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For Customer Experience Professionals

The Extended Reality Opportunity Today: Your Employees

Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is

April 4, 2019


  • By Jennifer Wise,
  • Samuel Stern
  • with David Truog,
  • Amanda Chen,
  • Shayna Neuburg

Why Read This Report

The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie apocalypse have dwindled; XR's adoption among consumers remains low, and its use cases are narrow. In the workplace, however, it's a different story. This reports explains how customer experience (CX) pros can use XR now to: 1) better enable employees to deliver good CX; 2) improve employee and B2B customer experiences; and 3) prepare to deploy XR to consumers in the future.

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Table of Contents

  • Roll Out Extended Reality To Employees — Not To Consumers Yet
  • Extended Reality Improves Training, Performance, And Empathy
  • Recommendations

  • Get Started Today With Deploying XR To Employees
  • Supplemental Material
  • Related Research Documents