Trends Report

Brief: The Internet Of Things Will Transform Customer Engagement

Smart, Connected Products Deepen Customer Relationships

May 11th, 2015
FG
Frank Gillett
With contributors:
Pascal Matzke , Christopher Mines , Nate Fleming

Summary

Designers are building sensors and software control into products large and small, enabling radical new ways for their companies to win, serve, and retain customers. Internet-of-Things (IoT) technologies enable firms to strengthen eight dimensions of engagement and retention across the customer life cycle. Putting IoT systems into action in service of customers will require CIOs to work in new ways across the company, partnering with teams in product engineering, operations, marketing, and support. This report outlines four action items for CIOs who are starting out on the path to using the IoT to better serve their firms' customers.

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