IoT holds promise of better customer satisfaction

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Jimmy Wahome, Special Projects Manager at Telkom Kenya

Internet of Things (IoT) holds huge promise in helping the ecosystem users to engage better and further ensure customers satisfy, said Jimmy Wahome, Special Projects Manager at Telkom Kenya during the just concluded Africa IoT Summit in Nairobi, Kenya.

“Research shows that within a few years, 89 percent of businesses will compete primarily on customer experience, while within five years, consumers will manage 85 percent of relationships with an enterprise without interacting with a human. The best way to do this is to leverage IoT devices,” said Wahome.

He added that for many companies that have focused solely on selling products, the IoT will lead them to adopting more relationship-centric service models, which can open up both new opportunities and challenges.

With exponential increases in available data generated from connected devices, Wahome pointed out that companies will also gain the ability to closely monitor the usage of their products and offer preemptive service.

Proactive Engagement

This in turn, customers will expect more personalized, proactive engagement and will choose to buy from companies that are able to offer this level of service.

On Redefining Customer Relationships Mr. Wahome pointed out that many companies that have focused solely on selling products, the IoT will lead them to adopting more relationship-centric service models, which can open up both new opportunities and challenges.

“With exponential increases in available data generated from connected devices, companies gain the ability to closely monitor the usage of their products and offer preemptive service. In turn, customers will expect more personalized, proactive engagement and will choose to buy from companies that are able to offer this level of service,” he concluded.

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