Welcome!

@ThingsExpo Authors: Yeshim Deniz, Pat Romanski, Elizabeth White, Liz McMillan, Zakia Bouachraoui

Related Topics: @ThingsExpo, @CloudExpo, @DXWorldExpo

@ThingsExpo: Blog Feed Post

Internet of Things Challenge: The Sensor That Cried Wolf | @ThingsExpo #IoT #M2M #Sensors

Does all the added complexity benefit the customer or does it just benefit your organization?

My daughter called with a frantic message. She was driving my car (why she was driving my car when she has her own is the subject for another time) and a warning message appeared on the car console: “Engine overheated! Stop engine and allow to cool down” (see Figure 1).

Fortunately, my daughter was nearly home, so she got the car home, shut it down and called me immediately (I was on the road somewhere…Washington DC, Philadelphia, Knoxville, Chicago, Toronto…I don’t even remember where anymore). I called my trusty mechanic (Chuck) and he was able to work my car into the schedule when I got back home.

Figure 1: Engine Overheated Warning Message

So Friday morning I gingerly drove the car to the mechanic (about 2 miles away) and waited for the verdict. Here is the conversation with Chuck:

Chuck: “We found the problem and it’s a sensor that is broken.”

Me: “So the engine was not actually overheating.”

Chuck: “Correct”

Me: “What is it going to cost to replace the sensor?”

Chuck: “Unfortunately the sensor is buried in the engine, so there is quite a bit of work required just to get to it. So it’s going to cost about $500 to replace the sensor.”

Me: “So let me get this clear; it’s going to cost $500 to fix a problem that doesn’t exist?”

Chuck: [Very long pause] “Yep”

So I am paying $500 to fix a problem (overheating engine) that does not exist. And, problems like these could get a lot worse in our new “smart” world.

The Sensor That Cried Wolf
As more and more sensors get added to more and more appliances, vehicles, machinery, equipment, and devices, the probability and impact of the false positives as they become connected in the Internet of Things world grows exponentially. The interplay between the sensors and any malfunctions (whether sensors wearing out or poorly designed sensors or criminally hacked) dramatically increases the potential of the Internet of Things world sending out false messages – sensors “crying wolf” about a problem that does not really exist.

While these inadvertent messages can quickly wear down the customer experience, fixing these false positives costs money – real money – and likely real money to the customer.

Complexity seldom works to the benefit of the user or customer. Adding more sensors to any device increases the potential to negatively impact the customer experience if manufacturers do not give careful consideration to where and how these sensors are going to make the life of the customer – my life – better. Paying to fix problems that do not exist is not a good start.

Customer Experience / Customer Satisfaction Ramifications
Many of today’s leading digital organizations go to great lengths to drive a more compelling, more engaging customer experience; to simplify the key decisions that their customers need to make, such as:

  • Uber simplifying my decision how to get from where I currently am, to where I need to be (and in a very creative yet informative interface that allows me to track the exact location of my driver)
  • Amazon who seems never satisfied in improving their customers’ experience from one-click ordering to their “Customers Who Bought This Item Also Bought” recommendations to Prime service
  • Chipotle and Starbucks mobile ordering (they enable me to order favorite selections at my favorite stores with only a couple of clicks of the button)
  • Concur who has made expense reporting almost (almost) bearable with how they have simplified the entry of expense items

There are others as well who got the memo about the importance of providing a more engaging customer experience and the resulting increase in customer satisfaction, customer loyalty and customer advocacy and likelihood to recommend.

The Internet of Things fascination with more and more sensors to capture more and more data can undo all of this if organizations don’t address a couple of key questions upfront of their Internet of Things initiative:

  • Does the collection of the data improve my user experience, or does it only provide the manufacturer with more ways to exploit my personal usage?
  • What are the potential customer experience, customer satisfaction and customer advocacy ramifications of the above question?

Summary
Let’s not make the classic Silicon Valley mistake: just because you can do something with technology does not necessary mean it is the right thing to do. Seriously contemplate the objectives of your Internet of Things strategy and ask a simple question:

Does all the added complexity benefit the customer or does it just benefit your organization?

Ask yourself “How tolerant are my customers going to be to pay to fix problems that don’t exist?”

If the added benefit does not outweigh the added cost and complexity, rethink your Internet of Things strategy and approach, and rethink that strategy and approach from the perspective of your customers. Getting things right with your customers is usually a pretty good strategy.

The post Internet of Things [IoT] Challenge: The Sensor That Cried Wolf appeared first on InFocus Blog | Dell EMC Services.

Read the original blog entry...

More Stories By William Schmarzo

Bill Schmarzo, author of “Big Data: Understanding How Data Powers Big Business” and “Big Data MBA: Driving Business Strategies with Data Science”, is responsible for setting strategy and defining the Big Data service offerings for Hitachi Vantara as CTO, IoT and Analytics.

Previously, as a CTO within Dell EMC’s 2,000+ person consulting organization, he works with organizations to identify where and how to start their big data journeys. He’s written white papers, is an avid blogger and is a frequent speaker on the use of Big Data and data science to power an organization’s key business initiatives. He is a University of San Francisco School of Management (SOM) Executive Fellow where he teaches the “Big Data MBA” course. Bill also just completed a research paper on “Determining The Economic Value of Data”. Onalytica recently ranked Bill as #4 Big Data Influencer worldwide.

Bill has over three decades of experience in data warehousing, BI and analytics. Bill authored the Vision Workshop methodology that links an organization’s strategic business initiatives with their supporting data and analytic requirements. Bill serves on the City of San Jose’s Technology Innovation Board, and on the faculties of The Data Warehouse Institute and Strata.

Previously, Bill was vice president of Analytics at Yahoo where he was responsible for the development of Yahoo’s Advertiser and Website analytics products, including the delivery of “actionable insights” through a holistic user experience. Before that, Bill oversaw the Analytic Applications business unit at Business Objects, including the development, marketing and sales of their industry-defining analytic applications.

Bill holds a Masters Business Administration from University of Iowa and a Bachelor of Science degree in Mathematics, Computer Science and Business Administration from Coe College.

IoT & Smart Cities Stories
When talking IoT we often focus on the devices, the sensors, the hardware itself. The new smart appliances, the new smart or self-driving cars (which are amalgamations of many ‘things'). When we are looking at the world of IoT, we should take a step back, look at the big picture. What value are these devices providing. IoT is not about the devices, its about the data consumed and generated. The devices are tools, mechanisms, conduits. This paper discusses the considerations when dealing with the...
Charles Araujo is an industry analyst, internationally recognized authority on the Digital Enterprise and author of The Quantum Age of IT: Why Everything You Know About IT is About to Change. As Principal Analyst with Intellyx, he writes, speaks and advises organizations on how to navigate through this time of disruption. He is also the founder of The Institute for Digital Transformation and a sought after keynote speaker. He has been a regular contributor to both InformationWeek and CIO Insight...
IoT is rapidly becoming mainstream as more and more investments are made into the platforms and technology. As this movement continues to expand and gain momentum it creates a massive wall of noise that can be difficult to sift through. Unfortunately, this inevitably makes IoT less approachable for people to get started with and can hamper efforts to integrate this key technology into your own portfolio. There are so many connected products already in place today with many hundreds more on the h...
CloudEXPO New York 2018, colocated with DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City and will bring together Cloud Computing, FinTech and Blockchain, Digital Transformation, Big Data, Internet of Things, DevOps, AI, Machine Learning and WebRTC to one location.
SYS-CON Events announced today that IoT Global Network has been named “Media Sponsor” of SYS-CON's @ThingsExpo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. The IoT Global Network is a platform where you can connect with industry experts and network across the IoT community to build the successful IoT business of the future.
Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settlement products to hedge funds and investment banks. After, he co-founded a revenue cycle management company where he learned about Bitcoin and eventually Ethereal. Andrew's role at ConsenSys Enterprise is a mul...
DXWorldEXPO | CloudEXPO are the world's most influential, independent events where Cloud Computing was coined and where technology buyers and vendors meet to experience and discuss the big picture of Digital Transformation and all of the strategies, tactics, and tools they need to realize their goals. Sponsors of DXWorldEXPO | CloudEXPO benefit from unmatched branding, profile building and lead generation opportunities.
Disruption, Innovation, Artificial Intelligence and Machine Learning, Leadership and Management hear these words all day every day... lofty goals but how do we make it real? Add to that, that simply put, people don't like change. But what if we could implement and utilize these enterprise tools in a fast and "Non-Disruptive" way, enabling us to glean insights about our business, identify and reduce exposure, risk and liability, and secure business continuity?
The best way to leverage your Cloud Expo presence as a sponsor and exhibitor is to plan your news announcements around our events. The press covering Cloud Expo and @ThingsExpo will have access to these releases and will amplify your news announcements. More than two dozen Cloud companies either set deals at our shows or have announced their mergers and acquisitions at Cloud Expo. Product announcements during our show provide your company with the most reach through our targeted audiences.
DXWorldEXPO LLC announced today that Telecom Reseller has been named "Media Sponsor" of CloudEXPO | DXWorldEXPO 2018 New York, which will take place on November 11-13, 2018 in New York City, NY. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.