Using Digital Technology to Create a Frictionless Journey

Robert Costabile
Marketing Director
Otis Elevator Company, Hartford

It’s the end of the day, and you receive a notification on your phone that the A train, which stops at the subway station located near your building, will arrive in seven minutes. You must leave your office in two minutes in order to catch your ride home; otherwise, you will have to wait another 20 minutes. At that very moment, you are notified that your favorite lunch spot is offering an online take-out dinner special, so you decide to wait the extra 20 minutes to catch the next train and tap your phone to pay for the meal. It will be ready in 12 minutes, so you agree to the recommendation, and the elevator is notified of your desire to arrive in 10 minutes. You take care of a few more emails and identify key tasks for tomorrow, and receive confirmation from the elevator of when it is expected to arrive.

With the advent of connected, intelligent buildings, it is becoming possible to create a frictionless experience for building occupants, which can then expand to multiple buildings, campuses and even to the entire city. All the while, the customer is provided with a more personalized experience and higher level of comfort, which will increase productivity. In addition to productivity increases, connected, intelligent buildings, cities and campuses will also be more energy-efficient. This session explores how market trends such as frictionless shopping, keyless cars, intelligent thermostats, and the technologies that enable them, are making it possible to create a seamless experience for users of buildings and occupants of cities.