The Internet of Things (IoT) holds the key to disrupt and revolutionize customer service.

1. Top 10 Drivers for
Service Innovation in
the Emerging IoT World

2. 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

3. 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

4. …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.

5. 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

6. Top 10 Drivers for
Service Innovation in
the Emerging IoT World

7. 1.Unified customer
service management
platforms
Across hybrid IoT ecosystems
providing integrated support
channels, apps, databases, and user
tools for an enhanced customer
experience

8. 2.Synchronized
customer
intelligence
Processed in real-time across
users, devices,
functionalities and location
preferences

9. 3.Going beyond real-
time to
future-time
Pre-emptive support by
combining customer
intelligence with predictive
analytics.

10. Improved
manageability
Always on,
interconnected
networks.
4.

11. Balancing
automation and
human interaction
Intelligent interventions that will
qualify issues and optimal resolutions
with self-service assets, utilities and
service requests
5.

12. 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
6.

13. Costs of service
management will
be driven down
Through preemptive
management and support
automation
7.

14. 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.
8.

15. Personalization
and engagement
Big Data driven personalization
combined with on-demand
service engagement
9.

16. Subscription
management
Managing entitlement and
subscription life-time for customers
across multiple devices
10.