Immersive CX: Unlocking a new level of experience

Are you ready to dive into the future of customer experience? Today, we’re stepping into the world of immersive technologies, where the boundaries between reality and digital blur and a new level of customer experience is reached — to create an immersive CX. Ever wondered how immersive technologies can revolutionize how brands connect with their customers? Read on to discover how these cutting-edge tools are setting a new standard for CX.

Published ·September 25, 2023

Reading time·3 min

In the competitive landscape of today’s business world, securing customer loyalty is like hitting the jackpot, and here’s where immersive CX truly shines for both brands and customers. Picture this: your customers not only interact with your brand but become a part of it.  

Virtual reality (VR) and augmented reality (AR) experiences virtually whisk them away to a world where your products and services come to life. The result? A profound connection that keeps them coming back for more, creating a tribe of loyal advocates. And the best part? There are already some trailblazing brands making the most of immersive customer experience.  

For example, apparel brand Lacoste is providing immersive shopping experiences for their summer collection in their virtual store, where customers can choose from three different music tracks to play while they shop and preview looks.  

The lower level, called Underwater, is dedicated to Lacoste’s NFT-based loyalty program, where holders of Lacoste’s UNDW3 NFT passes can access an exclusive apparel collection. When VIP-ers purchase a physical piece of clothing, they’ll also receive an NFT version of the same item and an AR feature by scanning a QR code. Pretty cool, right? 

The value of unforgettable storytelling with immersive CX 

Stories are the heart of brand communication. Immersive technologies allow you to tell unforgettable stories around your brand in ways you’ve never imagined. Through immersive narratives, you can virtually transport your customers to different worlds, eras or scenarios, immersing them in your brand’s story. This kind of storytelling will create emotional connections with customers that resonate deeply. 

Now, let’s talk numbers. Immersive technologies, if used correctly, have the power to skyrocket revenue. With immersive features like interactive 3D product tours, virtual showrooms and personalized AR try-ons, customers are more likely to convert.   

These experiences are gaining momentum with customers, too. For example, potential homebuyers can take a VR tour of a property, or a fashionista can try on clothes from the comfort of their living room. How about travelers planning a dream vacation and stepping into a 360-degree VR tour of a hotel, where they can see their room, the view from the balcony and the hotel bar? These immersive customer experiences engage and drive sales, boosting the bottom line. 

Six key advantages of immersive CX 

Immersive CX is about more than captivating visuals and cutting-edge technology. It’s about redefining how your brand connects with customers. Not quite convinced? Here are six key advantages that can move your brand toward a brighter, more engaging future. 

  1. True differentiation: Immersive customer experiences can set brands apart from competitors, creating a unique and memorable identity that stands out in the market.   
  1. Active engagement: Immersive interactions drive a higher engagement rate, leading to increased time spent with the brand and its offerings.   
  1. Emotional connection: Immersive CX evokes emotions, fostering a deeper and more meaningful connection between customers and the brand.   
  1. Valuable data insights: Immersive technologies provide brands with valuable data on customer behavior, preferences and interactions, enabling them to refine their customer journeys.   
  1. Product understanding: Immersive tech can allow customers to better understand the brand’s offerings, which can reduce the cost of their customer support operations.   
  1. Communication opportunities: The adoption of immersive customer experiences can attract media attention and positive PR opportunities, further boosting the brand’s visibility and reputation. 

The road ahead 

As we look ahead, artificial intelligence (AI) is set to play a pivotal role in enhancing immersive CX. AI-driven personalization, predictive analytics and real-time adaptability will bridge the gap, making these technologies more accessible and compelling than ever before. Brace yourself for a future where AI and immersive tech join forces to create immersive customer experiences that are out of this world. 

The journey is underway, and the future is looking more immersive than ever. Stay tuned as we continue to explore the exciting landscape of tech-driven customer experiences. 

To find out how Foundever can help you unlock a new level experience, read the ISG report “Foundever™ empowers the metaverse customer experience.”