This document traces the evolution of customer care from the invention of the telephone in 1876 to future developments in 2020 and beyond. It outlines major milestones like the introduction of call centers in the 1960s, IVR systems in the 1970s, outsourcing in the 1990s, and the rise of email, chat, and social media channels starting in the late 1990s. The document predicts future trends like increased use of video calls, integration of customer data across channels, social media playing a larger role in physical customer interactions, and the death of standalone IVR systems as customer care moves to an omnichannel model.