Gartner Research

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

Published: 23 May 2016

ID: G00307899

Analyst(s): Don Scheibenreif , Olive Huang


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



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

  • Impacts
  • Recommendations


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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