Building a Great Customer Experience in the Metaverse

The metaverse presents a once-in-a-generation opportunity to reinvent the consumer experience, by incorporating greater elements of interactivity, personalization, and adventure in your company’s interactions with customers. The metaverse can help put consumers in the driver’s seat in at least three major ways: 1) by creating new ways to discover and explore products; 2) by helping to fuse physical and virtual product experiences in more meaningful ways; and 3) by reestablishing connections between people and brands through “digital humans” — AI-powered bots that can interact with users in virtual environments. Being able to parlay insights from the virtual to the physical world, and vice versa, will become key to understanding consumer behavior and experiences for marketers, product designers, store planners, and CX professionals across industries.