As the world gets excited about the possibilities that VR unfolds for all of us in the business of marketing brands, Im reminded of the golden adage: People will forget what you did, but theyll never forget how you made them feel.

Yes, emotions are back in business and today they are becoming even more measurable in real-time. As the buzz on building smarter cities and a smarter life gains momentum, one can expect technology to play a larger role in driving marketing engagements.

We expect to see more IOT and tech-enabled conversations driving B2B and B2C relationships. Marketers will be expected to find compelling narratives to better emote and engage with customers. As such, leading global telcos and tech brands are converging their products, services and infrastructure to create a more immersive and pronounced engagement with customers.

Marketing beyond VR

Sure, newfangled tech and nifty platforms, such as AR, VR, wearables and apps do help take the brand experience narrative forward, but often they dont necessarily form the narrative itself. This is a reason why more and more marketers have started investing increasingly in collaborative commerce platforms and experience centres.

Collaborative commerce platforms are fast becoming a new model of marketing engagement especially with IT and telco corporations. Brands are increasingly involving their member/customer base in not just running campaigns, but the business itself.

The active advocacy and emotional ownership that such engagements presents are tough to match through conventional social/digital marketing routes. Brand experience centres are not your flagship stores and they dont substitute for the experience. Today, brands from across industries are investing significantly in building their marquee experience centres.

While the wave of customer experience centres started as an effective way to engage B2B customers, with the likes of British Telecom and VADS back home inviting its prospects to come and experience how they could help solve complex real-life business issues in real time, the marketing practice has caught the fancy of non-tech companies as an opportunity to immerse and excite the public in the types of possibilities it creates.

Companies from across the industry spectrum are actively engaging in creating mini experience centres to immerse target segments.

The digital paradox for marketers

Organisations are busy bucking up their respective digital transformation journey. While it will ease the pressure of marketing in organising, managing and serving various customer segments, invariably it will make it increasingly tougher for brands to connect emotively with their customers in the digital age.

However, on the other hand, brands such as Amazon have effectively created a well thought out customer gratification model that keeps its emotive connect intact. In fact, the brand for the first time in its history has gone from a pure click to a brick and mortar model with physical stores in countries such as India.

Underscoring the realisation that marketing in the digital age will increasingly rely on creating immersive brand experiences be they physical, virtual or collaborative in nature.

Yes, advancements in tech be they AR, VR, bots, wearables or 3D printing will serve as effective special effects, but the narrative will need to rely on telling an effective story that engages all the five senses, which creates memorability, talkability and shareability beyond likes and views.

The author of the article is Izlyn Ramli, vice-president, group brand and communication Telekom Malaysia.

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The Futurist: Making an emotional connection | Marketing Interactive - Marketing Interactive