Hardware Podcasts

How is IoT Transforming the Customer Service Experience? | Michael Ringman, CIO at TELUS International | #AskIoT E022

IoT For All Podcast · 10 Apr 2019 · 54m

What this episode covers

Michael Ringman, CIO at TELUS International, discusses how IoT has transformed customer service by shifting support from single-device troubleshooting to managing complex home ecosystems involving ISPs, manufacturers, and software. He emphasizes the importance of omnichannel communication, using AI and chatbots for routine tasks, and leveraging aggregated device data to proactively identify issues before customers call. Ringman advises IoT companies to prioritize customer effort scores, keep support simple, and ensure mobile-first strategies to build brand loyalty through effective support experiences.

Most relevant to

large enterprises

Topics

Mentioned

Companies
TELUS International, Verizon, AT&T
Products
Alexa, Google Translate

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