How organizations communicate with their customers had dramatically changed over time. Let's explore the challenges, past and present. Learn more in our guide: http://bit.ly/2cb0XQ4

1. How organizations communicate with their
customers has dramatically changed over time.
Let’s explore the challenges, past and present.
EXPERIENCE
THROUGH THE YEARS
Customer conversations are controlled by the business. Have a problem or a comment?
Good luck mailing in that postcard or dialing that support phone number.
The microchip is invented, paving the way for modern
technologies like computers, the internet, mobile
phones, digital displays, and so much more.
1959
ARPANET is developed by the National Science
Foundation as an early precursor to the internet.1969
Sir Tim Berners Lee creates the
first commercial website.1991
Netscape files a successful IPO, cementing
the staying power of the internet browser.1995
Internet forums become a popular method of
communication and community-building online.1997
eBay goes public.
1998
Development of early bulletin board systems.
1970
Ray Tomlinson sends the first email ever –
to himself.1971
Roy P. Weber invents the 800 number.
1976
Personal computing takes off with Apple’s
introduction of the Apple II computer.1977
The first domain name is registered.
1985
The commercialization of the internet in 1991 opens the floodgates for businesses to
set up shop and creates opportunities for customers to interact and communicate.
The emergence of social networks continues to
knock down the walls of communication between
businesses and consumers. Everyday citizens
become major influencers for driving product
interest, while businesses that ignore social media
and digital experiences suffer. Businesses create
portals to connect to customers.
Companies look to create connected experiences across numerous platforms to
continue the conversation with customers, building on existing mobile applications
and customer forums. Research firm IDC reports that the development of connected
experiences will require 80% of businesses to overhaul their digital assets.
THE ANALOG ERA (PRE-1990)
THE CONNECTED ERA (2001-NOW)
Mark Zuckerberg founds Facebook in his Harvard dorm room.
2004
2015
YouTube debuts as a place to share video.
2005
Twitter is founded; Time Magazine names “You” as the person of the year,
recognizing the millions of people who generate content.2006
Smartphones and tablets enable consumers to share their experiences.
2008
Mobile internet usage overtakes desktop as the
most-used digital platform, led by a 1,721% increase
in tablet usage.
Generation Y, otherwise considered digital natives,
overtakes Generation X with the most members in
the workforce.
2016 Digital transformation emerges as a business priority.
NOW
Cloud computing is a business priority, attracting
organizations looking to centralize customer experience
management, lower costs, and increase flexibility.
New technologies like the Internet of Things (IoT) and the continued popularity of
cloud will create a world where positive customer experiences exist on the wrist,
customer service is instantaneous, and business is seamless.
THE SOCIAL MEDIA ERA (2001-2013)
THE INTERNET ERA (1991-2000)
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SOURCES:
http://articles.baltimoresun.com/1992-08-23/busi-
ness/1992236107_1_roy-weber-weber-hit-american-telephone
http://opinionator.blogs.nytimes.com/2011/07/10/remem-
brance-of-message-boards-past/
https://en.wikipedia.org/wiki/You_(Time_Person_of_the_Year)
https://www.comscore.com/Insights/Blog/Mobile-Internet-Us-
age-Skyrockets-in-Past-4-Years-to-Overtake-Desktop-as-Most-Used-Di
gital-Platform
Perficient has been helping clients on their digital
experience journey for the past decade. We
modernize the systems that create, deliver, and
sustain engaging and meaningful digital experiences,
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and ensure that organizations are prepared for the
demands of the modern digitally savvy enterprise
customer. Let’s talk about how we can help on your
journey of digital experience transformation.