Susan EtlingerCustomer Experience in the Internet of Things: Five Ways Brands Can Use Sensors to Build Better Customer Relationships  report cover

By Jessica Groopman, Industry Analyst




For strategists and executives at medium to large enterprises involved in digital strategy, innovation, marketing, service, product, customer experience, or data


Table of Contents

• Demystifying the Internet of Things

• Consumer-Facing Use Cases in the Internet of Things

• Embrace Use Cases Holistically to Differentiate the Customer Experience

• How Brands Can Begin Crafting Consumer-Facing IoT Strategies


Executive Summary

The Internet of Things is not some pipe dream, Jetsons-esque future state; it is an entirely new paradigm for building relationships. Yet determining when, how, and to what extent to apply connected products and other sensor-generated data to the customer experience remains poorly understood by marketers and digital strategists. Our research finds that the unique opportunity in the Internet of Things is that it has the potential to mutually benefit both enterprise and consumer. Enterprises gain visibility; consumers gain empowerment. This report reveals five use cases illustrating how consumer-facing brands can embrace the Internet of Things to create actual value for businesses and consumers alike.


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