Internet of Things (IoT) - Customer Science

IoT is growing at 33% per annum and by 2020, businesses will spend over 2.9 trillion on over 20.4 billion deployed "things" (Gartner Report). Gartner observed the business spend will get the greatest gain in customer service from the IoT. Gartner's research says, "Start Now", as without it - businesses become non-competitive with lower customer satisfaction, higher costs and limited innovation.

The IoT uses sensors on devices or "things" to create centralised rich data from the environment and then assesses the data to take action. This could be as simple as:

Pushing a button on a device in the shower to order more soap from Amazon
Increasing life-span and reliability of aircraft engines by GE while reducing costs
Improving customer shopping experiences at IKEA, increasing revenue and improving customer satisfaction
Shopping without checkouts at Amazon Go

Technically, the IoT is a scalable platform consisting of smart connected devices, ubiquitous wireless connectivity and cloud-based computing. But IoT is not just about hardware, devices and connectivity. Fundamentally IoT is about transforming the way you do business, whether it’s changing the way you sell or track your product, or improving customer satisfaction through environmental and occupancy data.

IoT is perfectly suited to improving customer experience with its ability to sense an opportunity to help a customer and take that action.

Customer Science helps transform customer service by bringing to life sustainable IoT solutions:

Customer Science is the market specialist at operationalising CX transformation technology that delivers sustainable business benefit, customer satisfaction and a rapid return on investment.

The Customer Science IoT Practice brings rare and proven IoT experience, with our IoT leader who has successfully implemented IoT solutions in Europe. Our IoT leader will bring together a unique solution drawing on a team of subject matter experts. We deliver the full range of IoT consultancy services and are also able to provide turn-key IoT solutions for companies (Service & Product).

We have an experienced IoT  team, comprising expertise from consulting, operational management, project management and developers. Our Sydney based team has completed all projects to our client satisfaction. We keep projects simple, reducing layers of bureaucracy. This enables you to have regular conversations with the actual team working on your project, ensuring the service is rapid, nimble and effective.

Our method illustrated below provides you with:

Managed Investment: with low upfront costs that are only increasing with proven and rapid ROI
Performance: Each step is to test against agreed success measures
Control: Staged go/no-go gates

Interested in how Customer Science can help you create a new customer experience, improve your staff productivity or transform your business processes leveraging Big Data and the IoT in Australia? Get in touch with our experts and learn more.

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