ABSTRACT
The unique power of modern technologies and virtual consumers are indicators of a new marketing paradigm. Customer Experience (CX) is at the heart of a successful product or service offering. With an aim to deliver an enhanced experience, today, brands have incorporated several smart technologies like radio frequency identification systems, smart shopping carts, augmented reality (AR), and virtual reality, among others. AR’s incorporation of immersive real-time virtual content into the consumer’s view of the physical world makes for a superior CX. Artificial intelligence-based technologies help consumers better understand their own expectations. The AI-empowered and natural language processing stimulated chatbots are designed to comprehend human language and address the consumer’s appetite for immediate responses to queries. The article confers how these new-age technologies are transforming the CX. In addition, the article attests industry examples who are benefitting with these new-age technologies like AR, AI, and chatbots. It shall also explain the challenges faced by the organizations during the digital journey by employing multiple new-age technologies adopted in 2021.
