Predicting Your Customers' Needs: Welcome To The Age Of Intelligent Field Service

By Mark Abramowitz, VP, product marketing, Salesforce, www.salesforce.com

How to navigate a connected service world.

It’s not a surprise that we’re living in a connected world. Customers are connected to everyone and everything by their mobile devices, apps, and connected products. They socialize, shop, and learn online and on the go. In fact, according to Cisco, by 2020, there will be 50 billion internet-connected devices on the planet — a 100 percent increase over 2015.

Now customers expect the same instant, connected experience from your business. According to Forrester, some 73 percent even say that valuing their time is the most important thing for good service. In fact, Gartner states, “The Internet of Things [IoT] will be the most game-changing IT initiative since cloud computing.”