Trends Report

Brief: What CX Pros Can Learn From Pokémon Go

Anticipatory CX Meets Augmented Reality In This Worldwide Smash Hit

October 17th, 2016
James McQuivey, PhD, VP, Research Director
James McQuivey, PhD VP, Research Director
Ryan Hart, null
Ryan Hart
With contributors:
Frederic Giron , Diane Deng , Michael Barnes , Bill Nagel , Anna Berman

Summary

The Pokémon Go phenomenon has washed across the globe like a tsunami, and while the pace at which it is subsiding is as rapid as its inundation, it leaves valuable customer experience (CX) lessons in its wake. The game's success reveals key elements that any firm can borrow to create its own powerfully engaging multisensory experience. This brief examines what it is about Pokémon Go that got our brains so hooked on chasing unpredictable, intrinsic rewards and what CX pros can do to seduce customers and deliver and sustain compelling experiences that cement their loyalty.

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