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Realizing the Benefits of Internet of Everything for Customer Experience: Part 1 #IoE

We’re entering the age of the Internet of Everything (IoE), which is about connecting the Internet to the physical world (people, process, data, and things). We’re early in the process, with approximately 10 billion devices already connected. By 2020, Cisco projects that this number will reach 50 billion “things.” One of the key areas of impact identified in the Cisco Internet of Everything Economy report, “Embracing the Internet of Everything To Capture Your Share of $14.4 Trillion,” is customer experience. The report estimates that IoE-driven customer experience advances — based on increasing customer lifetime value and growing market share by adding more customers — will drive $3.7 trillion of the estimated $14.4 trillion of IoE Value at Stake globally over the next decade.
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IoE is enabling organizations to engage with their customers in whole new ways and to create new business models. IoE is all about making new connections possible: interactions among people, and between people and devices. It’s also about the ability of devices to communicate with each other, with applications, and with digital services, and then empowering those technologies to take action based on these communications.

When more of the world is connected, expect the delivery of your customer experience to shift beyond the boundaries of your current web and mobile sites, and past the walls of your offices and stores. New technologies connected to the Internet — including things like Google Glasses, IP-enabled lightbulbs, new gesture technologies, and sensors — will form the foundation of IoE. However, it is the data stream produced by all of these new connections that will have the greatest impact on your relationship with your customers.

With IoE, you will be better able to build customer loyalty and delight — creating emotional brand connections, personalizing the experience, and targeting offerings based on the data generated by IoE. Just think about what the IoE-powered future might look like across your customer journey.

  • Transform the process of building awareness and encouraging purchases,by bringing together data from various sources, including sensors that pick up signals to help anticipate customer needs. Target these customers in real time based on history, location, and activity.
    • Apps move from performing cross-brand product comparisons to enabling customers to determine where to find items based on criteria they set, including best price, product ratings, and the most convenient retail location to shop (automatically taking traffic and wait times into consideration).
    • Connected vending machines, digital signage, and other surfaces will recognize customers and deliver customized content at the point of need.
    • Items will be ordered on — and delivered to — a customer’s mobile phone, wherever it is located.
  • Post-sale, connect with the personal side of customers’ lives to help them achieve their goals. This will enable you to add post-sale value to create new revenue streams and drive new insights for innovation. Look for ways to be proactive, anticipate and prevent issues before they happen, or make suggestions that will improve a customer’s life.
    • Mobile devices or sensors react to the environment and are set to receive personalized messages placed by you or your customers’ social circles.
    • Sensors on clothing monitor customers’ health, enabling them to analyze and collect information about themselves, optimize their personal behaviors, and alert caregivers when there is an issue.
    • Connected cars move beyond monitoring an automobile’s performance to collecting data about customers’ driving habits, providing instant insurance quotes, and communicating with things along a route

These capabilities can be offered as services, and the great thing is they can be updated and improved over time. Companies like Nike are already way ahead with products like Nike Fuel. Nike has secured a role in my life around my fitness goals, and given all the history it has collected about me, I am not likely to switch to a competitor anytime soon.

If you want to be in a position to tap in to the potential of IoE, it’s time to get thinking about the role your brand will play in this new world. One of the first steps in designing your customer experience is good information about the needs and trends of your customers. Cisco is helping through primary research such as the Connected Customer Experience Report for Health Care, with more industries to come.  Please also follow us on the new Cisco Customer Experience Facebook page and Twitter for updated information.

In Part 2 of this blog series, I’ll provide specific details on how to get started in realizing the benefits of IoE for improving customer experience. In the meantime, I’d love your thoughts on how IoE will redefine customer experience as we know it.

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Welcome to the Next Generation of the Internet

No one could have imagined the fundamental impact the Internet would have on both society and the economy—changing our lives forever. The Internet has already transformed the way we work, live, play, and learn. And, this is only the beginning.

The extraordinary growth and transformation of the Internet is unprecedented, but what does the future of technology hold, and where is the Internet heading? Business executives, technologists, and policymakers are not only asking these questions—they also are looking for a map of the future that will help them assess changes in the Internet, and possible out-comes and implications of those changes for business, national policy, and regulation.

Recent research by Cisco IBSG has identified 10 major technology trends that we believe are shaping the direction of the Internet today and, most certainly, will change its direction in the future.

  1. A World Gone Mobile Read More »

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Revisiting the Evolution of Business Process

April 12, 2013 at 6:00 am PST

In my last blog, I discussed re-engineering your business processes with social collaboration. Prior to the availability of social collaboration tools, businesses re-engineered processes for automation, taking advantage of repeatable steps in order to cut out manual steps and wasted operation.  Adding social considerations opens the possibilities of collaboration, especially for the knowledge worker who needs to largely work person to person in order to exchange information, create content, and communicate across the globe.

We’re now on the brink of a new phase of business process evolution and it is coming with the Internet of Everything (IoE). This phase will be a combination of the first two phases, automating knowledge exchange, introducing machines into collaborative interactions with people, and using experience to continually learn and adjust processes on the fly. I am excited by the potential.

I envision a more immersive experience in my day to day processes, one where the collaboration tools are doing their job so well that the functionality is transparent to me after a few instructions and interactions. I can still provide tweaks to the instructions, but largely, the tools learn from my actions and predict where my attention is needed and with whom I need to connect for the proper expertise and at the proper time. Here are a few ideas that Cisco is kicking around: Read More »

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Warrior on CNBC: “Innovation May Spark Economic Renewal”

April 10, 2013 at 1:57 pm PST

Cisco Chief Technology and Strategy Officer Padmasree Warrior offers a commentary on the Internet of Everything today on CNBC.com.

She states in part:

“The Economist magazine cover story recently explored whether innovation was dead. Is it possible that after five years of a tough economy with a slow recovery that we’re done when it comes to new ideas? …

… There are indicators now that we’re about to launch into the next era, driven by what people are calling the “Internet of Everything” or IoE. It’s the next stage of Internet growth with the intelligent connection of people, process, data, and things. …

There is a lot at stake here: $14.4 trillion to be exact—just for the private sector. That’s the amount that our research shows could be gained globally in the next decade from the intelligent connections.” …

Read her full commentary here.

Additionally, read Cisco’s white paper on the Internet of Everything…and, our Frequently Asked Questions (FAQ) document.

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#EngineersUnplugged S2|Ep9: IPv6 or 1970s Math

April 10, 2013 at 12:13 pm PST

The Internet of Everything fuels our daily lives, but leads to some new challenges in the networking space. Join us for this week’s episode of Engineers Unplugged as Damian Karlson (@sixfootdad) and Tom Hollingsworth (@networkingnerd) discuss the pros and cons of IPv6, firewalls, and the failure of 1970′s math. Watch and see:

Welcome to Engineers Unplugged, where technologists talk to each other the way they know best, with a whiteboard. The rules are simple:

  1. Episodes will publish weekly (or as close to it as we can manage)
  2. Subscribe to the podcast here: engineersunplugged.com
  3. Follow the #engineersunplugged conversation on Twitter
  4. Submit ideas for episodes or volunteer to appear by Tweeting to @CommsNinja
  5. Practice drawing unicorns

Follow us on Facebook.com/EngineersUnplugged for inside information, extra pictures, and to volunteer episode ideas. What’s your take on IPv6?

Damian Karlson, Tom Hollingsworth, a unicorn, and a whole lot of zeroes

Damian Karlson, Tom Hollingsworth, a unicorn, and a whole lot of zeroes

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