It is difficult to talk about digital without calling to mind images of screens: laptops, tablets and smartphones. Yet the Internet of Things (IoT) has long since arrived and is increasingly adopted, with rarely a screen in view. For instance, Amazon Dash Buttons – which order the re-supply of household essentials at the press of a button – were have long been established in the US and recently released in Europe. This takes the customer experience away from the screen and an entirely different type of digital touch point.
Finnish energy company Vapo Oy is pursuing an ambitious programme to improve its digital channels and the customer experiences that results. With B2B as well as B2C, remote sensors and algorithms to predict usage, customers are now being re-stocked with solid fuel before they run out and without the tedious task of monitoring and re-ordering supply. And suppliers of fuels – such as solid fuels like biomass – are similarly monitored to automatically schedule collection.
In this session, Jukka will demonstrate how Vapo is blending IoT with screens to enhance customer experience through a sharpening of relevance. Attendees will be invited to share their examples, helping to broaden our understanding of customer experience and how this will feel as well as look in the coming years.