15 Ways IoT Tech Can Help Companies Provide A Better CX

Internet of Things devices are equipped with sensors that enable them to exchange data with a centralized network and even with each other. The IoT comprises a wide range of products, from voice-activated assistants such as Google’s Alexa to autonomous vehicles to smart appliances to manufacturing equipment and much more.

Leveraged wisely, IoT technology can help a variety of companies significantly improve the customer experience—indeed, even companies that produce IoT devices can use those devices’ innate capabilities to provide a continuous feedback loop that leads to a better, more responsive CX. Here, 15 members of Forbes Technology Council discuss ways companies across industries can smartly leverage the functionality and capabilities of IoT technology to improve how their customers interact with, benefit from and enjoy their products and services.

Internet of Things technology can help improve customization and personalization of the customer experience throughout a company’s website. Through things such as personalized offers, customized pop-ups and specific messages, you can get customers to be more engaged, spend more time on your website and, eventually, make more purchases. - Peter Abualzolof, Mashvisor.

One way companies can use the IoT is to monitor their supply chains. IoT devices can be placed on trucks and trains, or they can be used to track products through warehouses, allowing companies to get real-time information on how well their supply chain is functioning. This allows them to identify bottlenecks before they happen and make adjustments as needed. - Leon Gordon, Pomerol Partners

IoT integrations add a further dimension to traditional contact center communications, introducing a continuous feed of data from the customer in the form of smart meter readings, healthcare monitoring or wellness device outputs. The new stream of information enables organizations to trigger automated, ultra-personalized communications to their customers, making the most of micro-moments. - Martin Taylor, Content Guru

According to a report from the UN, restaurant industry food waste causes methane gas emissions via landfills. Integrating 5G IoT sensors in the restaurant industry to manage supply and demand and automate the end-to-end food flow process at each step—from the kitchen all the way to the consumer’s plate—can help reduce food waste. This can be a good use case to not only address climate change and hunger, but to also improve the customer experience. - Hassan Abbas, Ericsson

One way companies can leverage the IoT is by providing remote support and services using connected devices. For example, IoT-enabled products can allow customers to access real-time customer service, receive product updates and troubleshooting instructions, and even remotely control their devices. This can help companies provide a more tailored customer experience and improve customer satisfaction and loyalty. - Charos Boboyorova, boboyorova.com

I believe that medical companies can leverage IoT technology to improve the customer experience by creating more personalized and proactive healthcare services. For example, IoT-enabled wearables and sensors can track patient data and provide real-time feedback to healthcare providers, allowing them to intervene before a condition worsens. - Marc Fischer, Dogtown Media LLC

In the space ecosystem, companies can leverage the functionality and capabilities of the IoT by using it to provide more accurate and reliable tracking and monitoring of space assets, such as satellites or spacecraft. By using IoT-enabled sensors and devices, companies can monitor the performance and condition of space assets. This helps improve reliability, leading to a better customer experience. - Shelli Brunswick, Space Foundation

Using IoT sensors, retail companies can track and analyze customer movement patterns within the store to gain insights into the most frequently visited areas and popular products. This data can be used to optimize product placement and store layout, making it easier for customers to find what they are looking for and improving their overall shopping experience. - Pavel Orlov, Innowise Group