How IoT and AI will Disrupt Customer Satisfaction Measurement

Measurement of true customer satisfaction has always been the Holy Grail of customer experience. Sure, there are several methods currently in use, including net promoter scores (NPS), customer effort scores, and customer satisfaction scores (CSAT). Typically these approaches are fed by customer surveys--quite often the results are too little and too late. But what would happen if we disrupted customer satisfaction measurement using the Internet of Things (IoT) and artificial intelligence (AI)? The first step to this new disruptive approach is to have customers opt in and provide the data streams that could be fed into an IoT Complex Event Processor (CEP engine), which is a collection of technology components that can process millions of events from mobile devices, connected products, website clicks, social media posts, and pretty much any type of message that can be generated by computers.