February 2023
Intermediate to advanced
6 pages
12m
English
article
Smart Product Breakthroughs Depend on Customer Control
by Jenny Zimmermann, Jonas Görgen, Emanuel de Bellis, Reto Hofstetter, Stefano Puntoni
Overview
Smart products like robotic vacuums and smart speakers have become common in many households. However, although consumers value the convenience and time savings smart products offer, the accompanying feeling that they’ve relinquished some control to a machine is inhibiting the products’ broader adoption and customer satisfaction. Based on their research, the authors recommend ways that smart-product companies can increase consumers’ sense of control and autonomy when using smart technology.
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