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lighter, and more capable, Microsoft HoloLens 2 (as compared to the previous version) can help connect in real-time and work together on a holographic canvas overlayed in your physical environment to quickly resolve issues on the spot. While pricing is prohibitive at this time, it’s a matter of time and scale, before it becomes affordable.
The culmination of this is for the virtual world and the real world to co-exist, with immersive interactions between the two providing that superlative customer experience. Along with the software, the hardware, networking, interoperability standards, security, and privacy concerns are hurdles to overcome.
We’re nearing a threshold at which the technology is beginning to truly transform customer experience management. The
metaverse may feel like an empyrean world as of now, just as IoT was two decades back or the internet a quarter of a century ago, but as technology continues its precipitous journey, it will evolve into what feels more like an extension of our physical world. Customer sales and support services and customer experience management will never be the same again
About The Author
Saumabha Barua is General Manager at Tata Consultancy Services and currently leads the Intelligent Process Automation and Consulting & Transformation Practice for Utilities, Energy & Resources, and Manufacturing verticals.
Disclaimer:
The article was first published in Indian Management Journal (Issue 9 Volume 61) an AIMA & Spenta Multimedia publication
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