Intelligent CIO Middle East Issue 40 - Page 32

EDITOR’S QUESTION The first is the cyclic process of customer experience and satisfaction. You cannot create a happy digital customer today without investing in a superlative digital user experience. On the flip side as well, by investing in building a superlative digital user experience, businesses stand a good chance of creating happy digital customers, as long as they blend in analysis of data created in real time from the IoT. The other key area where aggregation of customer data is being principally used is safety of the environment. Continuous monitoring by a multitude of sensors, when aggregated over time, can clearly and proactively flag upcoming instances of failure before they are likely to happen. Such an early warning system of upcoming failures or defects or calls for action, can save time and money needed to rectify failures after they happen and the possible societal impact of failures, versus taking action before they happen, based on a high probability of looming failure. Reducing the cost of operation and developing new areas of business are next in line in terms of benefits from the Internet of Things. Building a business use case, deploying and scaling the IoT along the customer journey, aggregating the data, building analytics in real time, and generating custom built digital user interfaces on the fly, are all part of today’s digital business work flow process. Generating a return on investment is more likely when all these are in place.