Technology-enabled customer disruption is not strictly the province of retailers. Montreal’s public transportation authority, Société de transport de Montréal (STM), is in the midst of a successful pilot of a loyalty program that uses advanced geolocation and real-time mobile messaging to disrupt the public transportation customer experience.
Sooner or later, disruption occurs in almost every sphere of human activity. While the radical upending of long-established norms and conventions is not always a positive development, oftentimes disruptive forces enable a burst of creativity and innovation that move an industry toward new levels of success and achievement.
I certainly don’t have to tell you that the 2013 holiday retail season is upon us, since you’ve probably had to plan your technology all year to handle the imminent spikes in in-store and online traffic. And, in just a couple of weeks, you’ll start planning your technology budget for 2014’s holiday season.