The Internet of Things Changes the Company-Customer Relationship | Testing scoop it |
his service paradigm is not designed for a world in which intelligent, context-aware, learning devices are interacting with each other, with the cloud and with our smartphones while other devices are constantly being added, removed, or modified (via downloads from the cloud). This environment requires a focus on what the user is trying to do as opposed to merely whether the crockpot they purchased is operating as intended. Service in the IoT world needs to not only address devices that don’t function properly, but also support users as they attempt to buy, install, integrate and use these devices. As such it needs to be a continuous, open ended experience.