The State Of Digital Experiences: Below The Glass

Future experiences will have the potential to be both more invisible and more immersive. “Below-the-glass” technology will help brands anticipate the needs of their customers. If brands are successful, customers will actually engage with them less often on their websites, mobile apps, or contact centers. At the same time, the ways in which consumers access internet services (i.e., on-the-glass experiences) will be increasingly human-like and ultimately more immersive as appropriate. This is part of a two-report series about below-the-glass and on-the-glass technology. This report uses data from our executive survey to define the state of digital experiences below the glass.