![]() Savvy companies are starting to realize this. And the potential to detect product failures before they happen has implications well beyond the manufacturing floor, particularly when applied to expensive cars, electronics and smart components. It also provides opportunities for immediate communications that allow companies to deliver contextually relevant responses and offers in real-time. IoT represents a powerful source of data that, when combined with analytics, can yield insights on everything from behavior to emotions and health. This is where the IoT can make a substantial difference. To improve, companies must do a better job of understanding their customers and using that knowledge to provide personalized, satisfying and convenient experiences. How can companies improve customer experience using IoT? ![]() Only 15 percent provided “good” CX and the majority, 62 percent, fell into the “OK” category. And not a single US company ranked as providing “excellent” CX. In its 2018 Customer Experience Index study, Forrester research found that not only are brand CX gains and losses canceling each other out, but more industries fell in the rankings than rose. ![]() We’re falling quite short, and we cannot afford to overlook anything that could provide an advantage – particularly one as significant as the effective use of the IoT.ĭespite the fact that most Forbes Global Fortune 500 company executives believe that CX is the primary competitive differentiator, organizations are hitting a plateau with their CX initiatives. If you’re not considering IoT as an important component in your customer experience (CX) toolkit, you’d better re-think your CX strategy – and fast.
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