IoT for customer experiences
Currently, the IoT is one of the most popular terms in the technology industry. The technology is quickly growing and so are the numbers of gadgets. In fact, according to Chaudhuri, (2018), an estimated 125 billion gadgets could be connected through the IoT by 2030. The IoT is increasingly being used to assist to improve customer experience. The rise of the AI, automation and machine learning is giving organizations new opportunities to engage customers and prospects (Szymanski, 2019).
As a customer, my interactions with the IoT would be helpful in some ways. For one, IoT would be helpful in monitoring company offerings. As a customer, I expect that my IoT devices will connect with relevant locations and customer support. For instance, as a user of iRobot’s Wi-Fi-enabled Roomba robot vacuums I expect customer service representatives to know my battery cycle count when I call with a problem. The IoT would also be helpful in providing real-time, accurate information regarding the whereabouts of my orders. Through IoT, it is possible for me to have real-time updates of where the products I have ordered are, and thus make the necessary arrangement to get them. The IoT would be helpful in providing details about a product too. Through IoT, companies share information about a product, and as such, I would be able to know everything about what it can do, and how I can use it to solve certain problems. This way, I will have a great brand experience. Unfortunately, the IoT would not be able to offer me privacy. There is always that possibility that hackers will break into the system and steal important data. The IoT would not offer me that option of directly interacting with a human; most of the time I would be interacting with machines/gadgets.
References
Chaudhuri, A. (2018). Internet of Things, for Things, and by Things. Boca Raton, FL: CRC
Press.
Szymanski, J. (2019). AI in the IoT customer journey enriches the experience. Retrieved
from https://internetofthingsagenda.techtarget.com/tip/AI-in-the-IoT-customer-journey-enriches-the-experience
