Jagiellonian University in Kraków
The Internet of Things as a customer experience tool
Marek
Leszek
author
Woźniczka
Jarosław
author
Wroclaw University of Economics, Faculty of Economic Sciences, Department of Marketing Management
Correspondence to: Leszek Marek leszek.marek@ue.wroc.pl
Correspondence to: Jarosław Woźniczka jaroslaw.wozniczka@ue.wroc.pl
28
12
2018
Numer 3 (2017)
Volume 3
163
176
Copyright © 2018
2018
<p>The Internet of Things (IoT) is a relatively new technological innovation, the use of which is now widely discussed in the scientific and business literature. This article undertakes the research problem of potential of the IoT as a tool supporting designing Customer Experience (CX). The development of the IoT along with its market potentialwas discussed, the definitions and terms related to customer experience were presented and the adoption of IoT in the field of CX was conceptualized. Then the significance of CX analysing and planning was underlined and the fields in which the IoT can support the customer experience management process were indicated. Finally, various empirical examples of the use of IoT serving as a tool for building positive customer experience with the brand were presented.The desk research method has been used, including literature review and the analysis of the results of empirical studies.</p>
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