What will Technology be like in 2025?
2025 seems like a long time off. Customer Communication experts might expect thousands of contextually-driven ultra-personalized messages to reach recipients at exactly the time they are needed in a communication utopia. Nobody can predict exactly what the future will be like, but certainly more communications will be delivered via a host of new devices. Many customer communications will be integrated into cars, clothes, glasses or other interesting places. These devices may use new types of quantum processors and new memory that makes today’s fastest technology look like a clunky 1990’s PDA (Personal Digital Assistant).
A Radical Change in Technology for Customer Communications
Today’s smart devices have screens, speakers, microphones, NFC (Near Field Communication) capabilities, fingerprint readers, Wi- Fi, Bluetooth, lights, location, moisture, light, motion, and other sensors. These sensors constantly become cheaper, more powerful, and more tolerant to environmental extremes, enabling the creation of new devices that send new types of information. By 2025, this information could be used to, for example, share experiences with friends with striking realism. And it will generate a lot of data for corporations to store, manage, and mine to connect with customers in new ways and realize new value.
New Forms of Digital Communications for Business
Today, we communicate via paper-based mail, smart phones, tablets, and desktop and laptop computers across a variety of third-party services, social networks, and business networks. Consumers have been experimenting with wearable fitness trackers for a few years. The early adopters are already sharing immersive 3D experiences. Many of us are on Snapchat, Instagram or Periscope and engaging in new image and video communications. In 2025 years, there will be new social networks along with more apps and connected devices. The information exchanged will flex to best fit these channels and the context within which they are used.
New Services to Connect Customers, Devices and Customer Data
As we consider future communications, it is not far-fetched to imagine that the average consumer will have five or more personal, connected devices. Several of these devices will always be available. And the Internet of Things (IoT) will likely add additional sensors that communicate with these devices. There will be new services that bridge people, devices, and data across new media. The form factor and capabilities of the devices we use will impact how people communicate as well as what they consider to be important. As you imagine your place in the world of 2025, you need to imagine a business that is friendly to new types of technology. You cannot escape concerns of privacy and security, but you will not survive with restrictive policies that favor slow adoption. Technology is moving faster than the 12-month budget planning cycle, so you need a business that is built to absorb new technologies on their release schedules.
Low Tolerance for Information Overload
People will still use water and electricity in 2025, but no one will want to receive a haptic feedback notification each time someone turns on a light or runs the tap. For most consumers, a once-a-month bill will be sufficient. And while there will be more connected refrigerators, who wants to be notified each time a yogurt hits its expiration date? A consumer might appreciate a warning that a red sock has slipped in with the whites on laundry day, but they don’t want to know when the spin cycle began in their laundry machines. In 2025, people won’t tolerate oversharing. Some services just don’t warrant a high level of mindshare.
Unsatisfied Customers Going Viral Faster
Individual consumers have wildly different expectations for communications. Consumers have a wide range on their preference for the amount of detail that is available to them on bills and other statements. Some banking customers feel comforted to receive a confirmation for every transaction. Certain consumers prefer long, sortable lists of transactions. Others prefer a more graphical presentation of information. In 2025, unhappy customers will take their bad experiences viral faster than ever. They’ll turn a corporate communication failure into a new meme that pervades hundreds of social networks and billions of potential customers just by shouting something from their brand new 360-degree 3D videocasting device.
The Right Communications to the Right Customer in the Right Quantity
As you build your business to communicate in the next decade, consider how you will manage to communicate with the right frequency, intensity, and style. The technology will be there to communicate across all of the channels constantly. Considerate businesses that resist the temptation to over-communicate will create the strongest bonds with customers.