Customer Experience and Delight in the Metaverse

Abstract

Customer delight is defined as exceeding client expectations through an experience that is truly differentiated. Customer delight is not limited to delivering service quality, but it is also about how the service is delivered and customer experience of the service provided. Customer experience will traverse seamlessly across the virtual and physical worlds with the evolution of the metaverse resulting in ‘innovative disruption'. As the new playing field for corporates and engagement with consumers, it will transform customer experience. This will be augmented by turning historical notifications and transactions into real-time personalized communications. In this chapter the authors look at key pillars of how the metaverse will impact customer experience and delight. Through a literature survey, this chapter identifies the key pillars of the metaverse that will impact customer experience. The study then further drills into how customer experience is likely to be shaped in the metaverse for key sectors including retail, technology, and banking.