Cognizant Computing and the Future of Service - ClickSoftware

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Cognizant Computing and the Future of Service

August 7, 2014 Kristin Amico 0 Comments

It seems that the future of the Internet of Things may be closer than we think with this month’s trending word: cognizant computing. According to a recent report by Gartner, this high-tech alliteration will soon be the next big app trend in the cloud movement. Cognizant computing is based around the consumer experience, in which data is gathered from individuals and is used to develop personal services. Having an immense impact across a range of industries, services could include things such as billing,  payments, context-specific ads and notifications.

cloud computingGartner predicts that cognizant computing will put the importance of apps, services and cloud to the forefront. So what could this mean for the future of field service?

Cloud computing is here to stay. Research director at Gartner, Jessica Ekholm explains that the cloud system is just going to get smarter. She says that once we have reached the days of self-performing smartphones, apps and services that are hosted in the personal cloud will interact with smartphones and other devices and the app ecosystems that they have created. More than improving the customer experience, the connected ecosystem implemented into the workforce proves huge for service organizations in communication and scheduling. Companies that want to drive business growth should take careful approaches in cloud adoption and be sure to embrace the challenge of change management.

Field service organizations can run into problems such as overrunning jobs, traffic congestion and workers getting sick or taking too long on a project. All of these trials can be fixed with the use of mobile apps. The dependence on mobile devices continues to grow both in the corporate and social institutions of human interaction. Cognizant computing could give service organizations a chance to differentiate themselves from other services and take advantage of this mobile addiction. Data-storing apps could allow field service workers a chance to better connect with customers and create more valuable offers or suggestions before or after the service, and in turn drive incremental revenue.

Across multiple devices, customer services could be completely transformed with the practical application of cognizant computing. Tracking deep insights into consumers’ preferences and daily lives will allow a more customer-centric experience for both the business and the customer. Gartner says that this will help companies expand the lifetime value of their increasingly fickle customers, improve customer care, boost their sales channels and transform the customer relationship — by making it more personal and relevant Cognizant computing will also push more companies to hasten their adoption of predictive analytics and self-learning systems to see where and when they can improve their services.


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