The Next Big Thing
Posts about next generation technologies and their effect on business.

2015 – a year of service innovation

crystalball.gifI believe that 2015 will be reflected on as a year of real service innovation. All those technological trends of the past decade are going to come to roost in the services of organizations in every industry. Establishments that view services as someone else’s problem will be left in the dust by those that realize the technologies of IoT, automation and analytics are causing change into the expectations of business value by the services that surround them. New services will spring into existence enabled by the flexibility of solutions like 3D printing, SDN, OpenStack and software defined anything (SDx). This post will try to justify that prediction, in a number of ways.

 

The US (NSF, White House) and EU governments recognize that there is a transformation taking place with services and are looking to see how governments can invest in service innovation. They know that the models and techniques used previously are not up to the task and are looking to shift those efforts to take advantage of the abundance of information technology capabilities that now exist and improve the understanding and capability in the services space.

 

The wearable devices we’ve seen to date have remained relatively stand-alone, providing a bit of interaction and information. As the services that consume that information advance, we’ll see a 3rd generation of wearable devices that interact with their environment, to provide a more proactive set of capabilities. This will be part of a shift in the Internet of Things that will stand up from its current crawling position to (at least) toddle along moving close to an Internet of Everything (and Anything), focusing on an enabled environment.

This will shift business resources away from process workers to a more automated environment consuming more and a different kind of analytics, moving to a human-augmented automation approach in many areas (rather than the other way around). Those interested should invest in the book, The Second Machine Age. These approaches will provide greater insight and transparency to customer actions as well as intent, enabling businesses to proactively provide services.

 

For the consumer the move to services that enable a digital life will continue and accelerate. Using the techniques described above, continuous monitoring and assistance will become a possibility. There will be concerns expressed about this monitoring moving from optional to required, in order to receive certain kinds of services. Similarly, the concerns about autonomous cars will shift from an ‘are they safe’ footing to ‘should they be compulsory’ discussion. Although we’ll not see mandatory automation/tracking… in 2015, the discussion and concerns will move from pockets of zealots into the mainstream, impacting everything from healthcare services to insurance…

 

No discussion of the future is complete without some mention of security and privacy. As enterprises move workloads to the cloud, enterprise-level security needs to follow. Most organizations do not have their processes at this level of maturity so security and privacy will bloom into an even larger service industry, since help will be needed. Although cloud computing helps address the issues of limited energy and resources, security and privacy protection services will become a critical concern in the forefront of business in 2015. The same will be true at the micro level as embedded devices leak more behavior information into the environment and the need for their protection becomes clearer.

 

The services for manufacturing and product production will undergo a shift in 2015 as well. Mass production will still be king, but personalized manufacturing will shake up planning in the global economy. According to Gartner, sales of 3D printers will double each year between 2015 and 2018, and exceed sales of more than 2 million. This will trickle down into transportation, logistics and industries other than manufacturing. We’ll see the products become platforms for further customization. Much like you’ve been able to have Coke or M&Ms personalized for a while now, it will be possible for a greater percentage of products (both physical and services). With the additional of sensors, greater connectivity and computing, these personalized platforms will further expand the momentum for intelligent services. These custom platforms will allow greater consumer engagement, with the producer as well as with the other consumers of the product.

 

In the predictive and analytic space the solutions will shift to enable greater flexibility in engineering the attention of service desk personnel as well as the people who call in. Next generation BPO/call centers will rely on greater levels of automation and less on low cost workers. That shift will not take place in 2015, but the products targeted at this shift will become more prevalent this year. These capabilities will move into other business processes as well, enabling them (HR, Finance…) to become systems of action for the enterprise, shifting to address business goals while at the same time providing greater insight and transparency about shifts in usage and consumption.  

 

The final area I wanted to mention was that the interfaces into these services will change too. We will see a reemergence of augmented reality. Virtual reality research received a great deal of attention in the 1980s, but didn't take off due to the expensive hardware, poor sensing, and display capabilities. All of these limits have now been largely addressed and the ubiquitous mobile device (we all carry) makes it a natural for our always on world. Juniper Research states that annual revenues from mobile augmented reality (AR) services and applications will reach $1.2 billion by 2015, moving beyond the demonstration devices by Google and others onto the edge of mainstream.

 

One aspect of this services shift that needs to be considered is the difference between the desired objectives and the unintended consequences that result. This will be a rapidly changing space, so an iterative approach that starts small and works up will be required. Joining organizations like ISSIP and moinitoring the success (and failures) of others will also be a good investment in 2015.

An IoT example everyone can understand and many of us have already encountered

Sometime this holiday season I am going to be at some function where I’ll be asked about a real IoT application. I usually like to have an example that a layperson can relate to and ideally experienced -- more than the smart thermostat or metering that we’ve been talking about for over a decade.

 

This short video about Kroger does a good job (about 36 seconds in) of explaining an innovation that many have already experienced and not really known it was happening. They’ve had QueVision® implemented at my neighborhood Krogers for a while. It really does cut down queue length for the consumer.

 

 

We know IoT is having impact – when it doesn’t draw our attention. It is also a good example of using automation in a subtle way to improve the experience of everyone involved in a process.

It is not a panacea though, these efforts may point out issues in other processes. You can’t make just one part of a business super-efficient without having impact elsewhere. There is a lesson there as well.

 

Displays value is in the eye of the user

 

eye.pngThere was a story a few weeks back that caught my eye but I didn’t have time to blog about it. It was about 3D printing contact lenses with built-in video. The concept of having sensors and displays directly on the eye is not new, but this is the first time I’ve seen discussion of them being 3D printed.

 

This particular effort is funded by the US Air Force and could be used for display of information or sensing the “state of the wearer's retina and possibly monitor pilot health without invasive implants.”

 

I can easily see these high impact/cost applications increasing in availability over time and being integrated with those roles where timely access to information can make a big difference. There will need to be some significant work on user interface design, since an on-eye display will be always in the way of the user’s vision.

 

The sensing application would be useful for those situation where immediate action could be the difference between life and death (for example diabetes intervention). I have a hard time imagining its use for every day service interactions, but I could easily be mistaken. It does make me wonder about the possibilities when integated with cognitive computing capabilities.

 

Another example of leveraging sensing

 

cosmic ray detection.jpgA few weeks back I had a post about the underwater use of the IoT, focused on a surprising use of an existing sensor pack. In a similar vein there is a project - CRAYFIS (Cosmic Rays Found in Smartphones) – that is aimed at using the cameras in smartphones and tablets to detect the lower-energy particles that are produced when cosmic rays strike the Earth’s atmosphere. It could built a very large array of high quality sensors that would be financially impossible to create any other way. The data collected may be useful to study a number of important issues, like changes in the earth’s magnetic field.

 

I always find it interesting when a sensing pack is designed for one function, but once it is in place other uses are found. As the enterprise use of IoT expands these stories will be more commonplace, as well as stories of unintended consciences.

 

Labels: IoT| Mobile| Sensing| Sensors

Surprise results from the Internet of Underwater Things

shark.pngI’ve mentioned before that many times when you start gathering information with IoT techniques, the results may not always line up with what you originally intended. This article references a study showing evidence that it could be the Sleeper shark that is attacking juvenile Steller sea lions. They are basing the findings on sensing data coming off the tags of the young animals.

 

”We surmise that the sea lions were consumed by a cold-blooded predator because the recorded temperatures aligned with the deep waters of the Gulf of Alaska and not the surface waters.”

 

Based on the article, I doubt this was the original intent of the tagging effort, but once you start getting the data and correlating it with environmental knowledge you can derive quite useful results.

 

When we talk about the ‘things’ we can sense and derive data about, we need to keep our definitions wide.

Tags: IoT| Sensing
Labels: IoT| Sensing
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About the Author(s)
  • Steve Simske is an HP Fellow and Director in the Printing and Content Delivery Lab in Hewlett-Packard Labs, and is the Director and Chief Technologist for the HP Labs Security Printing and Imaging program.
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The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.