Organizations expect the Metaverse and immersive experiences to be an important channel not only for consumer interactions, but also for improving employee and workforce experiences, according to the Capgemini report.

According to a new report from the Capgemini Research Institute, Full Immersion: How Immersive Experiences and the Metaverse Benefit Customer Experience and Operations, 77% of consumers expect immersive experiences to affect how they interact with people, brands and services, and seven in 10 organizations say they believe immersive experiences will be a key differentiator in their markets, particularly in relation to the customer journey. Of the small group of consumers with experience of Metaverse, three-quarters say they are currently using it and will continue to do so,…