Forrester

Why Read This Report

While most digital channels have experienced significant innovations over the past few years, in-person self-service still focuses on the same appliance that's been around for more than three decades: the kiosk. As a result, in-person self-service experiences leave much to be desired — and in tomorrow's world, mediocre customer experiences just won't cut it. Forrester's call? Industry leaders will start to embrace a multitude of emerging technologies that will rip self-service experiences away from bland, passive kiosk boxes and hurl them into the environment and consumers' personal devices. The upshot: Consumers can look forward to more engaging and meaningful self-service interactions, which translate into improved efficiencies and margins for business.