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I recently read an an article focused on how connected things will change the customer experience in future. The article suggested that by 2022 the average home will have over 500 connected ‘things’ inside, all with the ability to interact, report their status, and take instructions. Only a few years ago this would have sounded outrageous – 500 electronic devices in each normal home?
Imagine the scale – every electronic thing could be connected, light switches, light bulbs, power sockets, electric doors and windows, fridges, radios, TVs, in addition to phones, tablets, and computers. Everything will be interconnected.
How does this change life for the customer or user of these products? It starts creating a level of interaction directly between the user and the products that avoids the need for the customer to reach out for help. Take your car for example. If one system stops functioning how you might expect, let’s say the air-conditioning, then what would you normally do? Perhaps check the manual, check Google, ask a friend with a similar car, then eventually drive to the dealer and ask what is going on.
If the car is connected then you could just ask the car what is wrong. Why is the air conditioning stuck in that mode, is there a problem? Then the car can access the knowledge base of the manufacturer and reply. Simple.
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