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

- Show: [IoT For All Podcast](https://hardwarepodcasts.com/podcast/iot-for-all-podcast)
- Published: 2019-04-10
- Length: 54m
- Page: https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2019-04-10-how-is-iot-transforming-the-customer-service-experience-michael-ringman-cio-at-t
- Listen: https://podcasters.spotify.com/pod/show/iot-for-all/episodes/How-is-IoT-Transforming-the-Customer-Service-Experience----Michael-Ringman--CIO-at-TELUS-International--AskIoT-E022-e28bp6l

## Summary

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.

## Chapters

- [0:00](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2019-04-10-how-is-iot-transforming-the-customer-service-experience-michael-ringman-cio-at-t#t=0) Introduction and Guest Background
- [5:15](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2019-04-10-how-is-iot-transforming-the-customer-service-experience-michael-ringman-cio-at-t#t=315) The IoT Support Ecosystem Challenge
- [13:20](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2019-04-10-how-is-iot-transforming-the-customer-service-experience-michael-ringman-cio-at-t#t=800) Omnichannel Strategy and Customer Effort
- [22:34](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2019-04-10-how-is-iot-transforming-the-customer-service-experience-michael-ringman-cio-at-t#t=1354) AI, Chatbots, and Data-Driven Support
- [30:28](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2019-04-10-how-is-iot-transforming-the-customer-service-experience-michael-ringman-cio-at-t#t=1828) Helping Customers Help Themselves
- [40:21](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2019-04-10-how-is-iot-transforming-the-customer-service-experience-michael-ringman-cio-at-t#t=2421) Telcos, 5G, and Smart Cities
- [46:13](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2019-04-10-how-is-iot-transforming-the-customer-service-experience-michael-ringman-cio-at-t#t=2773) IoT Mainstream Adoption and Mobile First

## Topics

- [Connected products & IoT](https://hardwarepodcasts.com/topic/connected-products-and-iot)
- [AI & machine learning](https://hardwarepodcasts.com/topic/ai-and-machine-learning)
- [Direct-to-consumer & e-commerce](https://hardwarepodcasts.com/topic/direct-to-consumer)
- [Policy, trade & tariffs](https://hardwarepodcasts.com/topic/policy-trade-and-tariffs)

## Most relevant to

large enterprises

## Mentioned

- TELUS International (company)
- Alexa (product)
- Google Translate (product)
- Verizon (company)
- AT&T (company)

## Related episodes from other shows

- [Managing 250 Million Messages Per Day](https://hardwarepodcasts.com/podcast/over-the-air/2022-05-12-managing-250-million-messages-per-day) (Over the Air)
- [249: It Depends](https://hardwarepodcasts.com/podcast/embedded-fm/2018-06-15-249-it-depends) (Embedded.fm)
- [Building Customer-Focused IoT Applications Easier with Charlie Key, Co-founder and CEO of Losant](https://hardwarepodcasts.com/podcast/over-the-air/2022-08-04-building-customer-focused-iot-applications-easier-with-charlie-key-co-founder-an) (Over the Air)
- [CES 2019 Special: Interview with Chris Jones, CTO at iRobot](https://hardwarepodcasts.com/podcast/ee-times-current/2019-01-12-ces-2019-special-interview-with-chris-jones-cto-at-irobot) (EE Times Current)
- [Breaking IoT Connectivity Barriers with Chris Baird, CEO of OptConnect](https://hardwarepodcasts.com/podcast/over-the-air/2024-07-25-breaking-iot-connectivity-barriers-with-chris-baird-ceo-of-optconnect) (Over the Air)

## Citing this page

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