Milestones in Modern Customer Experience
The late 1800s brought customers new ways of exchanging goods and services with the introduction of the telephone, mail order catalogues, and the country’s first loyalty program.
Speech technology research began in the 1930s with Bell Labs creating the first attempt to artificially produce human speech. This groundwork paved the way for automated phone services.
The 1960s brought the first contact centers, which were built to increase efficiency.
In 1973, IBM created the first point of sales system, and in 1977 the first successfully mass marketed personal computer went on sale.
In 1993, the internet was born with the introduction of the Mosaic web browser. Also in 1993, Don Peppers and Martha Rogers Ph.D., of Peppers & Rogers Group, published The One-to-One Future, which revolutionized customer relationship strategy.
The first smartphone was born in 1994, and the term was later coined by Ericsson in 1997. Amazon.com and quick reference (QR) codes were also created in 1994.
Steve Jobs returned to Apple, Inc. in 1997, where he later introduced the world to the iMac, iPhone, iPod, and iPad.
In 1999, Alaska Airlines introduced online check-in.
Wikipedia was launched in 2001. From that point, the world was introduced to online co-creation and crowdsourcing.
In 2004, Facebook was created and ultimately changed the way people and businesses connect.
The tablet market was kick-started by Apple’s iPad in 2010.
In 2012, Visa and Mastercard start digital wallet services.
While there’s no way to tell which technologies will change the customer experience now, disruptive innovations are offering a hint into the future. Google’s Glass project, 3D printing, and near field communications seem to all hold potential to revolutionalize the way brands and customers interact. But ultimately the customer decides what stays and what goes. Companies must be ready to change quickly to respond to the new era of customer innovations. What do you think will shape the next generation in the customer experience? Share your thoughts with us below.