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Redefining Customer Experience with Technology

By CIOReview | Monday, November 30, 2020

IoT-enabled devices empower companies to extend their communication far beyond the point of sale and traditional reporting to measure customer satisfaction. The connected devices are driving further acumens into customer usage and pushing R&D in user behaviors.

FREMONT, CA: Technology has created the new digitized frontier that businesses are battling on, which can revolutionize how customer experience can deliver value for both customers and organizations. Companies now understand the interaction between the customer and product has a substantial weighting in their overall experience. Predominantly with IoT-enabled devices, firms are starting to gain a holistic view of their customers.  It has given enterprises new engagement models that can deliver tailored and predictive experiences to their clients.

IoT-enabled devices empower companies to extend their communication far beyond the point of sale and traditional reporting to measure customer satisfaction. The connected devices are driving further acumens into customer usage and pushing R&D in user behaviors. IoT is no more hype but an actuality that can be an asset for companies to differentiate themselves. These businesses identify the importance of software as the interface rather than just the hardware that powers it.

For instance, one technology giant has changed the playing field for mobile phones. When manufacturers were manufacturing phones that were smaller, thinner, slides, flips, and encompassed MP3, cameras, and primary navigation, the firm introduced its own smartphone range. A bigger phone with a basic camera, no flip, and slide, and was not the thinnest on the market. Still, it conquered with its superior user interface and the user experience created. The performance was so unmatched; it empowered the company to dominate the mobile phone market to this day and for years to come. With the phone launch, the company was labeled an innovator by solely bringing together current hardware and overlaying a user friendly and easy to run interface to conclusively change the customer experience.

It is vital to understand the digital revolution and employ software to support and withstand a competitive advantage. IoT devices like smartwatches, TVs, fridges do not inevitably feature newer, innovative technology. As hardware is getting slightly better, the battle has moved to the software to better leverage what is available. Businesses need to design an inclusive customer experience within their products to create a sustainable competitive advantage.