As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence:

• Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019.
• Connected-home device shipments comprise about 25% of the broader Internet of Things market, and will gradually increase its share to 27% by 2019.
• Connected-home device sales were $61 billion in 2014 and are projected to grow at a compound annual rate of 52% to reach $490 billion in 2019.

These developments will undoubtedly have significant impact on the customer care operations of many companies, e.g., in expanding and reshaping workloads. Some will get tumbled by and others will harness these trends to improve customer experience—it’s a matter of seeing the opportunity and planning now.