Gartner Research

How to Use IoT to Extend Customer Experiences

Published: 17 October 2016

ID: G00311573

Analyst(s): Ankush Jain , Bhavish Sood, Julian Poulter , Partha Iyengar


From Amazon Dash Buttons to FedEx telematics-based package tracking systems, the real-time nature of IoT opens up new ways of treating customers. We explore use cases, strategies and best practices for IT leaders deploying IoT to personalize customer experiences.

Table Of Contents
  • Key Challenges



  • In an IoT World, Customer Experience Requires Shared Responsibility Across Sales, Customer Service and Marketing
  • Develop a Business Model and Benefits Framework Before Starting the Initiative
    • Amazon Dash and DRS
    • Oral-B SmartSeries
    • HP Instant Ink
    • Engie and British Gas Hive
    • Summary
  • Anonymize Data and Aggregate for Analytics

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