.capgemini.com\/services\/customer-first\/customer-experience\/\">customer experiences<\/a> 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, <strong><em>Total immersion: How <a href=\"https:\/\/www.capgemini.com\/services\/customer-first\/customer-experience\/immersive-experiences\/\">immersive experiences<\/a> and the metaverse benefit customer experience and operations<\/em><\/strong>, we examine the potential and impact of these technologies.<\/p>\n\n\n\n<p>As part of our research, we surveyed 8,000 consumers and 1,000 organizations across various sectors and geographies. We supplemented this research with in-depth interviews with executives and technology partners in this space, as well as social listening. We found that there is high customer interest in immersive technologies and organizations are able to benefit from these in their internal operations as well.<\/p>\n\n\n\n<p>Looking to the future, the potential of immersive experiences is immense. Consumers are excited about immersive technologies, being particularly curious about the metaverse, and immersive experiences will ultimately help brands to differentiate their customer experience and strengthen their operations.<\/p>\n\n\n\n<p>Several factors, however, are holding back the widespread adoption of immersive experiences and the metaverse. Significant concerns remain on the consumer side surrounding issues like privacy and safety, while organizations are faced with scaling challenges. In this report, we analyze the current state of immersive experiences in detail and also offer concrete suggestions for how organizations can develop and leverage them going forward.<\/p>\n\n\n\n<p>Download the report to learn more about immersive experiences and the metaverse, as well as how organization and customers can benefit from these transformative developments.&nbsp;<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h3 data-maxlength=\"34\">Meet our experts<\/h3><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2024\/11\/DotCom-Banner_Intelligent-business-operations.jpg\" alt=\"This is banner photo for Intelligent business operations. 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