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2016 will be remembered as a year in which multiple new technologies give us the chance to redefine the customer experience (CX). Virtual reality (VR), augmented reality (AR), robotics, and the Internet of Things (IoT) hardware solutions are entering the mainstream. Each one of these technologies takes CX out of our pocket and off the mobile screen, inserting our digital lives into the world around us and generating vast amounts of data.
In this piece, we have examined how these technologies will come together and create new opportunities for the enterprise. We summarize actionable next steps for businesses to adapt to a world in which the customer journey is nonlinear and there is a constant shift between online and in-person interactions.