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Businesses are now more likely to seek improved operational efficiency from the Internet of Things (IoT). This marks a shift from last year, when calls for efficiency competed more closely with a desire for better customer engagement.


  • While the integration challenges may look like a setback for customer experience proponents, Ovum believes it is more a matter of laying the groundwork for future success by shifting focus to internal concerns and building a strong foundation. By putting their own houses in order, businesses create an environment where customer-facing IoT initiatives are easier to implement and potentially greater in scope.

Features and Benefits

  • Compare the priorities for IoT adoption year over year.
  • Understand the reason for changing priorities.
  • Predict future developments in IoT adoption.

Key questions answered

  • What are the drivers fueling IoT adoption in 2017/18?
  • How have the driving factors in IoT adoption changed from last year?

Table of contents

Ovum view

  • Summary
  • Customer engagement takes a back seat
  • Short-term goals, long-term planning
  • The people have spoken – for now


  • Further reading
  • Author

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