OK. So you’re probably rolling your eyes think- ing you’re about to be fed a big steaming bowl of buzz soup. And for good reason.
Consider the ubiquity of “Big Data” and the “
Internet of Things” (Io T). These terms have been thrown
around so often, for so long—and in the widest (and
wildest) range of contexts—that even the most fervent
believers became numb to the hype. And yet, the promise of these technologies incited countless others to
intensify the search for signs of technological maturity
and real-world solutions with demonstrable value.
HYPE VS. REALITY:
MOVING BEYOND THE TIPPING POINT
The good news is that this inevitable phase of confusion and hype eventually dissipates. Several industry
pundits believe we’ve already passed the tipping
point for Big Data and the Internet of Things (Io T).
Estimates differ, but many point to 2014 as Big Data’s
year—with Io T crossing the threshold in late 2015.
Which means the hype has been replaced by a
series of small shifts that together push the technology past its evolutionary “tipping point.” Once past
this critical threshold, the process rapidly gains
momentum—which inevitably drives significant
change and increased adoption.
FROM BUZZ SOUP TO FOUNDATIONAL
It also provides the perfect opportunity to view
these shiny new disruptive technologies through a
CX lens. You’ll see that they’ve transformed from
a salty buzz soup to form a foundational platform—
or, you could say, the first two legs of a three-legged stool that’s poised to redefine “exceptional”
Big Data is the collection of “what we know” about
our customers that can be gathered from their usage
of the internet. It can be anything from the things they
click, where they came from, where they went when
they left, how long they were there, what products
they were looking at, and what other links caught their
interest. When we break down all that data and ana-
lyze it, we gain incredible insight into our customers’
browsing habits. For example, we can identify patterns
that help us make assumptions about how customers
accomplish all their daily personal and business tasks.
Now, let’s move onto the Internet of Things. Fact:
We’ve long since moved way past the world where you
could only interact with the internet through a comput-
er. Our cars, TVs, phones, watches, scales, and even
our clothing, all reach through to the web—creating an
important ecosystem that can give a person better con-
venience, visibility, and control over their life. Imagine
all that for a moment. There you have it: the Internet
of Things refers to all the different entry points leading
to the internet that each reveal something to us about
what that customer is doing at their time of access.
SO, WHAT HAPPENS WHEN WE BRING
THIS ALL TOGETHER?
By analyzing what you did (Big Data) with what you
are doing now (Io T), we can figure out pretty accurately what you want to do next.
At this point you may be thinking, “You had me
read all this so you could ultimately tell me my privacy just went out the window?” While it is true that
some of your privacy has already left the building,
using customer data and Io T—as long as you are
aware and willing to participate—can be a great time
saver while not infringing on your privacy. Imagine
a digital Sherpa making the journey through life
with you to help make decisions for you along the
way. Think about how much time this saves you and
how it improves the quality of your life.
THE IDEAL TRAVEL EXPERIENCE
How Big Data & the Internet of Things Can
Empower Exceptional Customer Experiences
It’s time to get past the hype and deliver solutions that provide real customer value
BY ROB MAILLE