CX Future: WfH, Metaverse, Gamification, AI, Sustainability

Where We Are Going in CX

Qualcomm Snapdragon Spaces AR

Qualcomm Snapdragon Spaces AR, for example

HOLLYWOOD, CA (GoshRobin) 2022/10/15 – Following extracted from my CX Future deck I produced to stimulate discussion of Customer eXperience (CX) trends. Including Work from Home efficiency insights from an Execs in the Know survey of CX executives. For metaverse, we ponder what to do with Microsoft HoloLens 2, Magic Leap 2, Meta Oculus, Meta Quest Pro, Apple ARKit, NVIDIA Omniverse, Pixar USD, Qualcomm Snapdragon Spaces, Lenovo ThinkReality A3 AR glasses and ThinkReality VRX with AR on VR.

CX Future

Where We Are Going

Concepts We Personally Care About

  • Empathy & Fun
  • Sustainability
  • Automation & AI
  • Diversity & Inclusion
  • Accessibility
  • Urgency
  • Quality & Standards
  • Close Rate = Tickets Closed / Tickets Opened
  • Throughput = Revenue / Cost of Sales

Work from Home (WfH) Impacted CX

  • COVID-19 forced rapid acceleration of prior WfH trend
  • CX Leaders Trends & Insights survey reports WfH increased productivity
  • Teams that increased in productivity: 66%
  • Teams that decreased in productivity: 0%
  • Employees better rested, eliminates wasted commuting time and costs
  • Employees have more interaction and better care of their children
  • Employers expect to keep these productivity gains, can’t force return to office with losing huge efficiency increases experienced by 27% of teams
  • Workers won’t return, can’t return due to COVID-19 or the next pandemic
  • Staff shortages and quiet quitting will be ongoing issues

CX Metaverse

  • HoloLens 2, Microsoft not committed to make HL3, engineers quit
  • Magic Leap 2 releasing, Magic Leap 1 being abandoned
  • Meta Oculus, the most popular VR, has gamer eye/neck strain issues
  • Meta Quest Pro, stereoscopic mixed reality Passthrough
  • Apple released ARKit, iPhone most popular AR platform
  • NVIDIA releasing the Omniverse with Pixar USD
  • Qualcomm releasing Snapdragon Spaces AR SDK
  • Lenovo releasing ThinkReality A3 AR glasses and VRX with AR on VR
  • DappRadar reports ETH DecentraLand ($1.2b valuation) has 38 users
  • UN WHO MCARE medical metaverse to train doctors worldwide

CX Gamification

  • Learning Games, from 1995 3D VR training of NATO Special Forces to entertainment shooter games like Call of Duty to Distance Learning (DL)
  • Learning platforms: University DL learning game systems think big
  • Anti-platforms: Mini-games and hyper-casual games think small
  • Games as an alternative to user manuals
  • AI in games, female chatbots and pokerbots
  • Social networking in games increases fanbase

Near Future Challenges Worldwide

  • AI technology will continue its bumpy advance, how do we adapt?
  • Energy costs are drastically changing
    • NatGas has been cheapest energy
    • NatGas this winter will be at least 90% higher than last year
    • Solar and Wind have predictable lifetime costs, are now cheapest, and dropping
    • NatGas joining Coal as a stranded asset, oil next as California bans gas cars
    • Nuclear is the most expensive, exists on huge government subsidies
  • Sustainability becoming much more important
    • 2.4 trillion tons of prehistoric CO2 released, 1 trillion tons in atmosphere
    • Local climate disasters worldwide will compel curbs
    • Going carbon negative required to restore climate, prevent worldwide famine

CX Critical Questions

  • Are we meeting our customers on the channels that work best for them?
  • Do we have the right mix of self-service and human operators?
  • Are we using metrics to drive actions improving our company as a whole?
  • Are we optimizing productivity for a flexible work environment?
  • Are we investing enough in technology to empower workers?
  • Are we effectively measuring and managing outsourcing partners?
  • Are we using hackathons effectively to generate internal buy-in?
  • Are we making the right strategic alliances?