There’s been a lot of buzz lately about companies “migrating” to the metaverse, but this is a bit of a misnomer. Brands are not as much moving to the metaverse as they are expanding into it—connecting it with their traditional, two-dimensional channels.
Still, the potential for the metaverse to reshape how customers and brands engage can’t be overstated. Over the next decade, the metaverse will transform CX in the same way e-commerce shook up retail in the 1990s and mobile reimagined social interactions in the early 2000s.
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