Peppers and Rogers recently shared 'milestones in modern customer experience'
- Those that focus on a company's reach, or market - catalogs, contact centers and green stamps.
- Efficiency tools that found new uses - QR codes, Point of Sale, online check in and IVR.
- Disruptive technology that created altogether new markets - personal computer, smartphone and iPad.
- New concepts that changed how we communicate - wiki, Facebook, and to some degree Amazon.
These are either tools or destinations -- what happens if we make information part of the experience itself?
These are content or information repositories - what happens if could infer intent from context?