Customers increasingly encounter connected "things" in products and services. The Internet of Things can improve customer experience and augment the humans who deliver it. It gives CIOs an opportunity to play a bigger role in customer experience.
Impacts and Recommendations
- Knowledge of the Internet of Things obliges CIOs to show their organizations how it will affect customer experience
- The Internet of Things will give CIOs a tool for improving the customer value chain
- The Internet of Things will give CIOs the influence to revamp CX techniques and metrics
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