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VR and AR: Improving Customer Success

November 28, 2017

The future of work is changing, and it’s quite fascinating. The Workforce Dimensions Solution Guide describes how advances in technology directly impact every dimension of our lives, from personal to professional. And today, I’d like to share with you an article describing how technology is changing the way many businesses and organizations operate. Virtual and Augmented Reality Can Protect The American Workforce by Will Byrne and Dale Knauss: this, my friends, is well worth the 7-minute read.

The article focuses on how automation and artificial intelligence are changing jobs and the skills people need to perform them. Many of the world’s largest employers have turned to virtual reality (VR) and augmented reality (AR) to upskill and educate their workers. Take Walmart, for example. The organization has leveraged VR at 200 of its training centers to prepare and train employees for the Black Friday rush. Similarly, UPS uses VR headsets to train drivers.

VR and AR might seem a lot alike, but they are distinctly different. VR takes up your entire field of vision while AR overlays what you can already see – like Microsoft HoloLens. Have you heard of this? ThyssenKrupp, the world’s largest elevator company, has deployed the Microsoft wearable AR headset to train their service engineers. The technology makes it possible for technicians to make calls, look up information, and view plans quickly and easily right from the service site. I particularly like the below picture from the article. I can’t tell you how many times this would have come in handy for me personally. Ask my dad…


Reading how AR and VR have helped engage employees through training and onboarding got me thinking about how they impact customer success as well. The more experienced employees are with the real-life scenarios they will encounter, the better prepared they will be to deliver a positive experience to customers and help them achieve their goals. Can you imagine calling Kronos or your other software/hardware providers for the kind of interactive support shown in the photo? Or – going in a different direction – have the ability to “try-on” what’s in your cart while shopping online? Life-changing – just as I expect the live-action remake of the 1960s The Jetson’s will be…to end on a fun fact!

2 Comments leave one →
  1. November 29, 2017 6:51 am

    Nice work…

    • Lauren Nawfel permalink*
      November 29, 2017 7:55 am

      Thanks, Leo!

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