To understand the impact of IoT on customer service you first need to know what it is. Briefly defined, IoT is a system of interrelated devices, digital machines, and objects that have unique identifiers. All these entities also have data transfer capabilities over networks without the need for human/human or human/computer interaction. In this article, we’ll explore how you can redefine and improve customer relationships through IoT.
These days, when migrants arrive at a refugee camp, one of the first things they ask for is access to WiFi and electricity to recharge their cell phones. Their smartphone is as basic a resource for survival as food and water. This is a vivid reminder of the fact that we are fully immersed in a digital world.
“The actual path of a raindrop as it goes down the valley is unpredictable, but the general direction is inevitable,” says digital visionary Kevin Kelly — and technology is much the same, driven by patterns that are surprising but inevitable. Over the next 20 years, he says, our penchant for making things smarter and smarter will have a profound impact on nearly everything we do. Kelly explores three trends in AI we need to understand in order to embrace it and steer its development. “The most popular AI product 20 years from now that everyone uses has not been invented yet,” Kelly says. “That means that you’re not late.”
Today we have the capabilities – and the increasing customer expectation – to have everything immediately available, easy to use or handle, but still totally tailored to each of us individually. We live in an age where personal tailoring on industrial scale is becoming the norm, not the exception. Michael Bednar-Brandt, Director Digital Transformation EMEA at Oracle, discusses the move from products to service models and how it has naturally started to impact business models.
Marc Vollenweider has spent over 15 years guiding Evalueserve to become a global research, analytics and data management solutions provider. In this week’s episode he discusses his transition from being a McKinsey partner to founding a business employing over 3,500 people as well as the counter-intuitive benefits arising from simplification and automation.
Innovation at best is like watering a nice healthy plant, making it grow and blossom; however, watering without the plant is just getting the dirt wet. Nothing happens. Currently, all over the world and with more than 100 major innovation themed events yearly, complete with great photo opportunities for local and national leadership, most nations have little to show for these super expensive efforts. It seems that we talk a lot about innovation and find ourselves stuck in the suffocation of great ideas. And, suddenly the Trump nation erupts on a high note!
Visions and consequently major innovations are molded by the technical and human revolutions that industries live in. In a time when just one big industrial revolution existed, every company simply had to follow the common path (see production automation in the 60′s-70′s). The 20th century car industry was a good example. Then Internet technology came onto the scene (more complex and diverse than the web from the early 2000′s) and the thread for innovation is no longer so straight forward.
Besides being the single most complicated facet of business, it can be said that project management is also the most perplexing one. Not only that it demands a flawless cooperation of multiple employees, teams and even departments, unfailing organizational strategies and uninterrupted workflow, but it requires an absolute absence of standstills, inaccuracies and slips as well.
Research and analytics have changed tremendously in recent years. With new technologies, advanced software and a global marketplace, the solutions are becoming much more complex. In this Innovation Ecosystem podcast Mark Bidwell speaks with Marc Vollenweider, CEO of Evalueserve, a company that offers innovative and disruptive solutions to their clients’ problems. Marc has a genuinely unique perspective on the changes taking place in various industries and offers a lot of advice, for leaders as well as those working for more traditional and regulated firms, on how they can successfully navigate through these disruptive waters.