The Connectivity industry has been leaning towards the in-home market for some time. Improving networks and the development of Smart Home technology has seen consumer expectations rise, putting strain on service providers. On Episode 5 of The Connectivity Matters Podcast we spoke to Shane Paola, the VP of sales at Plume Design, about how in-home technology is shaping the industry. Plume Design is creating a new category of Smart Home experiences, leveraging cloud and AI, which Shane unpacked with us.
Read on to find out what challenges are currently facing in-home connectivity providers.
What’s the current state of the Connectivity industry?
It’s about the in-home experience right now. We’ve built these phenomenal networks, so customer expectations are extremely high, they want to add more devices into their homes than ever before. The rise of connected homes and devices within our clouds isn’t slowing down. People are embracing Smart Home technologies, so connectivity inside of the home is becoming increasingly important. Companies are trying to support the needs of customers on their Smart Home journey, while also delivering the experiences that people expect from the bandwidth they’re subscribing to.
What are you most excited for about the future of the Connectivity industry?
It’s all heading for personalization and the in-home experience. One service provider has basically gone from managing five or six tariffs and cut it down to two. They’ve said, ‘Here’s our basic package, it’s £29.90 a month and you get this minimum level of service. Or there’s our max bundle.’ They’re not advertising speeds and feeds, they’re just saying, ‘We’re gonna give you the greatest in-home experience with the best WiFi mesh environment, covering your house with connectivity. You’ll always get the maximum available bandwidth when it’s provisioned in your area and you never have to worry about it.’ That’s a phenomenally bold and disruptive move, which I think the rest of the industry should look at. Customer dissatisfaction and negative experiences create a churn from one provider to another, which is a nightmare. Providers have to manage sunsetting tariffs and trying to move their customers onto new platforms as well as trying to retain their customers. It’s a great sign that companies are starting to move their focus on customer experience rather than the speeds and feeds.
Which use case would you find most useful in your home that you don’t currently have?
I want to see a Smart Home environment. Different vendors are building things that don’t necessarily interoperate with each other, so it’s hard to create an integrated system. There’s a fair bit of buzz around the new Matter system and its potential. IOT bodies are building towards the Matter framework, which will hopefully standardise things in terms of internet connectivity in Smart Home environments. What we’re missing is simplicity. Big companies typically compete at a device level or an application level, but they need to realise that for the best customer experience they need to collaborate. That’s what I want to see happen in my home.
To hear about the work Shane and Plume Design are doing to advance the industry, tune into the whole episode of The Connectivity Matters Podcast here.
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