CxM in the IoT: the case for service verticals integration

Copyright 2014 Axiros - Aarau . Lisbon - Kazan - Milano - Munich - New York - Sao Paulo - SingaporeCopyright 2013 Axiros - Aarau . Lisbon - Kazan - Milano - Munich - New York - Sao Paulo - Singapore

CxM in the IoT Industry The case for Service Verticals Integration

Alfeo Pareschi - VP Customer Solutions


CxM

Just a new acronym

Why ?


CxM

Customer eXperience Management…

AND

… ConteXt Management


An example

Home … … Baby …

… Maritime … … Industrial.


Context

So…

What defines a context ?

Alfeo

insert picture for 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

them!


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

Remote Monitoring

ATMContext

FinancialTransaction

Service Provider NOCSmart Home

User

HouseisOk

Powerfailure in one

room

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

Bank

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

users

devices

network

• applications / UIs• configurations• connections

on / off premise• up / down

utilisation• health• policies• services


Context + Customer(s) = State

users

users

devices

network

STATE

CONSISTENT

API


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

Aware

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

DHCP

NetworkAuthentication

RGW SERVICEHUB

NetworkProvisioning

Application &Service

Provisioning

STB

Media Control&

QoS

VoIP Device

ALARM PANEL

Voice Profile&

QoS

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: [email protected] Web: www.axiros.com

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CxM in the IoT: the case for service verticals integration

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