Why IoT Can Be a Game-Changer for Digital Customer Experience

The US may be heading for a recession this year. It isn’t slowing down growth in the global Internet of Things (IoT) services market.

That’s expected to grow from $163.7 billion in 2021 to $188.8 billion in 2022 at a compound annual growth rate (CAGR) of 15.3%, according to Reportlinker.com. The market is expected to reach $340.61 billion in 2026 at a CAGR of 15.9%.

Researchers think that’s due to companies resuming their operations and adapting post-COVID-19, which had earlier led to “restrictive containment measures involving social distancing, remote working and the closure of commercial activities that resulted in operational challenges.”

The IoT services market includes professional and managed services such as:

• Network management
• Data management platforms
• Infrastructure
• Deployment of IoT technology

After all, something has to operate these gadgets customers love that power home, automobile, television and other digital customer experiences. As CMSWire continues to cover IoT and customer experience in our theme for the month, here are some more data and insights on which to digest.

Common IoT Use Cases

According to IoT Analytics, the top 10 most used IoT use cases are:

• Remote asset monitoring
• IoT-based process automation
• Remote asset monitoring and control
• Vehicle fleet management
• Location tracking
• IoT for asset/plant performance optimization
• IoT-based quality control and management
• IoT-based goods condition monitoring in transit
• Predictive maintenance
• On-site track and trace

Note: That research did not consider industry-specific use cases such as smart heating, ventilation and air conditioning (HVAC, applicable only to buildings) or smart transportation systems (applicable to cities). It did not note consumer IoT use cases such as Smart Home devices or wearables.

When dealing with consumers directly, IoT is powering things like:

• Remote patient monitoring devices
• Smartphones
• Smartwatches
• Property technology
• Cybersecurity hubs
• Home security
• AirPods
• Alexa
• Connected cameras
• Pet-related IoT tech
• Vehicle telematics
• Smart outlets

“I believe that with IoT, companies can significantly improve the online customer experience,” said Radhika Gupta, founder of 365Solutions. “IoT provides companies with access to real-time data and insights, which helps them serve potential customers better. Since companies get access to customer interest areas, they can forge a personalized communication mode with the customer, which helps them develop an emotional bond with the business and therefore increase business opportunities.”

IoT also helps provide customers with a safe and secure shopping experience, which is a game-changer in present times with increasing data leaks and fraud, according to Gupta.

He sees the automotive industry continuing to adapt, providing customers with an omnichannel buying experience, using digital content (videos, articles, product descriptions or virtual tours), and leveraging AR and VR. It will significantly impact overall purchase decisions and brand perception, he adds.