Upload
others
View
2
Download
0
Embed Size (px)
Citation preview
Closing the IoT Gap with Specialized Tech Support
Audio replay
To replay the webcast, click here: https://attendee.gotowebinar.com/recording/8532496466373323265
Presented By: Parks Associates
Patrice Samuels Research Analyst
• Consumer IoT expectations and desires
• Challenges being experienced by consumers
• Constraints and challenges of IoT stakeholders
• How support services can help to bridge the gap
between consumers expectations and current
experiences
Agenda
Wynn Grubbs
SVP, Business & Partner Development IoT Ecosystem
Presented By: PlumChoice
Estelle M. Prescott
Vice President, Partner Services
CE Manufacturer Perspective
Channing Lai
Director, Product Management Consumer/SMB Perspective
Karen McPhillips
Vice President, Marketing Retailer Perspective
Audience Poll
www.plumchoice.com www.parksassociates.com
Device penetration in broadband households
6
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Electronic door locks
Smart thermostat
Networked security cameras
Automatic lighting controls
Streaming media player
Connected DVR
Connected Blu-ray player
SmartTV
e-Reader
Game console
Tablet/iPad
Smartphone
Home network
Computer
% Owning Specified Device
Adoption of Connected Devices (Q1/14) Among all BB HHs, n=10,000 ± 1.96%
www.plumchoice.com www.parksassociates.com
Connected health device adoption
7
0% 5% 10% 15% 20%
A glucometer that works with asmartphone
A pill box with a digital screen fordisplay medication name
A sleep quality monitor
A sports watch with built-inhealth-rate monitor
A GPS watch to track location
A digital weight scale with Wi-Fi orBluetooth
A blood pressure cuff that workswith a smartphone
Digital pedometer/ fitness trackerwith Wi-Fi or Bluetooth
A treadmill, exercise bike, orelliptical with built-in app support
% Specifying Ownership
Q2/2014
Q1/2013
Adoption of Connected Healthcare Devices (2013 - 2014)
Source: fitbit.com
of broadband households reported owning and using one of the connected health devices (Q1/2013)
24%
reports owning and using a device (Q2/2014)
27%
www.plumchoice.com www.parksassociates.com
Paths to market for smart home devices
Systems
» More than one product
» Designed for Interoperability
» Hub for local control
» May include professional
monitoring and support
8
Products
» 13% of BB HHs have at least one
product
» 11% of BB HHs have more than
one product
» Approx. 40% acquire products
from retailers
www.plumchoice.com www.parksassociates.com
Consumer Needs and Desires
• Value propositions
» Convenience and control
» Peace of mind
» Home safety and security
» Energy management
• Desired features
» Sync devices to home network
» Access content from all devices
» Remotely manage devices
» Device to device communication
» Alerts for unusual events
9
www.plumchoice.com www.parksassociates.com
Challenges to the IoT Promise
• Set-up complexities
• Interoperability challenges
• Consumer unfamiliarity
• Functional glitches
• Security and privacy concerns
» 70% of smart home device
owners concerned about
unauthorized access
» Only 30% of consumer concerns
relieved with more control
10
Channing Lai
Director, Product Management
Consumer/SMB Perspective
ONNECTED
12
WIRELESS
VOICE
DESKTOP
LAPTOP
GAMING DEVICE
CLOUD BACKUP
SET TOP BOX
APPLICATIONS
& THE CLOUD
PROTECTION
(i.e. virus, malware,
identity theft)
CONFIGURATION
CONTENT/
DATA SECURITY
TABLET
DATA
ROUTER
PRINTER
CONNECTED HOME:
AUTOMATION, ENERGY
EFFICIENCY, SECURITY
Source: PlumChoice 2014
CONSUMER PERSPECTIVE: SEEKING CONVENIENCE, CONTROL & SIMPLICITY IN THE CONNECTED HOME SEGMENT OF THE IoT
13
HOME ROUTER
INTERNET
CLOUD STORAGE
SMARTPHONE
CONTROL APPS
Wi-Fi
OTA
CONNECTED HOME, CAR, HEALTH AND FITNESS
IP CAMERA
COMPUTER
HUB
Source: PlumChoice 2014
ISP CONNECTION
WATER SENSOR
IoT: convenience drives complexity
14
HOME ROUTER
INTERNET
CLOUD STORAGE
SMARTPHONE
CONTROL APPS
Wi-Fi
OTA
CONNECTED HOME, CAR, HEALTH AND FITNESS
IP CAMERA
COMPUTER
HUB
Source: PlumChoice 2014
ISP CONNECTION
WATER SENSOR
IoT: convenience drives complexity
Comprehensive
Installation Instructions
Need technical assistance? Call 1-866-555-0000
15
HOME ROUTER
INTERNET
CLOUD STORAGE
SMARTPHONE
CONTROL APPS
Wi-Fi
OTA
CONNECTED HOME, CAR, HEALTH AND FITNESS
IP CAMERA
COMPUTER
HUB
Source: PlumChoice 2014
ISP CONNECTION
WATER SENSOR
IoT: convenience drives complexity
Comprehensive
Installation Instructions
Need technical assistance? Call 1-866-555-0000
16
HOME ROUTER
INTERNET
CLOUD STORAGE
SMARTPHONE
CONTROL APPS
Wi-Fi
OTA
CONNECTED HOME, CAR, HEALTH AND FITNESS
IP CAMERA
COMPUTER
HUB
Source: PlumChoice 2014
ISP CONNECTION
WATER SENSOR DOOR SENSOR
SMART LOCK
SMART THERMOSTAT SMART WATCH SMART CROCKPOT
IoT: convenience drives complexity
Comprehensive
Installation Instructions
Need technical assistance? Call 1-866-555-0000
Audience Poll
Estelle M. Prescott
Vice President, Partner Services
CE Manufacturer Perspective
www.plumchoice.com www.parksassociates.com
Trading cost for convenience: a customer dilemma
“My Lights Weren’t Working”
19
• I called my hub manufacturer because all the
pieces of my home automation system weren’t
working in synch.
• The hub manufacturer helped me.
• Now the system is up and running again.
• My family and I feel safer coming home in the dark
– I’m now getting the value I expect.
• I called my hub manufacturer because all the
pieces of my home automation system weren’t
working in synch.
• They said their hub wasn’t the problem.
• I called the store where I bought the system; they
couldn’t help me either.
• I paid $100 for a light bulb that doesn’t even work!
• This is not what I expected.
www.plumchoice.com www.parksassociates.com
The world of IoT:
Complex for the consumer, complex for the manufacturer
20
Yesterday’s CE world The world of today and tomorrow
Deliver positive brand experience
Innovate and incubate new products
Increase revenue – move product
Stay competitive in evolving market
Support your brand’s products
Enable customers to integrate your products into highly personalized, multi-brand technology environments. Actively engage to drive adoption and usage from installation throughout the lifecycle.
www.plumchoice.com www.parksassociates.com
The world of IoT:
Complex for the consumer, complex for the manufacturer
21
Yesterday’s CE world The world of today and tomorrow
Deliver positive brand experience Exchange greater value for positive brand experience
Innovate and incubate new products Innovate and incubate new products not confined to hardware
Increase revenue – move product Increase revenue – move product
Stay competitive in evolving market Stay competitive across a broader landscape in a hyper-dynamic market
Support your brand’s products
Enable customers to integrate your products into highly personalized, multi-brand technology environments. Actively engage to drive adoption and usage from installation throughout the lifecycle.
Karen McPhillips
Vice President, Marketing
Retailer Perspective
www.plumchoice.com www.parksassociates.com
Retailer objectives
23
No Fault Found Returns
Long-term Customer Relationships
Repeat Purchase Size of Basket
A month later:
“My tablet is not
synching to my
smartphone–
glad I have tech
support.”
Hours later: “Installing
the app for my new
security camera
should be simple –
where is that number
for tech support?”
Several months
later: “Why can’t
I connect my
son’s new tablet
to the printer?”
POP
SPECIALIZED TECHNICAL SERVICES
YOUR BRAND
HERE
POS
1 3 2
CUSTOMER 1 PEACE Of MIND
CUSTOMER 3 “DO IT YOURSELFER”
CUSTOMER 2 “DO IT YOURSELFER”
A DIY newbie, he
thought about, but
declined the
advanced tech
support offer when
he bought his new
laptop. At home, he
self-installs and
all is well.
Passionate about
DIY, he declined
the advanced
tech support offer
when purchasing
his home security
system.
Weeks later: After
submitting his
online product
registration, he
receives an email
offering advanced
tech support.
POP
= Purchasing options
Installation:
The first critical
step on the road
to adoption
Source: PlumChoice 2014
Advanced tech
support was
offered along with
her new internet
bundle. She chose
the bundle to
ensure peace of
mind.
SALE
25
Source: PlumChoice 2014
RETAILER/eTAILER
CE MANUFACTURER
ISP
THIRD PARTY
Simplifying complexity by way of a
continuous service experience is paramount to IoT success
WHO?
26
Source: PlumChoice 2014
RETAILER/eTAILER
CE MANUFACTURER
ISP
THIRD PARTY
MONETIZE BUNDLE IN
ASSUME THE COST
INVEST
Simplifying complexity by way of a
continuous service experience is paramount to IoT success
WHO? COST?
27
Source: PlumChoice 2014
RETAILER/eTAILER
CE MANUFACTURER
ISP
THIRD PARTY
MONETIZE BUNDLE IN
ASSUME THE COST
INVEST
SIMPLIFY AND SUPPORT PRODUCT USAGE &
INTEROPERABILITY
Simplifying complexity by way of a
continuous service experience is paramount to IoT success
WHO? COST?
Patrice Samuels Research Analyst
Gaps in IoT Implementation
• Challenges for all stakeholders
» Gaps in implementation of open standards
» Many permutations of home technology
environments
• Consumers will purchase more devices
» Popular devices 12% to 16%
up from 10% to 12%
• Consumers want integrated systems
» 80% prefer integrated systems
to stand alone devices
• Consumers value for support
» 60% report that having professional
tech support is highly valuable
29
Wynn Grubbs
SVP, Business & Partner Development
IoT Ecosystem
The Not So Smart Home, Molly Wood
31
The Not So Smart Home, Molly Wood
32
Keep your receipts
There will be a compounding effect of service delivery complexity.
Services
DA
TA
Internet of Services stack
33
6. Aggregator Solutions
4. Point Control Apps
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
7. Cloud/SaaS
5. Control Devices
SEC
UR
ITY
Source: PlumChoice 2014
Hubs
Gateways
Apps
Platforms
Protocol converters
Gateways
Hubs
Thermostats
Crockpots
Lights
Toothbrushes
Retailers
ISPs
Smartphones/Tablets
Application Specific
Cloud Services
www.plumchoice.com www.parksassociates.com
Realizing the promise of the IoT
34
Services that optimize the personal technology
environments of consumers and SMBs
Positive brand experience
Product innovation & incubation
Revenue growth
Repeat purchase
Competitive differentiation
No Fault Found Returns
Long-term customer relationships
Size of basket
Cost containment
Business Drivers
Pre-sales consultation
Installation
Onsite installation
DIY installation
Configuration/set-up
Onboarding & training
Interconnectivity
Home network management
Data migration
Diagnosis & resolution
Maintenance & updates
Onsite support
Upsell/cross-sell
www.plumchoice.com www.parksassociates.com
Realizing the promise of the IoT
35
Services that optimize the personal technology
environments of consumers and SMBs
Service & program definition
Pricing & packaging
Implementation
Launch
Sales
Technical support
Care
Market stimulation
Positive brand experience
Product innovation & incubation
Revenue growth
Repeat purchase
Competitive differentiation
No Fault Found Returns
Long-term customer relationships
Size of basket
Cost containment
Specialized Technical
Services
Business Drivers
Pre-sales consultation
Installation
Onsite installation
DIY installation
Configuration/set-up
Onboarding & training
Interconnectivity
Home network management
Data migration
Diagnosis & resolution
Maintenance & updates
Onsite support
Upsell/cross-sell
Delivering convenience, control & simplicity through exceptional
customer experiences that yield deeper, more robust relationships.
The brave new connected world
36
Q & A
Wynn Grubbs
wgrubbs@
PlumChoice.com
Thank you
Patrice Samuels
patrice.samuels@
ParksAssociates.com
Karen McPhillips
kmcphillips@
PlumChoice.com
Channing Lai
clai@ PlumChoice.com
Estelle M. Prescott
eprescott@
PlumChoice.com
›CONNECTIONS Summit at CES
At CONNECTIONS™ Summit, leading executives share consumer and industry data on trends in CE, home systems, tech support, value-added services, and video.
Event Topics
IoT and Smart Home Devices
Next-Generation Set-Top
Boxes Entertainment Apps and the New Customer Experience
Streaming to the Box: CE and OTT
Consumer Tech Support in a Multiscreen Home
Smart Home Platforms: Interoperability and Connected Devices
Visit CONNECTIONSSummit.com