The Internet of Things has profound implications for those organizations that apply it at scale and overcome hurdles such as security concerns. But one thing must remain the same – focus on the customer.
Fred Landis, Sr. Manager, CRM/Social Enterprise Strategy@Capgemini, says “IoT has a big role to play in customer experience by enhancing communication, reducing wait times and gaining greater insights.”
In this short video, Frank Wammes, CTO, Application Services - Continental Europe at Capgemini discusses how Customer Experience can be improved with the help of the Internet of Things (IoT).