As we see more and more IoT enabled devices come into the fray, businesses will look to improve customer interactions by taking it to the devices that are more convenient to customers. We could see devices helping retail consumers at the store, patient engagement with connected device data, usage analytics and recommendation for auto manufacturers, customer stack integration for robots for customer identification and contextual conversation, personalized content for students/ TV viewers.
It is important that these new touch-points, which collect customer behavior data, are connected to the single customer stack. This will allow personalization and offer meaningful simplified interactions based on past behavior at other touch-points. The dangers of creating another silo can be avoided by integrating it to the unified stack right from its first implementation.