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Using Cutting-Edge IoE Technologies To Deliver Old-Fashioned Customer Experiences

Ever step into a small-town “mom and pop” store? The owners seem to know everyone in the community, along with their individual needs, likes, dislikes, and current life situations.

It’s not easy to scale that kind of old-fashioned customer intimacy to a larger retail setting, online or off. But in the Internet of Everything (IoE) era, the same technology that is leading us headlong into the future may also help us take a step back. In the process, it may go far to improve customer experience and cement brand loyalty.

While IoE can’t conjure a kindly couple to help with a purchase, someday soon you may enter a store, bank branch, or car dealership and be guided through the steps of the process via your smart device. You’ll be greeted at the door with a personalized message. And while you’re browsing, talking to a salesperson, or engaging with an expert, you will receive content automatically to support your customer journey and your eventual buying decision. All of these suggestions will be rooted in your past purchases and browsing history, and reflect your individual needs, likes, dislikes, and current life situation (sound familiar?).

CustomerExperience

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Emerging Markets Are Upbeat on Cloud

The sweeping changes driven by cloud and the Internet of Everything (IoE) are upending traditional models of IT consumption in dramatic ways.

In order to shed new light on these trends and their impact on IT, Cisco® Consulting Services (CCS), in partnership with Intel®, conducted a wide-ranging study. We explored the powerful changes affecting IT consumption at all stages — how businesses plan, procure, deploy, operate, and govern IT services. We also focused on the ways in which lines of business (LOB) — human resources, sales, and other areas that are end users of IT — are altering overall IT consumption.

Some of our most striking findings related to the differences in perception between developed and emerging markets. The “Impact of Cloud on IT Consumption Models” study surveyed 4,226 IT leaders in 18 industries across nine key economies during March and April 2013. For our purposes, “emerging markets” included Brazil, China, India, Mexico, and Russia,; developed markets were represented by Canada, Germany, United Kingdom, and the United States.

In all markets, cloud is overwhelmingly seen as a good thing. Despite the challenges and added complexity that cloud brings to IT organizations,
a strong majority feels that the business upsides outweigh the negatives. For example, 83 percent of respondents believe that cloud will positively impact IT planning. In addition, 81 percent see a positive impact from cloud on “IT funding and procurement.” Similar percentages apply across all other IT consumption lifecycle stages.

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Gartner ITxpo: The Internet of Everything Drives Business Innovation

In a few days, I have the opportunity to discuss how the Internet of Everything (IoE) is opening up new levels of innovation, business models, and economic opportunity to CIOs and IT leaders at the Gartner Symposium/ITxpo 2013.

It’s no small task explaining the vast possibilities the Internet of Everything can offer, but here’s a sneak peek of the key points including:

  • Understanding the Internet of Everything. Despite all that is connected to the Internet, more than 99% of the world is still unconnected. As IoE works to connect people, process, data, and things that were previously unconnected, networked connections will become more relevant and more valuable than ever before, especially as we connect in new ways.
  • The Tremendous Value at Stake. Cisco predicts that $14.4 trillion of value will be “at stake” over the next decade. That’s the combination of increased revenues and lower costs that is created or will migrate among private-sector companies and industries over the next 10 years. IoE has the potential to grow global corporate profits by an estimated 21% by 2022.
  • Examples of Real-World Innovation. IoE is changing our lives in fields such as education, healthcare, and Smart+Connected Communities. Imagine how networked connections can bring together employees, teachers, students and more to increase productivity and efficiency. We are just cracking the surface of what’s possible.
  • Technology Implications and Solutions for the IoE Economy. The network is the only connection point that touches everything (people, process, data and things) and must provide an intelligent, manageable, secure infrastructure that can scale to support billions of context-aware devices.

If you are attending the Gartner Symposium/ITxpo 2013, join me on October 7 as I demo real-world scenarios and offer steps today’s IT leaders can start taking now to capture the IoE Value at Stake. I look forward to seeing you there.

Presentation Title: Networked Connections Drive Business Innovation: The Internet of Everything

Date and Time:  Monday, October 7, 2013, 3:45-4:30 p.m. ET

Gartner Symposium/ITxpo in Orlando, Florida

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As Cloud Empowers Lines of Business, Challenges for IT

As the key delivery model for the Internet of Everything (IoE) economy, cloud is helping to drive sweeping changes across nearly all aspects of our lives. But while the growth trajectory of cloud has been carefully charted, there has been comparatively little insight into its impact on IT organizations. To gain a better understanding, Cisco® Consulting Services, in partnership with Intel®, undertook an extensive global survey of 4,226 IT leaders respondents in April-March 2013 to investigate cloud-driven IT change.

The Impact of Cloud on IT Consumption Models” study explored the dramatic changes affecting IT at all key consumption lifecycle stages — how businesses plan for, procure, deploy, operate, and govern IT. This is part two in a four-part blog series that will explore some of the findings of this study and discuss how today’s IT leaders can prepare for the new model for IT.

One of the clearest expressions of this cloud-driven change is the emergence of lines of business (LOBs) — human resources, sales, R&D, and other areas that are end users of IT — both as direct consumers of third-party cloud-based services, and as ever more prominent influencers of companies’ IT agendas. This represents a major paradigm shift from decades of IT tradition, when IT itself set the agenda and made all planning and procurement decisions.

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What’s Next for the Internet of Everything and Cities?

Today’s cities are experiencing the emergence of a new imperative from public leaders and industries. “Digital urbanism” is rapidly becoming a central pillar for urban planners, architects, developers, and transportation providers, as well as in public service provision.

From a public leadership perspective, cities can be viewed as microcosms of the interconnected networks that make up the Internet of Everything (IoE). In fact, cities serve as “fertile ground” for realizing value from IoE.

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