This scenario describes an omnichannel customer experience (CX) in the very near future, seamlessly integrating several different physical and digital retail modes. Today, customer interactions happen via mobile, desktop, email, AI-powered chatbots, social messaging and more, but in the metaverse, customer touchpoints will be even more immersive and connected.

“The metaverse will be available in a number of different ways: VR/AR headsets, smartphones, tablets, and PCs, video chat rooms, but probably also through emerging things like holograms, digital signage, digital assets, and digital content,” says Ramón Llamas, research director of IDC’s augmented reality/virtual reality (AR/VR) team.

Lately there has been a lot of talk about the “migration” of companies…