The Uses of Connected Objects and Their Influence on the Customer Experience

Authors

  • Badr Machkour
  • Ahmed Abriane

Abstract

“We didn’t do anything wrong, but somehow, we lost” that's how Nokia CEO Stephen Elop ended his speech saying during the press conference to announce the mobile phone branch of NOKIA to be sold to Microsoft. Nokia was the king of the mobile phone, but it missed learning and the change led to the collapse of their empire with the iPhone as well as the strategy of smartphones under Windows. Indeed, learning agility is not an option. Digital transformation and technological innovations today bring fabulous opportunities to meet the challenges and without digital adoption the tomorrow’s company may not only evolve but disappear for the benefit of more agile and responsive competitors.

In 2010, we already produced, in two days, as many data as humanity in all its history. In addition, the best use of these data allows any company, whatever its sector of activity and whatever the context related to the use of the object, to improve all of its procedures. As a result, all this data, when aggregated and analyzed, offer the opportunity to enhance the customer experience while providing them with tailor-made and fully individualized experiences. The management of the customer experience has become a major focus of strategic business consideration. It is an integral part of the company's offer and can therefore be the source of its difference with its competitors. In the same way, the connected object optimizes the customer experience, helping to make it more fluid, easy and responsive. It also offers an unprecedented experience by providing the opportunity for brands to materialize their services in different customer universes.

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Published

2020-01-02

Issue

Section

Articles