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

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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 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.

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 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.

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. 

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.

Alex Smith-Bingham

EVP, Global Application Business Line Leader, Digital Customer Experience
With over 30 years of expertise in business and technology transformation, Alex has been instrumental in helping global brands reinvent their businesses and transform their customer experiences across numerous industries. Today, he leads a talented team of over 12,000 CX architects, consultants, and platform experts worldwide, harnessing advanced capabilities and technologies like AI to craft and deliver hyper-personalized experiences that drive growth, customer satisfaction, innovation, agility, and profitability for our clients.
Jiani Zhang

Jiani Zhang

EVP and Chief Software Officer, Capgemini Engineering
As the Capgemini Software Engineering leader, Jiani has proven a track record for supporting organizations 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.

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