“Oh, It’s Time to Eat My Cheese.” Why IoT is Transforming Customer Experience from Situational Awareness to Behavioral Performance

MCC Room #205

11:00 am - 11:30 am

Peter Drucker taught that innovation is an economic effect created by a change in customer behavior.  Disruption occurs when that customer behavior changes faster than businesses can adapt.  Everyone is aware that IoT is a technology driving disruptive change – if not then they have already “lost their cheese.”  But technology-centric businesses often lose sight of users and this could be fatal with IoT because its real impact of is not just situational awareness, its behavioral optimization for both machine and human workflows.  IoT applications are transforming user experience from informational to behavioral and in so doing they close-the-loop on behavioral-driven outcomes in everything from banking to retail to healthcare to manufacturing.

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