Augmented reality may sound like something very futuristic, but it’s very likely that you’ve already used Augmented Reality (AR) in some fashion. Have you ever played Pokemon Go? Used a Snapchat Lens? Perhaps an Instagram face filter? Memoji and Facemoji are pretty hot these days, especially combined with TikTok. AR works by superimposing digital images, text, 3D renders, or animation over a live view of the real world.
At the inagural CX Talks event, Will Payman, Macquarium's VP of Strategy, and Internet of Things (IoT) consultant Miguel Garcia delivered a presentation on how smart devices and services can be powerful tools to augment and improve your customer's experience. With estimates of over 50B smart devices by 2020, there will be an explosion in touch points that Customer Experience professionals will have to create, manage, and optimize. This will require new thinking about the components of an experience, a potential shift from products to services, and new ways of measuring the experience. We believe that there are 3 things companies should be considering when they think about the next wave of experience building.