Many brands are using AI now to help predict customer behavior and deliver more personalized and creative marketing messages. But while AI can help ensure that the right offer reaches consumers at any touch point along their journey, it often isn’t sufficient in creating a dynamic customer experience. For instance, a self-service chatbot that can’t connect customers to live representatives may convey that the company prioritizes cost savings over helpfulness.
To this end, employing customer service agents and integrating AI into critical parts of the customer experience — from producing timely offers to providing service representatives with relevant information — can help brands deliver holistic customer solutions.
On this front, virtual reality is the viewing of a computer-generated, lifelike scenario. At the same time, augmented reality is the viewing of the real world augmented with visual, haptic, olfactory or visual additions. VR and AR offer different experiences, but both are profoundly shaping the marketing world today.
As a case in point, VR and AR are being used to supplement and improve customer experiences online and at events. Generally speaking, this is a trend that marketers have been slower to adopt because of pricey equipment and bulky headsets. But, as VR glasses and AR apps become more accessible, businesses can expect to add this technology to their marketing strategy.