The Internet of Things (IoT) is here to stay, and very soon it will be thoroughly embedded in both our personal and professional lives. Gartner, Inc. predicts that 'There will be 25 billion connected things by 2020' and 'by 2018 6 billion things will request support.'1 Connected devices will in ltrate our homes, work and even the streets.

The Internet of Things is making our lives more exciting. For service organizations, these changes and the projected increase of requests that will come from devices— in addition to people—represents a signi cant opportunity. Yet guring out how to actually start leveraging the IoT as part of a seamless, connected customer service strategy is complex. Service leaders recognize there are a lot of devices already connected—with more coming online every second. But how does the head of customer care actually set up an infrastructure that allows them to respond to the insights and data generated by the Internet of Things?