Interop Las Vegas 2016

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  • IoT: The Heart of Your Customer Dynamic

    Charlie Isaacs  |  CTO, Customer Connection, Salesforce
    Location:  Lagoon J
    Session Type: Conference Session
    Track: Cloud Connect
    Pass type: 3-Day Pass, 5-Day Pass - Get your pass now!
    Vault Recording: TBD

    We are in the midst of a customer-centric revolution driven by new consumer expectations. Connected services are enabling mobile phones and other smart devices to meet those expectations with devices fueling the onslaught of IoT at the core of this transformation.

    How can every business leverage IoT to proactively engage with customers? Connected devices generate massive amounts of data and companies have started to capture and store billions of data events every day. But storing it isn't enough. This revolution is about proactively engaging computers and people to resolve issues or grab opportunities. Responses must be intelligent, actionable, personal, and in real-time.

    The goal of IoT is to orchestrate interactions between devices equipped with sensors, letting customers set rules to trigger actions for a variety of purposes. A company operating a fleet of vehicles, for example, could use data that indicated sudden acceleration and braking to detect erratic driving or accidents. Based on data about a customer's online purchasing activity, retailers could use wireless beacon devices in stores to send promotions to his smartphone as he walks by a particular aisle.

    This technology makes it possible to do three really big things:

    • Listen to the world at IoT scale. It's important to capture events and resulting data around any and every personal interaction at scale, from web site engagement and device usage, to email histories and mobile events or location, to IoT signals. This gives businesses a 360-degree profile of customers.
    • Trigger actions with real-time rules. With the captured data, businesses can automate tasks and better engage with customers in real-time.
    • Use the power of technology to proactively engage. IoT allows companies to provide their customers with the level of engagement they now expect. With the world of connected customers companies can now provide a more personalized experience to their consumers.