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Enhancing Customer Service through the Internet of Things and Digital Data Streams

Blake Ives, Biagio Palese, Joaquin A. Rodriguez

Abstract


Organizations are facing a new era of low-cost, small electronic devices with sensing, communications and computing capabilities, commonly known as the “Internet of Things” (IoT). Changes driven by the IoT will likely be far more profound than those brought about by previous IT eras. In particular, the digital data streams (DDSs) generated by the widespread adoption of IoT devices will create opportunities to transform the business landscape. This article describes how organizations can apply the Customer Service Life Cycle (CSLC) framework to harness the IoT to enhance customer experiences.

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ISSN 1540-1960