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After 7 years, how is the Internet of Things changing customer experience?

After 7 years, how is the Internet of Things changing customer experience?

by Marcus Hickman | 16 Nov, 2018 | Our blog, Smart Service

In 2011 we wrote about how Internet of things technology would impact customer experience in “The Big Switch – How customer service is becoming smart” . Back then, (and in this follow-up report) we identified several drivers which we thought would smooth the way...
Getting the most out of market research for Voice of the Customer programmes

Getting the most out of market research for Voice of the Customer programmes

by Jo Davies | 29 May, 2018 | Customer experience, Our blog, Voice of the Customer (VoC)

It is early summer 2018, organisations have more and more opportunities to adopt increasingly sophisticated ways to understand their customers whether its AI from language processing (such as chatbot feedback and text analytics) to data analytics (such as business...
Movers, Shakers and Household Sensors – all part of the PropTech innovation

Movers, Shakers and Household Sensors – all part of the PropTech innovation

by Jo Davies | 16 May, 2017 | Our blog, Smart Service

Quoted in the Estates Gazette, Brandon Weber, CPO & Co-Founder, VTS says “I think the assumption that property never adopts new technology is false. The real reason? No one has delivered innovative, high-on-return-investment technology for the sector in decades....
Internet of Things Research nudges Customer Experience: a 4-step process

Internet of Things Research nudges Customer Experience: a 4-step process

by Jo Davies | 26 Jan, 2016 | Our blog, Smart Service

First, take an everyday physical object – a watch, fridge or even a car. Second, embed it with smart functions, such as sensors, which allow the monitoring of the performance of the physical objects. Third, add connectivity to allow centralised data analytics. Fourth,...

Movers, Shakers and Household Sensors – leading innovations in customer experience

by Jo Davies | 16 Sep, 2015 | Smart Service

Analysts predict the sensor market and the internet of things will be worth US$29bn by 2020. Cisco the tech giant estimates that there are 15 billion connected devices today and could reach 50 billion by 2020. But, what progress has been made and what customer service...

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