THE BLOG

Here's How #IoT and #Big Data Will Improve Customer Service

05/19/2015 02:04 pm ET | Updated May 17, 2016

Internet of Things is everywhere now. Your car, for example, is capable of providing real-time diagnostic and gps location data and also track speed, fuel consumption and engine data.

The concept that sensors not only connect things but also record and store data is becoming more commonplace. Customer service is one area where #IoT is going to explode. Companies are just now looking at how to leverage sensor data to improve customer satisfaction by increasing efficiencies and even heading off problems before they happen.

Industries that rely on near perfect customer service, efficiencies and security may finally become proactive rather than reactive
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For example, in the gaming industry, casinos have been famous for understanding and serving their customers like no other industry. Casinos are experts at understanding customer preferences and customers appreciate this.

This industry is the benchmark in customer relationship management. They are also loss prevention experts. But even with hundreds of cameras - casinos are the highest end users of CCTV - incident tracking and analysis can be time consuming and often imperfect.

This is about to change. Companies like Thabble, Melrose Park, IL are examining all processes in a casino in an effort to optimize staff, security and customer activities. As Mike Zeinfeld, president of Thabble says, "Every element, every interaction of casino operations will be optimized directly or indirectly using an arsenal of sensors and software."

From ensuring valuable assets are not out of place to helping staff be proactive in assisting customers, casinos will rely on real data to help drive efficiencies and customer satisfaction.

Pay attention to the casino industry - and to startups that will help revolutionize the future of customer service and risk management with #IoT and big data.

Beverly Macy is the CEO of Gravity Summit LLC, a digital media strategy company located in Beverly Hills, CA. She teaches at UCLA Anderson School of Management and is the author of The Power of Real-Time Social Media. She can be reached via email beverlymacy@gmail.com