Hpbv ex customer experience in the age of the internet of things - bvex ppt

Customer Experience in the Age of the Internet of ThingsAre people ready for the Internet of Things (IoT)? This presentation

gives insights into consumer sentiment and opinion about the benefits

and pitfalls of this emerging technology.

How will people react and are they open to sharing data to get

personalised products and services?

A Business Value Exchange Research Report

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Our survey of 1,000 people asked consumers about their

openness to interacting and sharing data on devices and

services, connected to the IoT.

A Business Value Exchange Research Report - businessvalueexchange.com

Five key takeaways for customer experience in the

Internet of Things

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Regardless of age, people are uncomfortable with sharing their data with companies and brands on connected devices.

Openness and interest in having internet-connected touch-points with brands decreases with age.

Males are more open to the benefits of the IoT than females, especially when it comes to sharing data in order to get more personalised products and services.

There is more openness to IoT services when people feel like they’re getting something that benefits them and doesn’t appear to be marketing related.

People were more willing to track and share health measurements with their physicians than they were home security data with companies. This suggests a high level of distrust around how companies would use the information.




Most of the people surveyed weren’t open to the benefits of

the IoT because of concerns over sharing data.

The data problem


Smart Home Security

On what types of devices would you NOT want to share personal information with a company or brand?

31%

Health-Monitoring Device

24%

Wearable Tech

20%

20%

Smart Home Applications

18%

None of the Above

54%

Smart Car/Auto Tech

How comfortable are you sharing personal data with a company through a smart or internet-connected device in order to receive a more personalised customer experience?

Male Female

Overall

23%Comfortable

13%Comfortable

8.4%Comfortable

54%Uncomfortable

69%Uncomfortable

45.2%Uncomfortable

Smart Home Security

What types of devices would you most likely use to share personal information with companies or brands (E.g. To get a better service or to lower costs)?

14%

Health-Monitoring Device

12%

Wearable Tech

15%

Smart Car/Auto Tech

10%

Smart Home Applications

9%

None of the Above

68%

In which scenarios would you consider using a smart or internet-connected device that shares personal data and information with a company?

Not willing to share data with companies

Yes to tailored products

Yes to connect multiple devices

Yes to automate home appliances

None of the above

Yes to monitor home security

Yes to suggest products tailored to my interests

17%17%31%

47%10%13%16%


How did consumers react when asked about the potential

benefits of the IoT?

The benefits of the Internet of Things


How would you feel if a company tracked and notified the status of your house appliances (E.g. Heating, doors unlocked or sink running)?

Male Female

Overall

29%Comfortable

16%Comfortable

9.1%Comfortable

50%Uncomfortable

71%Uncomfortable

49%Uncomfortable

How comfortable would you be if your mobile device sent you notifications when your normal route to work was experiencing congestion?

Male

Female Overall

18%Uncomfortable

38%Uncomfortable

29.4%Very

comfortable

21.8%Neither comfortable

or uncomfortable

19.9%Partially

comfortable

6.1%Partially

uncomfortable

22.8%Very

uncomfortable

How comfortable would you be if a brand sent you personalised loyalty and promotional offers via your mobile device while you were shopping in their store?

Male Female

Overall

27%Comfortable

33%Comfortable

48%Uncomfortable

46%Uncomfortable

37.8%Very

uncomfortable

22.2%Neither comfortable

or uncomfortable 12.4%Partially

comfortable 11.4%Partially

uncomfortable

16.1%Very

uncomfortable

Would you find it desirable if brands contacted you when it was time to replace past purchases (E.g. Vacuum/water filters, light bulbs about to blow or worn out shoes)?

52%very undesirable

17.1%Neither desirable

or undesirable 10.8%Partially desirable

9.8%Partially

undesirable

10.3%very

desirable

60% 19%of females

58% 25%of males


So what have we learned?


The IoT is still in the early stages of adoption and as such, consumers aren’t tuned in to the benefits of the technology.

The majority of people, regardless of age or gender, are uncomfortable with sharing data with brands over connected devices.

People need to see practical examples from the technology before they buy into it.

Men are more comfortable than women when it comes to sharing data on connected devices to gain personalised products and services.



Young people are more open to the benefits of the IoT than older generations.

Business leaders need to create consistent experiences across all devices and brand touch-points if they want to win the trust and loyalty of consumers.


Business leaders need to put in place strategies that will deliver consistent customer experiences while the IoT is still in its infancy.



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Hpbv ex customer experience in the age of the internet of things - bvex ppt