I was recently honored to be one of the thought leaders interviewed for SAP’s “Focusing Forward with IOT” report. Along with the other technology leaders included in the study, I believe the Internet of Things (IoT) holds huge potential for society, especially when it comes to customer experience (CX).

The fact that the IoT can help businesses gain so much information about their customers is incredibly exciting to me. But how they begin to use that information to transform the customer journey is where the real power of the IoT lies.

If you’ve shopped anywhere, or purchased anything, in the past few weeks, you know there is still much room for improvement in the CX sphere. Most companies right now are somewhere in the middle of their digital transformation—starting to implement chat bots, trying out smart beacons, creating apps to fit their customers’ mobile lifestyles. I’m not going to lie: CX is a bit messy at the moment. As we try to create omni-channel experiences in the midst of change, it’s going to be. But I have all faith that things will settle down for the better in the next few years, and that’s where the IoT comes in.

The IoT is the strongest tool we have to bring coherence to our omni-channel CX strategies. For one, it has the power to show us what customers really want, when, and how they want it. Second, it holds tremendous potential for engaging customers 24/7—where they work, live, eat, and move. There has never been a more exciting time to work on creating a powerful and consistent CX. The following are a few ways the IoT can help you build an airtight customer journey.

Sourced through Scoop.it from: www.forbes.com