Released: Friday, May 15, 2015
This Quick Insights report looks at what it will take for businesses to be successfully customer centric as IoT and machine-to-machine (M2M) elements come into play.
There are two strands to this, because as well as the more obvious implications of the exponentially increasing number of elements and levels of automation that will be involved in service delivery, IoT can potentially enhance customer experience for some applications.
Exploiting the potential of IoT digital touchpoints to improve customer centricity is not going to be easy – streamlined business processes and data integration are particularly important. However, there are many tools already available to help, as well as lots of work in the pipeline. Join in and help shape the future of IoT.
After reading this report you’ll understand:
- Why customer-centricity is mission-critical for IoT firms
- Who digital service providers’ customers are in the IoT context
- Customer-centricity challenges in the IoT context – and some strategies for addressing them
- The practical conclusions and recommendations for moving ahead
From the analyst
- IoT: A whole new ball game for customer-centricity?
- IoT at the business end: B2B benefits
- Customer-centricity in an IoT world: 5 essentials for success
