Last week, we were invited back to Amsterdam to join Parks Associates at Connections Europe 2014. Our CEO, Kurt Peterhans, participated in a panel hosted by Parks’ President Stuart Sikes to discuss “Consumer Tech Support in the Smart Home”.
The moral of the story is:
Any object that can be connected and makes sense to be connected will be connected! And if it is connected, it will need to be supported.
Axiros’ Perspective: The Industrial Revolution, Take Three
Kurt proposed Axiros’ vision – that we are at the third wave of an IT industrial revolution.
- PC: The first wave of IT during the 1970s was the invention of PC. This took 15 to 20 years for mass-market infiltration and acceptance.
- Internet: The second wave of IT was the rise of the Internet. Inexpensive and ubiquitous connectivity transformed communications in the 1990s and 2000s, and this took approximately 20 years.
- IoT: Now we are standing looking at the third IT wave. IT is becoming an integral part of the product itself – computers inside everything! Embedded sensors, processors, software, and connectivity in products coupled with a product Cloud in which product data is stored and analyzed and applications are run.
There’s a lot to this – and it will impact everyone and everything. Business models will be rewritten. Consumers will rethink their world and lifestyles. This is big! The third wave of IT-driven transformation thus has the potential to be the largest yet, triggering even more innovation, productivity gains, and economic growth than the previous two.
So, will IoT and Smart Home start now?
As the IoT takes over everyday living across the world, solution providers need to ensure that the consumer installation, adoption, and ongoing enablement experience are seamless and painless. For example, the panel discussed how the world’s largest players are stepping up efforts in this area, including:
- In the past year, Amazon launched a dedicated store for home-automation devices.
- Apple has a major push into the smart home with a software platform that will allow the iPhone to control Internet-connected home devices.
We surmise that tech support will be turned on its head – it has to adapt to meet the needs of the future! Think about being more preventative than reactive – that is a very different concept for most providers. So, one of the areas you’ll see a drastic change is in the role of the Field Tech. Up until now, they have been primarily reactive – a call comes in, they go out and fix the problem. In the future, Field Techs will become more preventative then reactive. Take a look at this new cycle:
The successful support provider of tomorrow will be one that develops a seamless relationship, and ensures answers to ease usage, installation, interoperability, and security questions on a consumer’s connected home devices or services. They will be a consumer’s lifeline (literally and figuratively).
Smart, connected products offer exponentially expanding opportunities for new functionality, with far greater reliability, much higher product utilization, and capabilities that cut across and transcend traditional product boundaries. The changing nature of products are also disrupting value chains, forcing companies to rethink and retool nearly everything they do internally.
In a true industrial setting, Axiros believes install and connect sensors will be used to increase utilization of a facility and, through more effective monitoring of conditions, extend its useful life performance improvement approaches, for example to monitor equipment and activity to spot and address unexpected conditions, then step back and assess patterns of performance over time.
IoT will be big. Every heading of every trade magazine will tell you that as we move into 2015. At Axiros, our business is to make sure that your networked devices (whether there are two devices of millions of devices) are easy to install, test, diagnose, provision, maintain, troubleshoot and update on your network. We stay head of the IT Industrial Revolution – in this case IoT – so you don’t have to worry about that piece of the puzzle.