View all newsletters
Receive our newsletter - data, insights and analysis delivered to you

Consumers want Uber-style service driven by VR and bots, says Oracle

Oracle found that 78% of brands will deliver customer experiences with VR by 2020.

By Hannah Williams

Consumers are set to demand more digital interactions with brands, with the preference for ‘Uber-style’ digital interactions growing stronger and defining totally new expectations of broader brand experiences.

According to Oracle research titled ‘Can Virtual Experiences Replace Reality?’, emerging technologies are set to surge by 2020 with 78 percent of brands expecting to provide customer experiences through virtual reality in the next four years, while eighty percent expect to serve customers through chatbots.

The survey of 800 senior marketing and sales professionals across EMEA, found that despite this eagerness to embrace new technologies, many brands are still struggling to make use of valuable customer and prospect data, with 60 percent not currently including social or CRM data in their customer analytics.

businessman-ecommerce-online-shopping-with-virtual-reality-interfaceVirtual reality and chatbots are therefore set to surge as brands are looking to implement innovative technologies that allow their customers to continue interacting with brands on their own terms.

Daryn Mason, Senior Director, CX Applications at Oracle said: “While virtual reality may be seen as a passing craze by some, the commitment of some of the world’s biggest companies to develop VR products for consumers suggests otherwise.  Brands will always look to experiment with new technologies as they try to find ways of delivering innovative and memorable experiences for their customers.”

Despite the ongoing race to innovate, the reality is that many brands are still struggling to unify, organise and process the growing volumes of customer data they have coming into their business, which makes it difficult to truly understand and deliver a personalised experience for customers.

Already, 41 percent agree smarter analysis of customer data will have the biggest impact on the experience they deliver to their customers.

Content from our partners
Unlocking growth through hybrid cloud: 5 key takeaways
How businesses can safeguard themselves on the cyber frontline
How hackers’ tactics are evolving in an increasingly complex landscape

VRMason added: “Brands are at a crossroads. There’s an early-mover advantage to experimenting and launching innovative services while others wait and see, but they need to walk before they can run. The reality is that many brands are still unable to get a complete view of each individual customer so the immediate priority needs to be to organise and get value from the data they already have.  Customers will value a quick, helpful, personalised interaction regardless of how it’s delivered so there’s hope for us humans yet.”

Overall, the relationship brands have with their customers is set to undergo a technological revolution and this is expected to cause the number of human-to-human interactions to fall significantly.

Websites in our network
Select and enter your corporate email address Tech Monitor's research, insight and analysis examines the frontiers of digital transformation to help tech leaders navigate the future. Our Changelog newsletter delivers our best work to your inbox every week.
  • CIO
  • CTO
  • CISO
  • CSO
  • CFO
  • CDO
  • CEO
  • Architect Founder
  • MD
  • Director
  • Manager
  • Other
Visit our privacy policy for more information about our services, how New Statesman Media Group may use, process and share your personal data, including information on your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.