Gartner Research

The Internet of Things Will Improve the Customer Experience

Published: 26 April 2017

ID: G00324905

Analyst(s): Partha Iyengar

Summary

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.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Knowledge of the Internet of Things obliges CIOs to show their organizations how it will affect customer experience
    • Recommendations
  • The Internet of Things will give CIOs a tool for improving the customer value chain
    • Recommendations
  • The Internet of Things will give CIOs the influence to revamp CX techniques and metrics
    • Recommendations

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