This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

On Demand Webinar

Overcoming the Top 3 Roadblocks to Mixed Reality Adoption

According to a recent CGS survey of operations leaders, 61% plan to invest in mixed reality (MR) by the end of 2021. Mixed reality is technology that expands our physical world, adding layers of digital information onto it for deeper learning and real-time application in order to improve performance. Benefits include streamlining knowledge transfer, providing continuous training, and realizing cost savings through remote support and maintenance; however, three user adoption challenges are keeping teams from realizing its full value.

Working with leading companies to scale their use and success with immersive technologies for field service support, training and onboarding, and customer support, CGS and TSIA have identified three common user adoption challenges:

  • Cost to set up and questions on how to demonstrate ROI
  • Concerns about buying specialized equipment to support different operating systems and devices
  • Time required to empower employees and customers to adopt

CGS’s Doug Stephen, president of the Enterprise Learning division, and Steve Petruk, president of the Global Outsourcing division, partner with John Ragsdale, distinguished vice president of Technology Research, TSIA, to discuss how MR adoption can help:

  • Increase first-call resolution.
  • Reduce repeat service calls and increase first-time resolution by using remote assist first.
  • Increase employee and consumer satisfaction.
  • Reduce TCO.
  • Improve CSAT and Customer Effort Scores.
  • Decrease time-to-proficiency of new hires.
  • Reduce training costs.
  • Reduce the cost of adoption by eliminating costs for special equipment or devices.
  • Create a seamless and effortless customer experience in self-service.


Presented By:

John Ragsdale

Distinguished VP, Technology Research, TSIA

Doug Stephen

President, Enterprise Learning, CGS Inc.

Steve Petruk

President, Global Outsourcing, CGS Inc.

Publish Date: June 10, 2021