Customer Experience Tools
Explore more insights from Bain's 2020 Customer Experience Tools and Trends survey: Let No Tool Stand Alone.
Wearables are connected sensors worn directly by the user, either standing alone or as an extended display for another device. They measure human parameters such as position, heart rate, temperature and activity.
Our insights share how the right CX tools make customers’ lives richer and more fulfilling and strengthen a company’s economics by holding down costs and securing new revenue streams.
Wearables can be sensor-infused devices, clothing that reads biometric data or simply a body-mounted camera or smart glasses that allow hands-free operation. This type of fashion technology is reinventing how humans interact with computers, providing more information about their bodies and their immediate environment.
How to use wearable sensors
- Tracking devices use biometric readings to gauge the physical state of the monitored person or capture activities performed to understand workflow challenges and enhance productivity. These sensors also serve to enhance worker safety and mitigate risk by tracking location, vital signs, falls and noise patterns, and identifying environmental risks.
- Health monitoring occurs by measuring and tracking an individual’s vitals and sending the data directly to connected devices or healthcare providers. Examples include blood glucose sensors for diabetics and sensors on athletes to monitor their physiological and biochemical profile.
- Fitness tracking uses smart watches or activity trackers to monitor activity levels and key vitals, such as heart rate.
- Enhanced store experiences combine wearables with augmented or virtual reality while browsing virtual malls or showrooms, or viewing interactive ads and signs.
- Law enforcement agencies use wireless connectivity and biometric sensors for wired or wireless sensors in cameras, firearms and machines. Wearable sensors can also be embedded in body armor to generate rescue alerts if the user gets injured.
- Wearables constitute one element of a wider digital strategy for a company. Understand the potential use cases and look for inspiration on use cases from other industries.
- Customers are concerned about data privacy, and laws are becoming more stringent with the implementation of regulations such as the EU’s General Data Protection Regulation.
- Ensure privacy and transparency with employees. Clarify what data the wearables track and how it will be used.
- Wearables introduce a further cybersecurity threat into the business, opening a new front for hackers.