TECH SUPPLIER Sep 2020 - Market Perspective - Doc # EUR246824920
Smart Homes: An Emerging CX Battleground
This IDC perspective describes the fast-developing market for smart-home devices and its influence on the process of sales and the associated marketing. It outlines different ways that smart devices are used and their potential for making customer experience a competitive differentiator for manufacturers.
"The smart device can relay constant feedback to the manufacturer about how customers engage and use products. The smart speaker is the gateway to smart-home automation, as it makes it easy for consumers to integrate devices and control them with voice commands. It is still early days, but IT suppliers need to incorporate the smart-home touchpoint into their customer-facing solutions and analytics." — Senior Research Analyst Jan Prenosil, IDC CEMA