Gartner Research

Exploit the New Customer Interaction Opportunities Created by IoT Devices

Published: 30 May 2018

ID: G00355619

Analyst(s): Nick Jones

Summary

Internet of Things not only will substantially increase the number of potential customer interaction points, but also will enable enterprise architecture and technology innovation leaders to create new opportunities for digital business innovation based on purpose-built IoT devices.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Identify New Customer Interaction Opportunities Enabled by IoT Devices by Bringing Together Teams of Technologists and Business Staff to Conduct Ideation Exercises
    • Conduct Ideation Exercises With Business Peers to Both Educate Them and Identify New Opportunities
    • Identify Potential Partners That Own Access to Relevant Devices
    • Identify New Opportunities Unlocked by Analytics
    • Identify Both Threats and Opportunities: Which New IoT Devices and Interactions Might Damage Your Business?
  • Prioritize New Opportunities Enabled by IoT, and Create a Plan to Exploit Them, Acquiring New Skills and Partners Where Necessary
    • Prioritize Opportunities Based on Business Feasibility and Potential
    • Identify Skills Gaps and Potential Partners to Fill Them
    • Create a Robust Digital Ethics Policy, and Conduct a Detailed Ethical Review Before Implementation
  • Create New Services and Revenue Sources by Developing Prototypes of New Purpose-Built IoT Devices
    • Monitor IoT Technologies and Innovators to Identify Opportunities Enabled by Either Technology or Cost Trends
    • Identify Low-Cost Opportunities to Convert Passive Products Into Active Relationships That Deliver New Forms of Value
    • Buy or Develop Prototypes to Evaluate New Device Opportunities
    • Identify Potential Techquisitions

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