CxM in the IoT: the case for service verticals integration

transcript

CxM in the IoT Industry The case for Service Verticals Integration

Alfeo Pareschi - VP Customer Solutions

Just a new acronym

Customer eXperience Management…

… ConteXt Management

An example

Home … … Baby …

… Maritime … … Industrial.

Context

What defines a context ?

Context

A CONTEXT is:

a communication domain

a functional domain

a business need

a segment in the value chain

Customer Experience

And…

let’s not forget Customer Experience !

Who is the Customer ?

connected vending

The one purchasing

food / drinks

The operator of the vending

service

The technologyvendor of the

machine The advertisement

company

All of

Customer Experience ?

Which makes rather complicated

even define

Customer Experience

( let alone managing it )

Quick summary

What we know so far:

ability to transfer Context is key

in IoT Customer is multi-sided

CxM is around managing Context and Customer(s) in IoT

Context transfer: how it looks like

Smart HomeContext

Remote Monitoring

ATMContext

FinancialTransaction

Service Provider NOCSmart Home

HouseisOk

Powerfailure in one

Househas someProblems

Context

creation

happens

remotely …

… but shall

be managed

centrally!

Context Management

Requires:

ability to define a Context remotely

ability to manage multiple asynchronous message transfersability to model Context change and actions centrally

Customer as a multi-sided entity

ATMContext

FinancialTransaction

Service Provider NOC

End User

Law Enforcement

SecurityCompany

Where Customer is:

the real end user of the IoT application

a set of notification APIs for the service providera different set of APIs for 3rd partiesthe service provider application that offers the IoT service3rd party end users involved in supporting the service

All with

different

experience

and SLA

Context + Customer(s) = State

• subscription state

• history• session• profile• other users

devices

network

• applications / UIs• configurations• connections

on / off premise• up / down

utilisation• health• policies• services

Context + Customer(s) = State

devices

network

CONSISTENT

Context+Customer(s) => API Engine

to maintain a large number of states - cardinality >> millions

to create Context(s) out of those states

to expose Context(s) to different types of Customer(s)

to enable Customer Experience Management via an extensible layer of APIs that take into account the Context(s)

What are the key needs ?

Context(s) Customer(s)

API Engine

Communication Network

ManagementI/F

NeutralMulti-Layer

Multi-Tenancy

Web ServicesI/F

Extendable

UserProfiles / Use Case

Agnostic

Technology Challenges

Ability to design a device interfacing layer that scales

Ability to manage data models which can be easily extended

Ability to expose a user friendly way to generate/manipulate the APIs

Ability to manage device interfaces with heterogeneous technologies

Axiros answers

ACSSIEBEL

Order Decomposition

NetworkAuthentication

RGW SERVICEHUB

NetworkProvisioning

Application &Service

Provisioning

Media Control&

VoIP Device

ALARM PANEL

Voice Profile&

Service Provisioning &

Alarming

Fire Sensor

Intrusion

Sensor

scalability

data models

interfaces

END USER

Self Care

MDMS MeteringData

web services

Our Lyse / Altibox implementation is a good starting point

Conclusion

CxM is abouta singleholistic

experience

Headquarter:

Axiros GmbhAltlaufstr. 34 D-85636 Munich HoehenkirchenGermany

Phone: +49.8102 8065 500Fax: +49.8102 8065 501

Mail: info@axiros.com Web: www.axiros.com

International Locations:Emea

￭ Aarau Switzerland

￭ Lisbon, Portugal

￭ Kazan, Russia

￭ Milan, Italy

Americas

￭ Boston, USA

￭ San Paolo, Brazil

￭ Singapore, Singapore

CxM in the IoT: the case for service verticals integration

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