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Here's the keynote by Vishal Dhar, Co-founder and President Marketing - iYogi, on how the Internet of Things is revolutionizing customer service, presented at the 2014 IoT World event in Palo Alto, California.
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How the Internet of Things is Revolutionizing Customer Service
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Keynote
How the Internet of Things is Revolutionizing Customer Service Internet of Things World Event Palo Alto, California June, 17-18
Vishal Dhar Co-founder & President Marketing www.iyogi.com
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Trillions of IoT enabled devices
If customer intelligence is one of the primary enablers of great service delivery, IoT presents the greatest opportunity
Remotely monitor and capture data from everyday devices that drive modern life
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Connections in the IoT ecosystem often stop at
device-to-user utility, missing out on broader
opportunities
IoT has a deeper and a more transformative potential
Potential to disrupt and revolutionize customer service
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…driven by 1:1 customer engagement practices
becoming a reality
In an age of pervasive automation, we will witness a new ‘service’ conversation
Automated, proactive support and a new layer of connectivity and automation in our customer engagement
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Customer service revolution driven by IoT
holds the key
Most technologists and users, dazzled by the broad scope fail to realize how IoT can elevate the bottom line
Increase customer lifetime
Grow ARPU
Uncover new revenue opportunities
Reduce costs through automated support
Top 10 Drivers for Service Innovation in the Emerging IoT World
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1. Unified customer service management
platforms
Across hybrid IoT ecosystems providing integrated support channels, apps, databases, and user tools for an enhanced customer experience
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2. Synchronized customer
intelligence
Processed in real-time across users, devices, functionalities and location preferences
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3. Going beyond real-time to future-time
Pre-emptive support by combining customer intelligence with predictive analytics
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Improved manageability
Always on, interconnected networks
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Balancing automation and
human interaction
Intelligent interventions that will qualify issues and optimal resolutions with self-service assets, utilities and service requests
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Devices, and not consumers will
interact with the support layer
Devices will interact with a support layer, to fix things proactively, and make decisions without human intervention through automated customer service
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Costs of service management will
be driven down
Through preemptive management and support automation
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Service platforms will unlock the
hidden revenue opportunities
Customer intelligence streamed in real time that provides insights that help in anticipating customer need to purchase products and services
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Personalization and engagement
Big Data driven personalization combined with on-demand service engagement
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Subscription management
Managing entitlement and subscription life-time for customers across multiple devices
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The World's Most Powerful Service Platform