from alorica CMO, delivering large-scale transformation to brands and creating personalized CX across digital/traditional channels for over 20 years.

The hype cycle is in full effect, as the metaverse and a network of virtual worlds continue to grow. The immersive experiences that are enabled through the metaverse are truly innovative and could unlock endless possibilities for customer engagement. Though it’s one of the most compelling tech shifts turning heads, realizing the promise of the metaverse could depend on applying key lessons CX leaders have learned from previous generations of digital channel adoption.

In the early 2010s, for example, digital channels like email, social media, and SMS text messaging were still underutilized, and brands with omnichannel functionality…