{"id":1823,"date":"2024-03-12T00:00:59","date_gmt":"2024-03-12T00:00:59","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&p=1823"},"modified":"2026-02-20T14:53:22","modified_gmt":"2026-02-20T14:53:22","slug":"augmented-reality-customer-experience","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/ja-jp\/resources\/blogs\/augmented-reality-customer-experience\/","title":{"rendered":"The Next Step for CX: Augmented Reality Customer Experience"},"content":{"rendered":"\n\n
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Blogs<\/div>\n

The Next Step for CX: Augmented Reality Customer Experience<\/h1>\n
Published: 3\u6708 12th 2024<\/div>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n\n\n\n\n
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Earlier this year, and to great fanfare, Apple released its latest world-changing technology;\u00a0the Vision Pro headset.\u00a0<\/a>The headset had inspired curiosity from the day of its announcement. When every other tech giant seem determined to go all-in on generative AI, Apple surprised the world by side-stepping the hype and announcing its new Virtual Reality (VR) offering.<\/p>\n

VR has been something of a tech holy grail in the last decade. The idea of an immersive online space, controlled by physical gestures from the user, through which users can interact with billions of others around the world, was seen as an achievable, significant goal. If science fiction was to be believed, the company that could control this virtual world would become an era-defining giant.<\/p>\n

That\u2019s what Meta tried to do in 2021<\/a>\u00a0going so far as to change their name (formerly Facebook) to match. But, with the arrival of generative AI, the Metaverse has lost much of its sparkle.\u00a0Some tech pundits are now claiming that the idea of a \u2018metaverse\u2019 is dead<\/a>. It\u2019s hard to say that they\u2019re wrong.<\/p>\n

So what went wrong with the Metaverse? What does Apple\u2019s new headset mean for the future of VR? And what does this mean for the future of Customer Experience (CX)?<\/p>\n

Interested in learning more about how Content Guru can help your organization face the future? Download our new whitepaper,\u00a0Brace for Impact: Preparing Your Business for the Generative AI Tidal Wave.<\/b><\/a><\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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Customer Experience in the Age of Augmented Reality<\/strong><\/h2>\n

To understand what changed, we need to know the difference between Virtual Reality and Augmented Reality.<\/p>\n

In short, Virtual Reality describes a complete virtual world, realized in 3D, and accessed via headset (or other immersive technologies). Virtual Reality is often used in the context of video games, which provide similar virtual spaces in which millions of people interact every day. In principle, it should be easy to convert the technology to support other activities, whether for leisure, or work.<\/p>\n

As always, it\u2019s not that simple. High-level video games require expensive, highly specialized systems to run, and the infrastructure supporting online interactions is an even greater burden on the providers.\u00a0Scaling this technology to support a persistent, immersive Metaverse for billions of people would require a 1,000 times increase in computational efficiency.<\/a><\/p>\n

That\u2019s where Augmented Reality (AR) comes in. Where VR creates an entire virtual world, AR adds to existing one. And AR is already all around us. From QR codes to phone apps, the digital world is overlaying and interacting with the physical one. It requires much less compute resource; why create a complete virtual world, when you can just overlay the existing one?<\/p>\n

Whilst Apple\u2019s new headset does allow users to enter completely visual worlds, what users are really excited about is its AR potential. Windows can be \u2018placed\u2019 in the world, where they will remain, fixed in one location, even when the user moves away. In practice, this looks like work-related tags positioned over the desk, timers over the kitchen counter, or streaming services in the living room.<\/p>\n

The headset also introduces a new kind of video chat, employing \u2018avatar\u2019s created by scanning the users face in real time. Despite its steep price tag, it\u2019s clear that\u2019s Apple\u2019s innovation will transform the ways users communicate and interact with technology. As the technology grows in popularity, we\u2019re likely to see the rise of imitators looking to capitalize on its success.<\/p>\n

And businesses need to be ready to keep up.<\/p>\n

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Preparing for Augmented Reality Customer Experience<\/strong><\/h2>\n

Today\u2019s customer experience is\u00a0channel agnostic<\/b>. That means, whichever channels of contact your customers prefer, you should be ready to answer. And each channel of communication offers different opportunities.\u00a0Recently, video has grown increasingly popular as a channel of customer communication.<\/a>\u00a0Video allows the customer to share more information than could be communicated via voice or text, supporting speedier resolutions, effectively \u2018bringing\u2019 the agent into the customer\u2019s world.\u00a0Combined with location and file sharing, this is an Augmented Reality all of its own.<\/a><\/p>\n

AR headsets open up new possibilities:<\/p>\n