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Digital Experience Through the Years

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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

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Digital Experience Through the Years

  1. 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) PERFICIENT.COM/BLOGS TWITTER.COM/PERFICIENT FACEBOOK.COM/PERFICIENT PERFICIENT.COM/GUIDES Perficient is the leading digital transformation consulting firm serving Global 2000® and enterprise customers throughout North America. With unparalleled information technology, management consulting and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution and value with outstanding digital experience, business optimization and industry solutions. 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, LEARN MORE BY DOWNLOADING OUR GUIDE GETTHE GUIDE 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.