how to deliver a 5-star experience for iot-enabled services
TRANSCRIPT
How To Deliver a 5-Star Experience for IoT-Enabled ServicesAnand Akela, Director, Product Strategy and Marketing @aakela
Agenda
• IoT Overview• Breaking down an IoT service• Understanding IoT service delivery challenges• Application Intelligence for IoT
IoT Overview
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Every business is becoming a software businessIoT is at the heart of Digital Transformations
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Retail HealthcareAutomotiveIndustrial
What is a thing?
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Which can be applied to some ”thing” larger
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IoT EcoSystem
Gartner
1
2
3
IoT is more than an end-point/sensor/deviceAnatomy of an IoT Application
v4a
v2
v2.4v3.1
versionsIoT platforms and providers
IoT sensors& devices
ApplicationsNetworkOS
End to End IoT Application
New Rules for IoT Applications
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Many new & varied devices
Many interoperability options (networks,
platforms etc.)
Reliance on cloud
Massive data
MASSIVE COMPLEXITY & SCALE
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Bad news
Breaking down an IoT Service
IoT architecture fundamentals
A A
IoT Endpoint
Hardware+ Software +
Agents
Network
2G3G4G
ZigBee
Consolidation +Customer Mgmt
Device Gateway
Mobile AppBrowser App
Wearable
IoT Platform Management
Device Management
API ManagementOrchestration
3rd Party Systems
APIsAsynchronous transactions
Cloud
IoT transaction fundamentals
A A
IoT Endpoint
Hardware+ Software +
Agents
Network
2G3G4G
ZigBee
Aggregation +Customer Mgmt
Device Gateway
Mobile AppBrowser App
Wearable
IoT Platform Management
Device Management
API ManagementOrchestration
3rd Party Systems
APIsAsynchronous transactions
Cloud
Parking space Check Customer
Parking ServicePayment Payment
Space identified
Understanding IoT Service Delivery Challenges
3rd Party Systems
Experience issues can have multiple causes
A A
IoT Endpoint Network Aggregation +Customer Mgmt
IoT Platform Management
Parking space Check Customer
Parking ServicePayment Payment
Space identifiedInfrastructureApplications
APIsAsynchronous transactions
3rd party
Mobile App
InfrastructureApplicationsNetworkHardware
Applications
3rd Party Systems
Issues lead to the performance blame game
A A
IoT Endpoint Network Aggregation +Customer Mgmt
IoT Platform Management
Parking space Check Customer
Parking ServicePayment Payment
Space identifiedIoT Platform Management
Provider Multiple 3rd partiesTelco
IoT Service ProviderNetwork
ProviderIoT Service
Provider
WAR ROOM
Business data Marketing data Operations data
Current analytics approaches are not suited to IoT needs
Revenue
Churn
New customer growth
Customer preferences
Behavioral information
New feature usage
App performance
Infrastructure performance
3rd party performance
Drop off rates
Loyalty Tiers
Product mix
Revenue per user
Revenue per tier
Issue impact
Geo locations
Mobile usage
Network performance
Browser performance
Database performance
Network carrier performance
How many customers were upgraded to the new release, were impacted and did we lose due to the 3rd party database issue?
Application Intelligence for IoT
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Application Intelligence
See Act Know
SEE End-to-end visibility of business transactions
A A
IoT Endpoint Network Aggregation +Customer Mgmt
IoT Platform Management
3rd Party Systems
Parking spaceCheck Customer
Parking ServicePayment
Payment
Space identified
End User Experience Applications Infrastructure Databases 3rd Party
Act Fast to maintain customer experience
Collaboration & automation
Code problems
Network
3rd party time
Business Transactions
Server time
Understand performance change per release
Avg response time
Alerting & incident management
Runbook automation Virtual war rooms
Business
App Support Team
3rd Parties
Know Application Analytics collects all IoT data
To enable business and operational visibility
Platinum customer
Space taken
Fuel
Service
Traffic
Weather
Reverse light
Oil
Code level issue
Silvercustomer
CRMTime
Light out
Goldcustomer Agent
issues
Update
Databaseissue
Route guidance
Engine problem
Silvercustomer
Code level issue
Code issue
Bookinspection
Fuel level
Speed
Platinumcustomer
Engine issue
Tyre pressure
Traffic check
Log
Know Analyze specific experiences
Geoff Harrop, a platinum customer, has an engine fault that requires a software upgrade. Schedule over the air update.
Platinum customer
Space taken
Fuel
Service
Traffic
Weather
Reverse light
Oil
Code level issue
Silvercustomer
CRMTime
Light out
Goldcustomer Agent
issues
Update
Databaseissue
Route guidance
Engine problem
Silvercustomer
Code level issue
Code issue
Bookinspection
Fuel level
Speed
Platinumcustomer
Engine issue
Tyre pressure
Traffic check
Log
Car ID #
Platinum customer
Engine Fault
Location
Software version
Update SoftwareRequest
Ready for real-time insights
Automatically collected
Fully correlated
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KNOW IoT Intelligence
“What was the total value of gold customers purchasing new features?” $12,491
“Which device is most popular for connecting to our customer app?” iOS iPhone
“What is the breakdown of who is driving our cars at the moment by customer tier?
Majority are bronze customers
“How many new customers have signed up to our service?” 24,776
New user signups
Conclusion
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- Delivering an IoT service is a complex mix of software, hardware, networks and 3rd parties
- Performance issues are difficult to isolate and resolve- For IoT performance success, think:
- See: end-to-end IoT service visibility- Act: resolve emerging issues quickly and
collaboratively - Know: optimize IoT services by analyzing
performance, engagement and value
Thank You@aakela