How IoT will challenge the everyday customer experience
The everyday customer experience is always changing, but IoT will have a lot do with it.
How is your daily life impacted by technology? If you’re like many, you probably rely on your smartphone to stay connected with friends, make your work life more efficient, and shop online. You might use a fitness tracker like a Fitbit to keep tabs on your steps, or wear a smart watch that controls your room temperature.
An increasing number of objects are going online, forming the Internet of Things. As this idea takes off and becomes more ubiquitous, it will make the customer experience more streamlined and user-friendly.
Here’s a closer look at how your everyday life as a consumer could be impacted.
Greater access to data
The first way that the usual customer experience will be challenged is with the sheer volumes of data that the IoT both requires and enables. Objects connected to the Internet of Things have microchips or sensors embedded in them, and are constantly connected to the internet. These sensors take in vast quantities of data about the way you use the object. This constant stream of feedback helps form a more complete picture of your habits as a consumer.
New, smarter devices connected to Nokia’s Internet of Things will be able to make their own decisions using data. For example, a customer that’s run out of a pantry staple would receive an alert that their milk is running out directly from the device. The device may even then be able to make the decision to order it on the customer’s behalf. From smart refrigerators to connected public transportation, there are numerous ways that vast quantities of data and the Internet of Things will change daily life.
With the shift to more intuitive products that are able to collect vast quantities of data, it makes sense that services will become increasingly personalized. For businesses to succeed in this type of environment, they need to become centred on the customer. With the data provided, businesses can look at behavioural patterns of their individual customers. This allows them to then pass on what they’ve learned to you, the customer. So expect instant, real-time feedback from your everyday objects to make them more useful to you.
For example, if you purchase a connected car, with use it should be able to adapt to your needs. Sensors installed in the vehicle can monitor the lights, engine, and various parts, sending you alerts when the car needs maintenance. At the same time it will store and save your entertainment preferences, perhaps playing a personalized playlist for road trips. It can memorize your usual routes, offering logical alternatives depending on your day-to-day stops. The car becomes a personal device, rather than just a vehicle.
The IoT offers benefits to both the customer and the manufacturer. To businesses, new insights can be gleaned from data. This allows them to focus increasingly on providing a better, more personalized product and customer experience overall. It gives businesses new ideas for marketing, and allows them to target niches more effectively than ever before. Customers then reap the benefits by only receiving alerts about products or services they’d be interested in. Each product you use can be tailor-made for your personal habits and needs, for a more satisfying experience.
At the moment, this technology is just in its infancy. While we already have a number of smart devices and fitness trackers, these are just the tip of the iceberg of what the fully realized IoT will look like. Yet there’s no doubt that the everyday customer experience will be enhanced each step of the way.