How the Internet of Things is Revolutionizing Customer Service

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Keynote

How the Internet of Things is Revolutionizing Customer Service Internet of Things World Event Palo Alto, California June, 17-18

Vishal Dhar Co-founder & President Marketing www.iyogi.com

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Trillions of IoT enabled devices

If customer intelligence is one of the primary enablers of great service delivery, IoT presents the greatest opportunity

Remotely monitor and capture data from everyday devices that drive modern life

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Connections in the IoT ecosystem often stop at

device-to-user utility, missing out on broader

opportunities

IoT has a deeper and a more transformative potential

Potential to disrupt and revolutionize customer service

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…driven by 1:1 customer engagement practices

becoming a reality

In an age of pervasive automation, we will witness a new ‘service’ conversation

Automated, proactive support and a new layer of connectivity and automation in our customer engagement

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Customer service revolution driven by IoT

holds the key

Most technologists and users, dazzled by the broad scope fail to realize how IoT can elevate the bottom line

Increase customer lifetime

Grow ARPU

Uncover new revenue opportunities

Reduce costs through automated support

Top 10 Drivers for Service Innovation in the Emerging IoT World

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1. Unified customer service management

platforms

Across hybrid IoT ecosystems providing integrated support channels, apps, databases, and user tools for an enhanced customer experience

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2. Synchronized customer

intelligence

Processed in real-time across users, devices, functionalities and location preferences

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3. Going beyond real-time to future-time

Pre-emptive support by combining customer intelligence with predictive analytics

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Improved manageability

Always on, interconnected networks

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Balancing automation and

human interaction

Intelligent interventions that will qualify issues and optimal resolutions with self-service assets, utilities and service requests

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Devices, and not consumers will

interact with the support layer

Devices will interact with a support layer, to fix things proactively, and make decisions without human intervention through automated customer service

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Costs of service management will

be driven down

Through preemptive management and support automation

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Service platforms will unlock the

hidden revenue opportunities

Customer intelligence streamed in real time that provides insights that help in anticipating customer need to purchase products and services

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Personalization and engagement

Big Data driven personalization combined with on-demand service engagement

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Subscription management

Managing entitlement and subscription life-time for customers across multiple devices

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The World's Most Powerful Service Platform