CX and the Internet of Everything

It's a concept that continues to rise in the tech industry: a world of Internet-enabled sensors and devices to allow us to better understand our surroundings. Combined with everyday things, these smart products take the final form as connected goods, connected devices, connected everything. 

But how does this increased connectivity benefit the customer experience? Or even the human experience?

Yes, brands will have more insight into how products move in stores. Manufacturers will be able to reduce costs and improve quality by tracking product as it is being created in facilities all over the world. Vineyards and farmers will track pH, moisture, and nutrient levels down to every row of produce to better judge their yield during harvest. Healthcare professionals will be able to provide remote medical assistance by tracking how closely a patient is following their plan of care through wearables and sensors tied to medication.

But again, what do these advances provide to the customer experience?

As Daniel Newman recently wrote in Forbes: "Where customers want to spend their money is no longer influenced by brand messages, but rather by the experiences they get from brands." Certainly, messaging is still a proven way to attract new customers, but don't stop caring for their needs as soon as you send them a login and temporary password. That's just the beginning of a positive and powerful digital experience.

Put yourself in the shoes of your users. Ask them questions. Understand where they are facing friction in their everyday lives. Uncover hidden opportunities to delight them in ways your competition has not yet imagined. By comprehending the full user journey and the many unique opportunities you have to engage with your customers, you will be better positioned to build true brand loyalty and trust.

Ideally, all these connected products and sensors will provide insight into how products are being purchased, used, reused, and eventually recycled or disposed of in some sustainable fashion. Useful and contextual metrics can help boost how best to design and deliver goods and services to people all over the world.

But all the sensors in the world won't remove the need to understand your customers, especially those that are in constant motion. Always plan your digital engagement strategies through the eyes of the actual customer, in the true context of how they interact with your brand and company.

We recently put together a summary of 5 ways brands should look to improve on this experience, especially in the context of "users in constant motion". To read more, download the whitepaper here.