Capgemini – Connected products

This research explores the world of consumer-facing connected products and examines consumer preferences and experiences. The study excludes mobile phones and tablets from its scope. It reveals that connected products have become an integral part of consumers' lives, with entertainment systems and connected vehicles being the most commonly owned products. However, there is potential for increased adoption of smart home security and health wearables in the near future. The research also shows that consumers are willing to upgrade their products for better convenience and comfort. A majority of consumers express interest in having an always-on AI-powered device if it enhances their lives. The study further investigates voice assistants and health wearables. It finds that voice assistants are gaining popularity, with 85% of surveyed consumers using some form of voice assistant at home, on their mobile, or in their car. In-car voice assistants are mainly used for playing music, navigation, and accessing in-car functions. Consumers trust their voice assistants' recommendations, but some feel that the responses lack contextual relevance. As for health wearables, one-third of consumers already own one, and nearly 30% plan to buy one in the next year. Consumers are also willing to pay for connected experiences related to health, retail stores, entertainment, or air travel. The research also highlights that consumer awareness about e-waste and carbon footprint is increasing, and consumers expect organizations to ensure sustainable products. Sustainable practices can drive consumer loyalty, and consumers prefer software updates over purchasing new models. However, consumers express concerns about the lack of recycling options for e-waste. Data privacy remains a significant concern, with only 36% of consumers expressing satisfaction with the privacy provided by current connected products. Many consumers are worried about the potential misuse of their personal data and its distribution to third parties without consent. Consumers also feel frustrated by the number of connected devices and services they have to manage, and they believe it would be more convenient to have a single interface for all their connected products. The report concludes with recommendations for connected technology companies. These recommendations include prioritizing trust in data privacy and security for consumers, improving user-friendliness during setup and pairing processes, creating seamless user experiences across different platforms, effectively communicating the value proposition of products, exploring innovative revenue models, advocating for sustainability through circular economy practices, enhancing security protocols, and ensuring regulatory oversight to promote industry standards and interoperability.