Pokémon Go: How VR And AR Can Transform The Customer Experience

I’m unsure how many of my LinkedIn network have played ‘Pokémon Go’ since the craze went ballistic last week (taking Nintendo’s share price up by 53%) but if my network is representative of the modern gamer then many of you will have played.

But I wonder how many people would admit to having played, for regardless of one’s candour on the matter it’s impossible to deny that Augmented Reality (AR) will now be seen as a credible theatre for other organisations to play games, communicate and experiment.

Why not experiment with AR to enhance your customer experience eco-system? It might sound unusual, but so does the idea that hundreds of people would run into a highway to stop speeding traffic to collect an imaginary Pokémon character.

Nintendo’s share price had hovered around 15,000 JPY since January, but today was trading at 28,000 JPY, which underlines the power of new realities and the rewards on offer for early adopters.

What is absolutely certain is that the seamless deployment of AR is possible because of an app on a smart device. Even if you don’t have AR in your business plan you’re losing touch with reality if you haven’t figured out how to provide customers with the kind of app that puts them in control of how they interact with you. Our recent White Paper on WhatsApp and how customers love to speak to you through an app that’s familiar to them is a must read for anyone who’s interested in ensuring you’re driving advocacy and loyalty simply because you’re easy to speak with.

Augmented reality is a blending of Virtual Reality and real life, as developers can create images within applications that blend in with content from the real world. Virtual Reality is the foundation needed to layer in Augmented Reality so it is an essential element that must first be mastered.

As companies like eBay begin to explore Virtual Reality for richer customer engagement, how will customer expectations of the brand evolve and what will be the impact on CX management? Originally developed for ‘Second Life’ gaming environments, by bridging the gap between the online and in-store retail experience that is currently available, Virtual Reality has the potential to increase ecommerce revenue and deliver a pseudo-real experience. Will customer contact environments of the future include ‘virtual’ customer service advisors who can provide support inside VR simulations?

This week Teleperformance will host an exclusive round-table group discussion to explore:

  • Who are the companies exploring the use of VR to gain ‘first mover advantage’?
  • What is the difference between augmented reality (AR) and virtual reality (VR)?
  • Is there the real possibility of providing customer service in a VR customer experience environment?

To receive a copy of the discussion notes OR to be included in future Teleperformance thought-leadership events, why not get in touch with me by sending a message on LinkedIn?
Pokémon//embedr.flickr.com/assets/client-code.js

Photo by Nando Arruda licensed under Creative Commons.

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This entry was posted in Current Affairs, Customer Service, Innovation, Retail, Social Media, Strategy, Technology and tagged , , , , , , , . Bookmark the permalink.

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