By Mark Brewer, Global Industry Director for Service Management, IFS
We as customers have become accustomed to instant gratification, thanks to uber-connectivity.
Have you ever ordered something from Amazon and been frustrated if your items can’t be guaranteed to arrive the next day? Or perhaps you abandoned an action on your mobile device because it wasn’t quick or easy enough? This is the beast that society deals with today; the ultimate connected customer that has become accustomed to instant gratification thanks to uber-connectivity and the businesses that maximize this.
Today we aren’t just connected to the world in one way, but rather in multiple ways at all times (via numerous data connections and several different devices). Gartner predicts that by 2020 the install base of connected devices will total 50 billion units (including wearables, phones, tablets and PCs). Behind each of these connected devices is a person, which means that connected customers generate trillions of transactions and will continue to do so exponentially in the future.