An architecture for customer experience management based on the Internet of Things

摘要

In this paper, we propose a commerce-related architecture, the Smarter Commerce Customer Engagement Architecture (SCCEA). This architecture involves a new definition of the commerce lifecycle and an alternative metric for calculating customer experience and benefit, called customer lifetime benefit (CLB). Traditionally, commerce-related architectures have enabled the direct involvement and interaction between customers and companies from a purchasing, customer support center, or marketing perspective. These systems typically help measure financial success through the customer lifetime value (CLV) metric. SCCEA represents a shift in approaches from these architectures to one focused on the interactions with the products customers own and on how those products are operating. SCCEA analyzes the data gathered directly from the operations of products to make a determination of what actions can be taken to positively influence customer experience. SCCEA is realized through combining three foundational domains: Smarter Commerce™, Internet of Things, and Customer Engagement. The paper begins with a definition of the commerce lifecycle, followed by an overview of the three foundational domains. With this foundation established, the authors describe the SCCEA architecture, subsystems, and functional components. Finally, to help clarify the feasibility of the SCCEA approach, a representative scenario from the healthcare industry is presented.