My colleague Michele Pelino and I have just published a major new report, Bridge The Broken Internet Of Things Promise. At its best, the Internet of Things (IoT) -- a catch-all term for technologies that enable objects and infrastructure to interact with monitoring, analytics, and control systems over Internet-style networks -- has the potential to reshape customer experiences.
In the report, we cover the example of Royal Caribbean's Quantum of the Seas, undoubtedly one of the more impressive examples of how IoT and wearables can redefine digital customer experience (DCX) while also employing digital operational excellence (DOX) in service of customers. In one of several DCX examples, Royal Caribbean has made the Quantum a wallet-free zone using wearable bands that act as everything from the key to your quarters to purchases at the bar. For DOX, the Quantum solves a perpetual pain point for both customers and crew: Did a particular piece of luggage make it onboard and, if so, where is it? RFID tagging and a mobile app solve this operational problem nicely. (See Figure for a screen shot of the mobile app).
As we detail in the report, RFID tracking has revolutionzed the check-in process, improving the speed of the process, lowering errors, and giving customers peace-of-mind.
So IoT sounds like a panacea for retailers, hospitality firms, travel vendors, and similar firms -- right?Read more