Billions of things — buildings, machines, devices and other materials embedded with sensors — will begin to request support on behalf of human customers over the next two years, so how should businesses respond? IT leaders must adapt their processes and technologies to support "thing service."
- Identify the Level of Intelligence of Your Thing Customers
- Fixed Things
- Adaptable Things
- Autonomous Things
- Equip Customer Service Agents With the Ability to Understand Things' Signals
- Pinpoint Common Use Cases of Thing Service to Develop a Long-Term Vision for IoT
- Coordinate With Industry Ecosystem Partners to Co-Develop an IoT Strategy
Gartner Recommended Reading
©2020 Gartner, Inc. and/or its affiliates.
All rights reserved.
Gartner is a registered trademark of Gartner, Inc. and its affiliates.
This publication may not be reproduced or distributed in any form without Gartner’s prior written permission.
It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact.
While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information.
Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such.
Your access and use of this publication are governed by Gartner’s Usage Policy.
Gartner prides itself on its reputation for independence and objectivity.
Its research is produced independently by its research organization without input or influence from any third party.
For further information, see
Guiding Principles on Independence and Objectivity.