According to the CX Trends 2024 study, 70% of customer experience leaders plan to incorporate generative AI into their interaction channels over the next two years. The goal is clear: to provide more agile, conversational, and personalized experiences. The combination of AI with scalable networks allows organizations to optimize real-time data management, offering faster, more accurate interactions and anticipating individual needs. This technological synergy not only improves customer satisfaction, but also fosters customer loyalty.
The Internet of Things (IoT) plays a crucial role in this ecosystem, acting as a bridge between the physical world and AI models. Through sensors that collect real-time data – such as temperature, user behavior or movements – the IoT feeds machine learning algorithms with real-time information. For example, a camera on a retail shelf can capture a customer’s facial expressions and, using AI, interpret their mood to offer a personalized service instantly. Thus, IoT is not only part of the infrastructure, but it is a vital source of data that empowers personalization.
The growth of the digital ecosystem reinforces this trend
According to the State of IoT Summer 2024 report, 18.8 billion connected IoT devices were projected in 2024, 13% more than in 2023. This expansion offers an unprecedented opportunity to enrich AI models with higher quality and more relevant data, creating more contextual and effective customer experiences.
To capitalize on this technological convergence, companies must integrate platforms that combine AI with high-bandwidth networks, capable of dynamically adapting to demands in real time. Therefore, a robust infrastructure is essential. This requires suppliers that use global networks and integrate submarine cabling, as well as terrestrial fiber optics. These technologies ensure reliable connectivity, private interconnection, and consistent performance, minimizing latencies and supporting personalized experiences at scale.
The vision is clear: in the digital age, it is not enough to adopt technology; it needs to be strategically integrated. Hyper-personalization is the way to transform the customer experience and, with it, the entire business operation. It’s about building more meaningful and sustainable connections through data, connectivity, and intelligence.
The future of customer experience is already here, defined by accuracy, speed, and a deep understanding of every interaction. Organizations that master this integration will not only meet current expectations, but anticipate future ones, leading with innovation and customer proximity.
Wilmer Puerta
Senior Product Manager, Data Products
Cirion Technologies.
