Redefining Customer Journeys in Emerging Markets: Omnichannel Marketing in the Metaverse
摘要
The digital advancement has transformed the customer journey significantly; gradually moving from linear to multidimensional paths. It is now characterized by multiple touchpoints ranging from physical to virtual domains. The virtual ecosystem, generated by metaverse through augmented reality (AR), virtual reality (VR), and immersive technologies, has given an opportunity to explore omnichannel marketing with new dimensions. The multidimensional integration is being aptly used for seamless and personalized immersive experiences that have effectively bridged the digital and physical gaps. This study has endeavored to formulate a conceptual framework based on extensive review of existing literature on omnichannel marketing, metaverse strategies, and consumer behavior. The insight from the prior researches were synthesize to identify key constructs that are necessary for developing omnichannel strategies in emerging market especially using metaverse. The proposed framework identified four key constructs named as Cross-Platform Consistency (CPC), Consumer-Centric Personalization (CCP), Seamless Integration (SI), and Cultural Sensitivity and Localization (CSL). Unlike existing studies, this framework provides an integrated approach to bridging digital and physical gaps, emphasizing cultural adaptability, personalized interactions, and brand consistency across platforms. Businesses can apply these findings to optimize customer experiences, enhance brand loyalty, and drive sustainable engagement. However, challenges such as digital literacy, data privacy, and evolving technological infrastructures in emerging markets necessitate localized strategies.