Back to IoT basics: Automating outcomes to improve customer experience

The application of IoT is booming with new use cases arising near enough daily. But, contrary to its growth, the sector risks inertia if businesses lose sight of the key objectives digitisation was founded upon – improving day-to-day experiences. Yes, a big part of IoT is creating more efficient processes. But those efficiencies must translate into issues that resonate with customers, from the quality of the product to meeting environmental pledges and reducing wastage to truly deliver; something that can’t be achieved by automating processes alone, but by automating outcomes – as Jason Kay, CCO, IMS Evolve, explains.