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Introduction

As a new generation of tech-savvy customers fuels the growth of digital access channels, the marketplace has created the perfect storm for the advent of the IoT revolution in the customer engagement arena.

Highlights

  • Ovum believes IoT has the potential to correct many of today’s issues in providing customer service and pave the way for a more user-friendly, proactive, self-service-based customer engagement philosophy than ever previously imagined.

Features and Benefits

  • Learn how IoT will enable the customer engagement process to shift from a reactive to a proactive solution.
  • Understand how IoT will expand the customer engagement process beyond the contact center.

Key questions answered

  • How will the advent of the Internet of Things drive improvements in the customer engagement marketplace?
  • What growing role will self-service applications play in the future of customer service?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Current customer engagement solutions are underperforming

  • Customers and their demands are evolving
  • Self-service is outpacing other solutions

The marketplace has created the perfect storm for IoT

  • IoT is gaining momentum and raising expectations
  • Customer expectations align with the promise of IoT

IoT will lift customer engagement to the next level

  • IoT thrusts customer engagement to new stages of functionality
  • The customer engagement experience will expand beyond the contact center

Appendix

  • Methodology
  • Further reading
  • Author

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