Brand Experience in the Internet of Things: Development of an Experience Interface (ExI)

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Author(s): Thomas Heinrich Musiolik (Berlin University of the Arts, Germany)
Copyright: 2021
Pages: 24
Source title: Analyzing Future Applications of AI, Sensors, and Robotics in Society
Source Author(s)/Editor(s): Thomas Heinrich Musiolik (Berlin University of the Arts, Germany)and Adrian David Cheok (Professional University of Information and Management for Innovation, iUniversity, Tokyo, Japan)
DOI: 10.4018/978-1-7998-3499-1.ch010

Keywords: Artificial Intelligence / Human Aspects of Technology / Information Science Reference / Social Sciences & Humanities

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Abstract

The internet of things, as well as data from connected devices and other digital technologies, can facilitate seamless customer service, rapid problem-solving, and the more efficient deployment of skilled resources – they can offer unique and emotional brand experiences. This chapter discusses what experiences are, how the promise of experience is made, how to develop an experience interface (ExI), and why it will be in the future critical to the success of brand experiences in the internet of things.

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