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TeleTech Blog

Google Glass: Transforming the Customer Experience


In TeleTech’s blog series on technologies that are transforming the customer experience, we explore wearable computers.

TeleTech released an infographic last week illustrating a timeline of technologies that revolutionized the customer experience over the past 143 years. But, this timeline will likely need an update later this year with the Q4 release of Google Glass. Here’s how Google’s computer glasses work and how companies can be ready for the next big thing that will transform the customer relationship dynamic.

Google Glass: Transforming the Customer Experience

Google’s Glass project has everyone talking about wearable computers that will do everything from video record our activities to layer data over everyday experiences for added value. As Brille Kaufen’s infographic explains, Google Glass acts as a sophisticated mini projector that aims an image directly onto the retina of the user’s eye.

When mobile devices truly become hands-free, there’s no doubt that the opportunities for customer engagement and brand interaction will multiply every minute that consumers wear them. So, the question becomes: How can companies succeed in this world and what can they do to be ready for this transformation?

As Google Glass takes the market by storm, location-based advertising, geo-targeting, and other mobile device marketing techniques will explode. So, do your homework here.

But, mobile phone marketing has already taught us a valuable lesson that can be applied to Google Glass and any other wearable technologies. Mobile devices are personal connection tools, and mobile marketing runs a high risk of invading consumers’ personal space. Imagine the startling moment (and the ensuing frustration) when customers see a blinking or flashing advertisement, email alert, or marketing message in their field of view.

With the capability for even more intimate communication channels, it’s more important than ever for companies to have personalized messages that anticipate consumer needs and directly target their unique situation. Companies need to understand who their customers are, what they need, how they like to communicate, and their preferences for interaction. With access to the consumer’s field of vision, brands that deliver value and build relationships rather than disrupt and disturb will ultimately succeed in this space.


This infographic was created by Martin Missfeldt for Brille Kaufen and this article summarizes some of its contents. The original infographic is here