Trends Report

The Extended Reality Opportunity Today: Your Employees

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

April 4th, 2019
JW
Jennifer Wise
SS
Samuel Stern
With contributors:
David Truog , Amanda Chen , Shayna Neuburg

Summary

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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