To be perfectly honest when I saw the announcement I, like many others, thought it was an April fool. No one shops for groceries on an individual basis. The implications for the environment would be horrendous if we did. Most of us on a budget also like to know the price of things before we decide to buy. Then there’s the issue of Wi-Fi reliability and battery life.
Despite these drawbacks Amazon Dash however represents an important step in the evolution of the Internet of Things (IoT). Here we have a smart device linked to business processes. A push of a button triggers automatic payment and logistics processes that ultimately lead to the delivery of an item to your door.
At the moment, discussion of the commercial IoT has focused on the devices or things themselves rather than the services that can be triggered by connecting sensors and devices to the Internet. Many of the commercial and smart home technologies we see today are really just gimmicks as already available sensor and Wi-Fi technology wait on other essential components of the IoT ecosystem to catch up. When we start thinking of the commercial IoT not in terms of devices, but instead in terms of services that could be triggered through connection to the Internet, more compelling use cases start to emerge.
Amazon dash is different. It is focused on delivering an IoT service not an IoT device.
For a while we’ve gotten used to the B2B and B2C acronyms so today I’m going to suggest a new one, B2D or Business to Device.
It has been said elsewhere that the best customer service is one that doesn’t need to happen. As the Internet of Things (IoT) market begins to really heat up increasingly organizations will provide ambient customer service, directly to devices themselves without any human involvement. Over the past few years we have gotten used to this with new software releases and patches being delivered directly to our laptops, pcs, mobile devices and applications. Business relationships will increasingly be B2D or directly with their own products rather than with customers and other businesses.
Business to device is however subtlety different to IoT. IoT refers to ability of everyday objects to connect to the internet and their ability to store and process information. B2D takes IoT a step forward connecting the smart devices to business processes, for example triggering a support case when a product fault is detected.
In a previous post I stated that all of the data generated by OT devices is only of use if it is connected to business processes. There’s no point analyzing the data to predict a future product performance issue if a support process isn’t triggered or collecting customer usage data if the data doesn’t find its way into the hands of a sales person or the product development team.
Earlier this year I posted an article on BPM and the internet of things. I suggested that it’s pretty pointless having smart devices unless they can trigger business processes and to do this smart devices will inevitably be linked to BPM applications.
Internet of Things Ecosystem
A number of companies Philips, Rest Devices, and Bosch have now started combining process management with the IoT. Of the established BPM vendors Bosch seem to be making the first move with yesterday’s announcement of their integrated BPM, Rules and Device Management software suite.
While traditionally BPM has focused on the automation and optimization of human centric tasks integration with smart devices will see BPM increasingly used for the orchestration of machine to machine and human to machine based business processes.
The internet of things isn’t just a major opportunity for BPM it’s an opportunity for business intelligence, analytics and automatic capture vendors as well. Increasingly we will connect processes to smart devices in the same way we connect processes to CRM, ERP and legacy databases today.
Do we really need more governance within organizations? Will more governance really transform customer experience?
A few nights ago I was at a restaurant with some friends and the waiter spilled drinks over three of our party. On receipt of the bill, we (half) jokingly asked the waiter if we’d be getting compensation for his error. The waiter said that he was unable to give us a discount or a free round of drinks as the manager wasn’t working that evening.
Governance is key to many business critical business processes and especially business processes requiring compliance to specific industry standards or legislation. As we have seen in the example above governance however can have a detrimental impact on customer experience. Governance locks employees into fixed, inflexible business processes which from a customer point of view can deliver a terrible experience.
Governance may help deliver consistency of service but what if that service isn’t very good to start with? What happens if we quickly need to change the process? Governance then acts as a roadblock or at least delays the ability of the business to perform a rapid change to procedures. Customer experience governance simply adds another management layer for the customer service representative to navigate in search for an answer.
It may seem naïve but surely every customer facing employee should perform their own customer experience governance. We may not be able to define it but we all know what good customer experience is. After all we are all customers. As employees do we really need more layers of management within our organizations telling us what good customer experience is?
From a customer experience point of view the solution should not be more governance, instead the business objective should be to devolve as many decisions as possible to your customer facing employees. Let your employees do their own customer experience governance.