The metaverse is being heralded as the next frontier in digital transformation, presenting many opportunities for businesses across domains with virtual showrooms, product try-ons, in-verse support, and virtual connects, propelling the need to enhance Customer Experience (CX) and Employee Experience (EX).

However, organizations continue to grapple with challenges such as identifying appropriate use cases for the metaverse, curbing the abuse of virtual avatars, and mitigating data privacy risks, which can hinder metaverse adoption to improve CX.

In this report, we provide enterprises with a comprehensive overview of the metaverse, including its current state, business opportunities, and implications for the overall Customer Experience Management (CXM) market. We also offer a metaverse adoption guidebook for enterprises and describe the advantages of third-party partnerships for organizations embarking on their metaverse adoption journeys.

Scope

• Industry: all
• Geography: global

Contents

In this report, we study the impact of the metaverse on CXM and:

• Provide an overview of the metaverse, its current state, and metaverse platforms
• Describe the metaverse’s business opportunities
• Evaluate the need for CXM in the metaverse and its impact on CX and EX
• Provide an enterprise guidebook to metaverse adoption
• Describe enterprise challenges in metaverse adoption and the role of third-party providers

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

CX Excellence

Sourcing and Vendor Management