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Customer Experience in the Web 3.0 Era: The Meeting of Blockchain and the Metaverse
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Author(s): Lubza Nihar Khaliq (GITAM University (Deemed), India)and Vijaya Kittu Manda (Independent Researcher, India)
Copyright: 2024
Pages: 17
Source title:
The Rise of Blockchain Applications in Customer Experience
Source Author(s)/Editor(s): Mohammed Majeed (Tamale Technical University, Ghana), Kwame Simpe Ofori (International University of Grand Bassam, Cote D’Ivoire), George Kofi Amoako (Ghana Communication Technology University, Ghana), Abdul-Raheed Alolo (Tamale Technical University, Ghana)and Gideon Awini (Business School, University of Ghana, Ghana)
DOI: 10.4018/978-1-6684-7649-9.ch015
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Abstract
Modern disruption technologies such as the Blockchain and the Metaverse have promising features that can help businesses offer their products and services to customers in a better format. The Metaverse creates a virtual environment and a new communication path between the customer and the business. As a new marketing channel, it helps customers appear as virtual avatars and have a 3D preview/experience of goods and services before adding them to the shopping cart or signing up subscriptions. Blockchain-based systems allow making payments using wallet money, CDBC, or even cryptocurrencies and securely store personal data in a public immutable ledger transaction, which others will verify easily. Marketers have to address specific issues that come with deploying these systems – such as data privacy, amongst others - to give the best consumer experience powered by the confluence of various technologies. The book chapter will have managerial and practical implications for businesses during customer interactions.
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