Since May 2017, French retailer Decathlon, which has 1,176 stores around the world and employs nearly 78,000 people, uses virtual reality to demonstrate Quechua tents in fifteen or so French stores. Wearing a headset, customers can view every last detail of the tents in imaginary situations, and compare models.
Customer experience is a top priority for execs these days. 95 per cent say delivering great customer experience is critical to success. But, the reality is many organizations are still struggling to figure out how to put CX theory into practice.