Virtual reality (VR) is not a new concept. Engineers and developers have been working on it since the 1990s. And while VR as a customer engagement channel is very new, applications that support use cases for the technology continue to emerge.
As a customer engagement channel, video is not new. But its adoption for customer service and support hasn’t reached mainstream yet. However, VR and augmented reality (AR) could change that. The generational shift—with millennials and digital natives using video daily to communicate with friends and family—will drive adoption of VR, AR and video as engagement channels.