Over the last few years, the Internet of Things (IoT) has gone from being a cutting-edge technology to being a standard application in many businesses and industries. When people think of the Internet of Things, they tend to think about things like smart city applications like street lights, deployments in manufacturing businesses or smart meters for utilities in the home.

However, it’s perhaps less associated with customer experience (CX), which still often conjures images of agents working in contact centres responding to inbound calls or social media enquiries. Despite this perception, recent research by Frost & Sullivan found that the technology is starting to make inroads into the industry.

>See also: How IoT and digital are boosting companies’ profitability

In fact, according to research by Frost & Sullivan, almost two-thirds (59%) of all CX leaders across Europe agree that IoT will bring direct value to customer service. 62% of the 1,000 CX leaders questioned in this research also stated that IoT integration into customer experience initiatives would be a priority.

IoT integration into CX might include, for example, a connected car that enables drivers to access the car’s dashboard remotely via a smart app or a smart washing machine that can track the number of wash cycles and prompt users though an app when laundry supplies are running low. In the contact centre, agents might be automatically notified when a problem arises with household appliances and be prompted to organise a fix or proactively contact the consumer.

For those businesses that see the potential of the Internet of Things and are planning to integrate it into their CX in similar ways, what are the key steps to consider?

 1. Are you truly a customer-centric organisation?

Unless your organisation has a truly customer-centric culture that is based on an understanding of the customer’s entire buying lifecycle (e.g., consideration, purchase, experience, support, or advocacy/loyalty), your IoT implementation is unlikely to deliver the expected dividends.

>See also: 4 factors set to impact customer experience management

2. Are you positioned to unlock the power of customer insight?

An IoT-led CX strategy is about capturing data to maximise actionable insight. An IoT-CX digitises the physical environment and quantifies human actions so you can better understand your customers’ intentions. Your organisation must be able to integrate and automate this insight into processes that subsequently have a real-time positive effect on customers.

3. How well good is your omnichannel today?

An omnichannel approach to CX is critical for the well-managed, end-to-end journeys that customers expect. However, few organisations have really mastered omnichannel customer experience. On your path to IoT‑CX, you may need to hone your omnichannel capabilities first, and you may need to upgrade your existing contact centre solutions. Walk before you can run.

>See also: How the Internet of Things will transform customer interaction

4. Have you considered employee engagement as part of your CX strategy?

The importance of human interaction will always remain critical to delivering exceptional CX, and employee satisfaction plays a significant role in establishing that experience. Unless you are harnessing your IoT capabilities to enable, empower, and enhance the well-being and motivation of your employees, you will not realise the full potential of IoT.

5. Do you have the right CX partner to help you realise the benefits of IoT?

According to the research by Frost & Sullivan, most European CX decision-makers know they need external expert help when it comes to implement IoT-CX. It’s critical that companies that has the right tools, technology and – above all – vision to help deliver on the promise of the Internet of Things.

6. Do you have an IoT-enabled CX roadmap in place?

While decision makers may think of IoT devices as just another customer interaction channel, they can bring added complexity. Although your organisation may have sound CX and IoT implementation strategies separately, they must be integrated. A properly considered IoT-CX roadmap is needed to ensure that the investment in this new technology pays dividends.

>See also: How big data and analytics are fuelling the IoT revolution

In today’s world, customers expect an outstanding experience right throughout the customer journey. The Internet of Things offers customer-facing businesses in every industry the opportunity to transform their CX offering. However, before embarking on an IoT-led CX strategy, it’s important take a considered and well-planned approach in order to get maximum benefits from this exciting technology.

In today’s world, customers expect an outstanding experience right throughout the customer journey. The Internet of Things offers customer-facing businesses in every industry the opportunity to transform their CX offering. However, before embarking on an IoT-led CX strategy, it’s important take a considered and well-planned approach in order to get maximum benefits from this exciting technology.

Sourced by Teon Rosandic, vice president, UK and Ireland, Genesys

The UK’s largest conference for tech leadership, TechLeaders Summit, returns on 14 September with 40+ top execs signed up to speak about the challenges and opportunities surrounding the most disruptive innovations facing the enterprise today. Secure your place at this prestigious summit byregistering here