Skip to Content
Immersive experiences-banner_2800x1800
Customer first

Total immersion: How immersive experiences and the metaverse benefit customer experience and operations

Organisations 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 our research, we surveyed 8,000 consumers and 1,000 organisations 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 organisations are able to benefit from these in their internal operations as well.

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.

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 organisations 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 organisations can develop and leverage them going forward.

Download the report to learn more about immersive experiences and the metaverse, as well as how organisation and customers can benefit from these transformative developments. 

Meet our experts

Charlton Monsanto

Immersive Experiences Global Offer Leader
Charlton is a business leader with expertise in consulting, technology strategy and management, user experience strategy, business development, marketing, and sales. He works with clients globally to deliver exceptional client solutions and drive revenue growth – implementing traditional and new technologies. His passion is listening to clients, imagining and innovating a variety of solutions, and partnering to meet their unique challenges. His superpower is combining trends, empathy and design with technology best-practices to solve for the ever-evolving new normal in customer and employee engagement strategies.

Darshan Shankavaram

Expert in Digital Customer Experience

Alex Smith-Bingham

Expert in All Channel Experience, Customer Experience

Jiani Zhang

EVP and Chief Software Officer, Capgemini Engineering
As the Capgemini Software Engineering leader, Jiani has proven a track record for supporting organisations of all sizes to drive business growth through software. With over 15 years of experience in the IT and Software industry, including strategy and consulting, she has helped business transform to compete in today’s digital landscape.

    Stay informed

    Subscribe to have the latest report from the Capgemini Research Institute delivered direct to your inbox.