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Enhancing the Customer Experience with Data & Analytics

Last month, I had the honor of presenting at the Internet of Things (IoT) World Forum in Chicago. The event gave me the opportunity to do one of my favorite things, collaborate and network with all of my peers who are doing creative work within the world of IoT. One of my colleagues, Kowsalya Arunprakash, Lead Architect of Virtual Data Integration Services for Time Warner Cable, co-presented and shared a use case in which Time Warner is utilizing Cisco Data Virtualization to enhance its customer experience with analytics. In today’s blog, I’d like to share more details about this use case, because I think it’s a great example of how organizations are leveraging IoT solutions as a way to better serve their customers and separate themselves from their competition.

Time Warner Cable IntelligentHome is a home security and energy management system which TWC IntelligentHomeusers can control from their smartphone, tablet or computer to do things like view live video, arm/disarm their system, turn their home lights on/off or adjust the temperature of their thermostat. As you can imagine, each one of these pieces of equipment creates a fair amount of data through radio-frequency identification (RFID) and sensors. On top of this, as consumers generally do, users are going to social media to share their experience.

Utilizing Cisco Data Virtualization, Time Warner is able to couple this data along with sales, marketing and historical customer data to get a full 360 degree view of operational analytics. By operational, I am TWC IntelligentHome 2referring to intelligence like customer trends, sales analytics and resource allocation management.

This combination is an extremely powerful tool to understand the customer in order to create and adapt products and services that cater to their wants and needs. It’s an opportunity to see how the product is being used, via RFIDs and sensors, coupled with customers’ feedback and experience shared on social media as well as their long-term history of usage and preferences.

During her presentation, Kowsalya shared that by leveraging these insights Time Warner is able to improve sales, reduce customer churn and even work with local law enforcement and emergency services to respond faster to current events. To hear more, I encourage you to watch the video interview of Kowsalya and learn about how Time Warner is using Data Virtualization to derive value for their customers.

 

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The Internet of Things: Moving Beyond the Hype

We recently wrapped up a spectacular Internet of Things World Forum 2014 (IoTWF) in Chicago.  By reviewing the highlights, it’s clear that the Internet of Things is here, it’s now… it’s big, and it’s bold. And by all accounts, IoT is advancing multiple times faster than any other technology movement in history.

More than 1,500 thought and industry leaders shared visions and real-world use cases of IoT adoption and advancement, ranging from mining and oil and gas operations to caring for the elderly with remote- and self-controlled robots. Our second annual event featured 13 keynotes and 36 workshops laser focused on setting a strong foundation for IoT developments, encompassing security, standards, protocols, governance models and much more.

We had an opportunity to hear from Chicago Mayor Rahm Emanuel, Deputy Mayor Steve Koch, and CIO Brenna Berman, who in addition to their hospitality shared with us their goal of establishing Chicago as THE IoT Center for cities.

Participants learned that while IoT gets most of the current buzz from consumer-driven products, more rapid growth and value are shifting rapidly to enterprise-wide applications that already have improved operational performance and efficiency. Today, 37% of total device (things) connections to the Internet come from industrial applications, and industrial connections will surpass consumer-based connections in 2017.

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Reinventing Innovation to Capture the Internet of Everything Opportunity

The Internet of Everything (IoE) is not only disrupting traditional business models, it is also disrupting innovation itself.

While the focus at this week’s 2nd annual Internet of Things World Forum (IOTWF) here in Chicago is on capturing the accelerated opportunity of connected things, we believe there is even greater opportunity with the Internet of Everything: the networked connection of people, processes, data AND things. IoE is already transforming business outcomes, but in order to capture the full potential of its $19 trillion economic opportunity we will need to cultivate new skill sets and ways of thinking by both established organizations and 21st century entrepreneurs.

Innovating with local communities

This, in turn, requires new types of collaborations and investment mechanisms among industry, government and academia to incubate innovative ideas and turn them into commercial, scalable solutions for the betterment of society.

I am very proud of one such exemplary collaboration between the Cisco Entrepreneurs in Residence (Cisco EIR) program, led by Mala Anand, SVP of Services Platforms (“Open innovation: Harnessing the ideas, talent and passion of the startup eco-system”), and the Chicago Innovation Exchange (CIE), a startup incubator affiliated with the University of Chicago, Argonne National Laboratory and other leading technology organizations in the greater Chicago area. This partnership, announced last April, aims to support the most promising early-stage startups in the region that are focused on game-changing IoE and Smart Cities solutions by bringing the expertise and resources of Cisco and CIE in a co-incubation environment.

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Announcing Finalists for the IoT Innovation Grand Challenge!

IoT Innovation GC Finalist IconsWhen the IoT Innovation Grand Challenge was announced in April 2014, I was a little concerned and apprehensive about the number and quality of submissions the contest would attract.  But looking back now at the overwhelming response and the fantastic submissions, I can honestly say the IoT Challenge was a tremendous success.  And it is not over yet!

The journey started in April, 2014 with only a few contest members, but it grew to a community of over 8,400 people. More than 800 submissions were received from startups all over the world and nineteen semi-finalists were announced August 1st.  The nineteen semi-finalists were given an assignment to complete.  The requirement was for each semi-finalist to submit a business plan along with a short video pitching their idea or solution.  The judging was even more difficult this round, but our six finalists have been selected!

Announcing the IoT Innovation Grand Challenge Finalists!

I am pleased to announce the six IoT Innovation Grand Challenge Finalists: Read More »

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Internet of Things World Forum 2014 – Why, What, Who and How #IoTWF

The Internet of Things is Here and Now. Looking outside of Cisco you can see this in the many and accelerating IoT companies that have been purchased this year – Google’s acquisition of Nest Labs, Facebook’s acquisition of What’s App, and many more.   Internet of things has been around as a term since about 1999, however, its recent popularity is due to a few emerging trends.  In the consumer space there’s been wide adoption of connected products such as smart thermostats and intelligent pedometers.  In larger organizations, we’ve seen the rise of BYOD and M2M -- both predecessors to IoT. 

To further accelerate the transition towards IoT and build the ecosystem, we are once again bringing together the best and brightest who are working on, and using these technologies.  That is why, in October 2014, Cisco is hosting the Internet of Things World Forum in Chicago.

IoTWF Jaishree Blog

Internet of Things World Forum – Why?

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