Published: 27 March 2019
Analyst(s): CIO Research Team
Advancements in the Internet of Things, growth in the use of virtual personal assistants and the development of advanced analytical and AI capabilities have led to the creation of a new type of customer: the virtual customer. This report briefs CIOs on what this means for their function.
Three Waves: A Short History of Customer Interactions
The Virtual Customers Use Case Matrix
Defining the Axes
Things as Fixed Customers With Human Fulfillment
Things as Fixed Customers With Virtual Fulfillment
Things as Adaptable Virtual Customers
Things as Autonomous Virtual Customers
Barriers to Growth in Virtual Customers
Barrier 1: Technological Capacity and Capability
Barrier 2: The Regulatory Environment for Data Privacy
Barrier 3: Determination of Legal Liability
Barrier 4: Brand Strategy for Virtual Customers
Barrier 5: Human Acceptance of Virtual Customers
Considerations for CIOs
Recommended by the Authors
About This Research
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