Gartner Research

Architect Your Business to Engage, Interact and Serve 'Things' as a New Customer Segment

Published: 07 March 2016

ID: G00299871

Analyst(s): Jenny Sussin , Theodore Travis , Don Scheibenreif

Summary

The Internet of Things will change current customer definitions. As these economic agents become a new customer segment, enterprise architects must rethink the notion of customer to help their organizations capitalize on this emerging trend.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Enterprise architects must design for an Internet-connected thing requesting support from customer service as the organization's first exposure to things as customers
  • Enterprise architects must collaborate with their marketing organizations on the use of algorithms in their approaches to things
  • Enterprise architects must proactively outline impacts on sales and digital commerce processes to accommodate things as customers, developing deliverables to secure a pilot program

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