How IoT Customer Experience Works

How IoT Customer Experience Works

By Evan Kirstel April 18, 2017 1 Comments
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How IoT Customer Experience Works by Evan Kirstel

The Internet of Things (IoT) refers to an ever-expanding network of connected devices. This network already has over a billion devices connected via the internet. This includes smartphones, laptops, refrigerators, watches, and every other device that can be integrated with a WiFi connection.

Some of these connections are for mere fun. Others are for personal use. Some of the greatest benefits of the IoT come from its impact on medicine and science. However, there's another field where the IoT is making a big difference and that's IoT customer experience.

How It Works.

IoT customer experience is all about using connected devices to improve the experience of the customer. Of course, this is going to vary from one market to the next. The way they are used often falls into one of the following categories:

- Innovating.

- Rewarding.

- Informing.

- Servicing.

At first, it might seem strange to think of sensors and devices providing this sort of customer experience, but in reality, it's already happening all around us. For example, consider a refrigerator that is connected to the internet. Inside are sensors and cameras. This refrigerator is then connected to your smartphone via an application. When you leave the home it reminds you that you're low on milk. It's informing you, which may improve your customer experience. This is now a rather basic feature on smart refrigerators connected to the IoT.

It could even be taken a step further. What if that refrigerator could find local deals on the product you need? Now it's not only informing you regarding a shopping need but it's rewarding you with special promotions. This too is already happening and is just one example of IoT customer experience.

Another place where customer experience driven by the IoT is common is in the automobile industry (no pun intended). Most modern cars are connected to a variety of sensors that let them know the condition of their engine, their lights, and the pressure of their tires. This was already possible from within the car, but now they can know the state of these things even when they are across town.

As long as people remain connected to the internet, there will always be an aspect of customer experience that can come from the IoT. The IoT network is already more than 4 billion "things" strong. And since it doesn't seem like people will stop using the internet anytime soon, I imagine that new and innovative customer experiences will continue to emerge in time.

 

1 Responses to "How IoT Customer Experience Works" - Add Yours

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Randy Boggess 7/5/2017 7:54:21 AM

For the last 10+ years we have been inwardly focused on improving how different modalities of communications and collaboration can be delivered from a single platform in the 'name' of an 'improved' end user experience. Success has been somewhat limited as plateaus are reached and services commoditize. The continued intersection of our digital and physical worlds and disruptors like IoT are rapidly changing the way people interact with other people 'and' the role people to machine exchanges play in day to day business transactions. Chat-bots for natural language response systems and Alexa-like Personal Assistants using Cognitive AI (Machine Learning) are enhancing and personalizing the exchange of information at a consumer level and people want to use the same tools at work as they are using at home. The space is exploding and organizations have to develop individualized road-maps that allow them to pursue what's right for their digital consumers (internal and external) while maintaining the flexibility to adapt and evolve as we learn to cope with the changes experienced as part of the 4th industrial revolution. The number of moving parts is overwhelming and unless it is their core business, companies will want to pursue flexible services that can be integrated into other services as a way forward vs. trying to build it all themselves.

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