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Five Technologies To Transform Customer Service By 2021
June 28, 2016

Forrester believes that leveraging emerging technologies to deliver premium customer service experiences will significantly drive competitive differentiation over the next five years. With that in mind, companies need to start planning now for tomorrow’s technologies when thinking about their customer service strategy.

A new report, “Plan Now for Customer Service In 2021,” details the technologies that will transform customer care over the next five years. Here is a brief overview:

  • Two-way video will bring customers closer to customer service staff.
  • Augmented and virtual reality will bridge the physical and digital customer service worlds.
  • Virtual assistants will carry on seamless customer service conversations.
  • Messaging will become a customer service workhorse.
  • Connected devices will trigger more relationship-driven service.

Click here for more information, and contact us if you'd like a copy of this report.

About Forrester

Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 500,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.


Jenna Vassallo
Marketing Manager
Forrester Research, Inc.

Tel. 617-613-5746



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