Customer Experience

Are your customers ready for the metaverse?

The metaverse will change things for your business—and by extension, the ways you interact with customers. Here's what you need to know.

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The metaverse is going to change things for your business—and by extension, the ways you interact with customers. It’s exciting. But it’s also uncertain. If you’re a scaleup focused on creating better customer experiences, you need to factor the metaverse into your thinking.

So, how can forward-thinking brands secure their place in the digital environment and gain an advantage over the competition?

Those who quickly gain a handle on serving customers in virtual reality (VR) could thrive. After all, more than 100 million Americans will become first-time VR users in 2022. And over a third of Americans already use VR products at least once a month.

Here are some things to consider.

What exactly is the metaverse?

    The metaverse refers to a new way of interacting with technology. Wired defines it like this: “Broadly speaking, the technologies companies refer to when they talk about ‘the metaverse’ can include virtual reality—characterized by persistent virtual worlds that continue to exist even when you’re not playing—as well as augmented reality that combines aspects of the digital and physical worlds.

    “However, the metaverse doesn’t require that those spaces be exclusively accessed via VR or AR. Virtual worlds—such as aspects of the game Fortnite that can be accessed through PCs, game consoles, and even phones—are sometimes referred to as ‘the metaverse.’

    “Companies that have hopped on board the metaverse bandwagon also envision a new digital economy, where users can create, buy, and sell goods."

      Big challenges for CX in the metaverse

      Jon Randoff, Metaverse Interoperability, Part 1: Challenges

      How are early adopters approaching the metaverse?

      Beauty and fashion companies have taken the lead in metaverse commerce so far, according to a Forbes report. “Makeup, apparel, accessories, and beyond—are natural fits for this digital environment as advanced technologies enhance the virtual try-on experience.”

      The same report notes that digital customers are showing more and more appetite for these virtual retail experiences.

      As technology evolves, other industries will find natural places within the metaverse. For example, B2B organizations might open help desks and stores in and around virtual co-working spaces that house their target market.

      The metaverse is unfamiliar, exciting, and uncertain. Businesses everywhere are tentatively figuring out how to integrate this latest channel into their CX. If your business is trying to take the next step to customer experiences that go further and do more for your customers, we should talk.

      Seize the opportunities of the metaverse with outstanding CX.

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