Thursday 20 November 2014

When will the Internet of Things really start delivering on customer experience?

The Internet of Things (IoT) is a buzz word describing the connectivity of devices such as homes, cars & people. In effect it means that connected devices will not be limited to phones, tablets and computers but opened up to everything from your fridge to your heart rate monitor. This explosion in connectivity is expected to mushroom over the next decade and depending on who's research you care to believe we could be looking at tens or hundreds of billions of devices all uniquely connected sharing data and status details. Brilliant - customers receive amazing experiences without having to lift a finger. But when will this "tomorrow's world" actually start to make a difference?  My 8 year old car doesn't currently let my garage know when it needs a service and books it in for me nor does it keep records of my commute comparing speeds and delays to suggest alternate routes to optimise my journey. Home heating systems seem to be demonstrating the most obvious lead in this field allowing your boiler to be wirelessly enabled allowing heating adjustments remotely which is great but hardly revolutionary. Arguably the TV anywhere services from Sky and Virgin media that allow remote viewing and trigger of recording services is more significant but still in its infancy. Expect to see big things soon but the real winners in this space are yet to emerge and grasp real value from this technology. From a customer experience perspective we  await with anticipation. 

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