Let’s look at a hypothetical home improvement buyer journey for the year 2030: Customer allows retailer access Retailer accesses profile and Customer is proactively 1 to their secure, global electronic 2associated intent data to 3invited to attend a purchasing account profile determine that customer fits the virtual remodeling expo, profile for “kitchen renovation” on-demand Customer opts-in to see a rendered Vendor X invites the customer Customer spends 6model of desired cabinets and 5to a virtual walkthrough/demo 4a disproportionate configuration, using uploaded of cabinet offerings, narrowing amount of time in the photos and specifications in on desired features virtual room exploring Vendor X’s cabinetry Customer service technician conducts If needed, customer visits store Customer can interact with 7 virtual walkthrough, confirms all 8to assess physical model. In-store 9in-store kiosk/robot to ask measurements via remote 3D rendering, kiosk/robot greets customer and questions, escalate to involve prepares quote and sends back to walks through highlights using additional subject matter customer via their global e-purchasing additional virtual reality guidance. experts and/or accept account. Customer can choose to accept e-purchase agreement. and submit e-purchase agreement or interact with an online advisor to clarify and revise. Contact Center Predictions for 2023 and Beyond 25