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The Importance of CX in the Internet of Things

By Gareth Smith

Gareth Smith

Gareth Smith - 28 April 2020

We’ve all been there. The frustration you feel when technology doesn’t work in the way you need, deliver the results you’d been expecting or has a bug you can’t identify.  

Now think about the situation in an Internet of Things (IoT) world.  

One bug on one device is likely to have a knock-on effect on every device in the chain. It’s also true that the point where you discovered the problem might not be the point where the problem lies. In short, multiple applications and multiple interfaces are likely to cause even bigger frustrations than we face in a non-IoT environment. 

The problem worsens when you consider that many organizations will invest in IoT rather than as part of a wider strategy, so systems are likely to be fragmented and siloed. 

But the problems cause more than just frustration.  

Gartner found that the number one benefit of harnessing the power of IoT was workforce productivity enhancementsIf devices don’t integrate seamlessly (or at all), these productivity enhancements are likely to be held backIt means organizations will not achieve the results they expected.   

As Gartner says in its Business Benefits of the Internet of Things insight report: “while IoT data is perceived to present revenue opportunities, companies have yet to either generate huge revenue gains or strike the right business model, causing investment concerns." 

The answer to enabling organizations to realize all the productivity benefits of the IoT is to focus on delivering a seamless customer experience that makes interacting with IoT devices both individually and across an entire chain simple. 

Of course, the reason too many organizations do not focus on the customer experience (CX) is not because it hasnt been considered. Its because CX testing has traditionally been perceived as difficult and time-consuming. 

When it comes to testing code, automated testing gives developers the tools to test at scale and find and resolve bugs. Its abilities and capabilities mean it has been widely adopted as a tool.  

There is a misconception that CX testing, especially omnichannel testing, has to be a manual process. When you take this view, effective and comprehensive CX testing isn't feasible, especially given the pace of modern development, where you need to operate quickly and at scale.  

There are tools for automated CX testing. And in the case of Eggplant, it’s a tool that delivers automated, omnichannel CX testing. It allows teams to conduct omnichannel CX testing at scale, giving them the same confidence in the quality of the customer experience as they have in the code. 

It’s as useful for teams developing IoT devices as it is for teams implementing them – and helps ensure the IoT can deliver on expectations and bring a return on investment. 

Discover more about Eggplant for IoT in our latest ebook: Realizing the Benefits of IoT.