Gartner predicts ‘digital twins of a customer’ will transform CX

In its latest Immersive Hype Cycle, Gartner predicts that digital twins of a customer (DToC) could transform the way enterprises deliver experiences. Simulating a customer experience (CX) is a bit more nuanced than a machine — and there are privacy considerations to address, not to mention the creepiness factor. Though if done right, Gartner predicts the DToC will drive sales while delighting customers in surprising ways.

The critical innovation point of DToC is that it helps contextualize data to help understand what customers really need to improve the overall experience, Gartner VP analyst Michelle DeClue-Duerst told VentureBeat.

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