Systems Of Automation Will Enrich Customer Engagement

How will companies use modern applications to enrich customer engagements? In short, by exploiting context. Creating customer context means aggregating information from mobile devices, tapping information stored in systems of record, and, increasingly, analyzing operational data generated by connected products or physical infrastructure. This report examines the new development dimensions introduced by these systems of automation and how they relate to systems of record and engagement. Integrating operational context from connected products will prove challenging for traditional IT development shops, as it requires new technologies, architectural topologies, and skills. Here are the new services, protocols, frameworks, and hardware that development shops should track as they prepare to tap connected products for the operational context that will become an important source of differentiated customer value.