When Apple announced its Vision Pro headset in June, the hype around immersive customer experiences picked up after a long-term plateau.
Now, there is an expectation that Apple’s influence will reinvigorate CX creativity and the adoption of extended reality (XR) technologies.
Of course, this will take time, largely due to the initial high price-point of the software.
Nevertheless, there are already immersive experience use cases driving value in customer support and beyond.
In this roundtable, three experts share examples of such use cases, longer-term trends to keep an eye on, and tech partners that can support immersive CX projects. They are:
- Amit Kalley, CEO of Infosys Equinox
- Eric Jorgensen, Vice President of Enterprise EMEA at Zendesk
- Jonathan Maher, Head of Contact Center Specialists at Avaya Europe
Read on to capture their thoughts on this resurging topic, which will likely gain momentum in the coming years.
Share an Immersive Customer Experience Success Story (The Examples)
Dubai Electricity and Water Authority (DEWA) Builds a Customer Happiness Center
Maher: Avaya (with its local partner Moro) and the Dubai Electricity and Water Authority (DEWA) have enabled immersive CX via the DEWAVerse platform.
In this virtual environment, customers have their own private space in the metaverse to see their electricity and water consumption or carbon footprint. They can also interact with live or virtual agents, pay bills, and more.
It’s been so successful that DEWA’s contact centers are now called"customer happiness centers".
Moreover, customers can contact DEWA using this immersive experience alongside various communication channels, including phone, email, video, and text.
DEWA has integrated all these multi-channel engagements so that customers can seamlessly transition from one medium to another as they engage with live and virtual agents.
Finally, Avaya utilized AI in building a dynamic workflow that can identify, assign, and prioritize registered callers so they receive the appropriate level of service.
A Food & Beverage Retailer Creates a One-Click Commerce Mechanism
Kalley: Infosys Equinox collaborated with a prominent global food and beverage (F&B) retailer specializing in cheese, condiments, drink mixes, and more items.
Despite active consumer engagement on their digital platforms, they spotted an unmet need: to guide consumers in crafting recipes with their products.
Infosys swiftly addressed this gap by implementing its pre-built microservices, facilitating recipe assistance, and extending the functionality to enable consumers to order all necessary ingredients with a single click.
The integration with leading online retailers and quick commerce providers resulted in a 20 percent surge in site visits and a substantial increase in orders through the one-click mechanism.
Beyond this direct-to-consumer capability, Infosys established a digital hub for a cohesive customer experience across its extensive network of 250+ global brand sites.
Liberty Leverages AI to Close the Gaps Between Customers and Service Agents
Jorgensen: Liberty, London's luxury department store, is adding AI to its service operations to build more immersive customer experiences.
First, it leveraged AI for ticket classification and routing across multiple channels, including phone, chat, and email.
Then, the brand used AI to accurately identify customer intent and sentiment, directing issues to the right agents and resulting in speedy resolutions.
Next, Liberty plans to extend AI's role in tackling ticket backlogs, automating routing based on agent skills and customer needs, which will cut manual triage efforts.