The Internet of Things, or IoT, has already significantly changed the way that we live. Not too long ago, the concept of a smart home wherein various systems were connected to make the lives of its inhabitants easier existed almost exclusively in the world of science fiction. While we do not yet live in an age where technology connected through the IoT operates at the level envisioned by Ray Bradbury in his short story “There Will Come Soft Rains”, the way that the IoT is being used is constantly evolving and changing to make our lives run more smoothly.

The average consumer is used to thinking of the IoT as something that exists largely in a customer-facing fashion with smartphones, smartwatches, and digital voice assistants like Alexa and Siri working together intelligently. However, while there are plenty of products available for public purchase that rely on and help to build the IoT, much of the real benefit of the IoT is found in the world of industry and business working behind the scenes to improve nearly every facet from production to delivery, and even customer satisfaction and retention. The Industrial Internet of Things, or IIoT, for example, includes smart buildings that optimize the manufacturing process and predictive maintenance that prevents delays due to the need for unexpected repairs while also increasing worker safety.

The IoT can also be used by businesses to improve overall customer satisfaction in a number of ways. The IoT relies on, and in turn generates, an enormous amount of data in its function. Much of this data is generated by the user’s various devices, and that data can show a company how and when a customer is using products or services and what they are using them in conjunction with. This ultimately results in the ability for businesses to generate incredibly personalized experiences for customers based upon the mountains of data available to them, while also allowing companies to potentially solve customer issues before they even arise.

While the IIoT is revolutionizing the world of industry, the IoT is doing just as much heavy lifting for businesses on the customer-facing front. Aside from the amazing opportunities for customer personalization that IoT application provides, it can also result in stronger customer relationships and increased customer loyalty. Specifically, the insights that the IoT data stream provides companies allows them to predict what a customer may or may not want, and in essence allows a company to really see a customer as a human being in the way that they act and react to their product or service.