Technology

Why the metaverse experience isn’t quite a CX revolution yet

Why the metaverse experience isn’t quite a CX revolution yet

Perhaps no other term is as bandied about in customer experience (CX) circles as the “metaverse.” First coined by Neal Stephenson in his 1992 novel Snow Crash, the metaverse is a digital space where users can interact and create content. In theory, it could be a revolutionary platform for CX. After all, the metaverse is largely a representation of the data that companies collect about their customers, and customer data is a top CX priority for executives.

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