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CX 2.0 - How Augmented Reality (AR) and Virtual Reality (VR) Technologies Reset Customer Experience

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  • 34 Pages
  • April 2022
  • Region: Global
  • GlobalData
  • ID: 5684781
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The customer experience (CX) has emerged as a critical component of modern business strategy for client retention and acquisition. Building a compelling CX strategy seems worth the effort as it has quickly become a significant differentiator for many big companies. Against the backdrop, augmented reality (AR) and virtual reality (VR) technologies are gaining momentum in various sectors to offer novel customer experiences, among others. From immersive shopping experiences and product personalizations to interactive product-based content development, they are empowering companies with tools to make better pitches. Marketers can now showcase a selection of product recommendations best suited for buyers, offer them virtual tours, and allow them to have sensory experiences. Simultaneously, AR and VR can help provide immersive training, enhanced gaming experiences, and better visualization to end-users. What's more, they are likely to transform the future of health with virtual consultation, virtual rehabilitation services, and AR-based surgical platforms. The report explores the publisher's Innovation Explorer database and expert analysis to provide clients with use cases where the adoption of immersive technologies is anticipated to unlock new possibilities for businesses across sectors such as technology, media, and telecom (TMT), healthcare, construction, automotive, and consumer.

Innovations: presents real-world innovation use cases and examples related to the implementation of AR and VR technologies by companies across sectors. It casts light on how tech-enabled innovations are developing use cases that can help enterprises and startups provide superior customer experience.


  • Innovation Insights: innovation examples by each use cases segment of various sectors to present key trends
  • Vendor Map: represents a sample list of vendors in each use case highlighted in the report

Reasons to Buy

  • No surprise that technology has been a driving force in business transformation for years, but the term ‘emerging technologies' has all of the sudden become the key catalyst to drive the next wave of innovation across sectors. The sense of urgency weighs different across different sectors, where the direct customer-facing sectors are at the forefront compared to other capital-intensive sectors. Companies in one sector can take cues from successful innovations in other sectors to either draw analogies with existing products, services, and processes or transfer strategic approaches for a revolutionary transformation
  • Against this backdrop, enterprises need to understand which emerging technologies are impacting their sector and how companies are implementing them to meet various challenges
  • The innovation landscape report on AR and VR technologies published by the publisher covers some of the key trends, use cases, and real-world examples related to the implementation of emerging technologies across cross-sector applications to enhance customer experience

Table of Contents

1. Sector innovation insights: overview

2. Innovation map by sector: key use cases
2.1. Automotive
2.2. Consumer
2.3. Healthcare
2.4. Technology, Media, and Telecom (TMT)
2.5. Travel & Tourism

3. Vendor map by sector value chain: key use cases

4. Methodology

Companies Mentioned

A selection of companies mentioned in this report includes:

  • Abarth
  • AKQA
  • Andpeople
  • Applied Science and Technology Research Institute
  • Augmedics
  • AugRay
  • Burberry
  • CITIC Telecom
  • Dinner Time Story
  • Fossil
  • FRA
  • Frankfurt Airport
  • Google
  • Holoride
  • IGA
  • Inflight VR
  • Interplay
  • Istanbul Grand Airport
  • Jin Air
  • KT Corp
  • Lexus
  • MAC
  • Medacta
  • Medivis
  • MG Motor India
  • Microsoft
  • Mojo
  • MWM Interactive
  • Neuro Rehab VR
  • Nike
  • Nissan
  • Nreal
  • Onyx
  • Oxford VR
  • P.E Nation
  • Panasonic
  • peAR Technologies
  • Perfect Corp
  • Philips
  • PlayShifu
  • PortalOne
  • Qatar Airways
  • Qatar Automobiles
  • SK Telecom
  • SkullMapping
  • Spectralics
  • Tangiblee
  • Threekit
  • US Army
  • Verizon
  • Virtual Online Museum of Art
  • VOMA
  • Vuzix
  • Winerytale