Meredith Cain says, “Let’s take trip back to 1989. One of the big movies of that year was “Back to the Future: Part II.” One of the great things about that movie was its view of the future—or, because so much has time has passed since the film was released, its view of what our present should be like. In the film, Marty McFly and Doc Brown time traveled to October 21, 2015 and had the opportunity observe potential technologies and experiences of the future. What they saw seems both supremely silly and surprisingly prescient: video conferencing, holograms, augmented reality (AR) and virtual reality (VR). Sure, we don’t all use AR and VR every day, but it is becoming clearer that we soon will.

In Forrester’s new report “Plan Now For Customer Service in 2021,” we assess and evaluate five developing customer service technologies according to their potential impact on the customer service experience in the year 2021”.

Let’s go back to the future–it is time to start planning now for customer service in 2021

Forrester

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