Why it’s time CX pros start to think about Web 3.0

The world of customer experience (CX) is transforming. Traditional avenues are becoming more interactive and digitized, while new channels are opening up all the time. We’re entering the next phase of online interaction, and it’s called Web 3.0.

Gartner describes Web 3.0 the next generation of internet enhancements, including:

The result is a more personalized and interactive customer experience, with customers having far greater digital ownership. Web 3.0 Educator Brian Piper describes it as “a strong and engaged community, where transparency and verification can build trust and personalization capabilities that we have never had before.”

The previous iteration of the web was monopolized by a handful of technology giants, with huge sway over what was and wasn’t allowed. Web 3.0 is democratizing the web by creating computing networks that run on independent servers, rather than a centralized server owned by a business.

Web 3.0 will be open to more people to both use and create. In the coming years, we’re going to see an explosion in new services that impact not only computing and networking, but business models, entire industries, and even society as a whole.

And for CX leaders, Web 3.0 promises to be awash with opportunities to engage with, problem-solve for, and dazzle customers in ways that simply weren’t possible before.

In this new world where the customer has all the power, CX experts have an obligation to understand how to give customers the most relevant and exciting experiences.

Web 3.0 may be a gradual evolution, but you need to be ready for what’s coming. Here are three challenges (or opportunities) we foresee:

Web 3.0 is unfamiliar, but exciting. Businesses everywhere are trying to figure out what it means for them.

If you want to stay ahead of competitors, it’s time to start laying the foundations for how you can use Web 3.0 to deliver outstanding CX.

That means:

A great place to start this journey is our Customer Experience page.

Navigating the future of CX, requires a forward-looking partner that can combine the lessons of the past with the innovations of tomorrow.