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Customer first

How immersive commerce is making the shopping experience extraordinary

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Immersive technologies have the potential to radically transform how customers interact with brands and products, pushing the user experience to new heights. Ordinary digital engagement is no longer enough.

Retail has evolved drastically, accelerated by the global pandemic. Online sales surged to represent 14% of all retail sales in 2019. This figure is expected to reach almost 25% by 2027, as indicated by Statista report on total retail sales worldwide from 2015 to 2027, prompting questions about retailers adopting innovative tools for enriched customer experiences. Traditional stores have transformed, and so have the websites, but they do not always meet expectations. Now, step into the new era-immersive commerce.

This point of view explores immersive commerce and omnichannel customer experiences that use multiple touch points. It focuses on how immersive commerce elevates the capabilities of both customers and in-store sales associates, thereby facilitating seamless connections in virtual/physical contexts. This point of view also looks at how the role of the interface is being redefined; transforming interactions among customers, customer service, and in-store advisors.

Key highlights:

A new human/virtual omnichannel experience: Go beyond traditional e-commerce with augmented and virtual reality, seamlessly connecting the physical and digital realms.

Virtual smart spaces: Understand how immersive commerce transforms brick-and-mortar stores and websites into virtual smart spaces, offering a new dimension to the retail experience.

Real-time empowerment: Discover how customers are empowered with real-time engagement, featuring product visualization, manipulation, customization, virtual showrooms, and more.

Disrupting the ordinary: Creating extraordinary customer experiences, boosting conversion rates, driving impulse purchases, and fostering deeper customer-brand relationships.

Capgemini can help you drive business growth by embracing immersive technologies at scale. We strategize, design, build, and execute immersive experiences that are contextually relevant, multi-sensory, and emotionally engaging.

Whatever your brand maturity or experience in immersive technology, contact us to learn how our experts can help you shape your commerce future.

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Immersive commerce experience

Meet our experts

Amish Desai

Global Head of Immersive & Experience Design, Digital Customer Experience
With 20+ years in digital transformation, Amish has led Fortune 100 firms to profit through design and product innovation. Highlights include training 2,000+ CPG staff in Design Thinking, pioneering digital-first ventures in finance, and launching connected commerce for a century-old retailer. His pinnacle achievement is forming global teams that excel in crafting digital customer experiences at the nexus of immersive tech, customer insight, and business value. He teaches UX design, product, and strategy in academic and entrepreneurial institutions as a token of gratitude for those who have assisted him over the years.
Xaviere Tallent – Our Expert

Xaviere Tallent

Global Commerce Realized Offer Lead
With over 30 years of experience in data-driven digital commerce transformation, Xavière has helped organizations successfully reinvent their business and leverage new technologies to deliver better online and offline customer experiences, throughout the value chain. As a commerce trend expert, with a deep industry expertise, she assists her clients in putting their customers first to drive business value at scale.

Alexandre Embry

Vice President, Head of the Capgemini AI Robotics and Experiences Lab
Alexandre leads a global team of experts who explore emerging tech trends and devise at-scale solutioning across various horizons, sectors and geographies, with a focus on asset creation, IP, patents and go-to market strategies. Alexandre specializes in exploring and advising C-suite executives and their organizations on the transformative impact of emerging digital tech trends. He is passionate about improving the operational efficiency of organizations across all industries, as well as enhancing the customer and employee digital experience. He focuses on how the most advanced technologies, such as embodied AI, physical AI, AI robotics, polyfunctional robots & humanoids, digital twin, real time 3D, spatial computing, XR, IoT can drive business value, empower people, and contribute to sustainability by increasing autonomy and enhancing human-machine interaction.