My colleague Michele Pelino and I have just published a major new report, Bridge The Broken Internet Of Things Promise. At its best, the Internet of Things (IoT) -- a catch-all term for technologies that enable objects and infrastructure to interact with monitoring, analytics, and control systems over Internet-style networks -- has the potential to reshape customer experiences.

In the report, we cover the example of Royal Caribbean's Quantum of the Seas, undoubtedly one of the more impressive examples of how IoT and wearables can redefine digital customer experience (DCX) while also employing digital operational excellence (DOX) in service of customers.

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