Trends Report

Boost CX Quality By Using IoT In Customer Journeys

Journey Analytics Platforms Will Integrate IoT For CX Pros

March 15th, 2018
Frank Gillett, null
Frank Gillett
With contributors:
David Truog , Joana de Quintanilha , Pascal Matzke , Annika Gunderson

Summary

Customer expectations for high-quality touches are expanding beyond the mobile and web realms. Internet-of-things (IoT) technology offers new capabilities to sense and control physical products and real-world experiences. So, CIOs and customer experience (CX) pros need each other's help to weave relevant context and control available from IoT sources into customer journeys. Forrester believes that journey analytics platforms will become the integration point for working with IoT.

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