市場調查報告書
商品編碼
1130025
零售業的客戶體驗的重組(2022年)Re-imagining the Retail Customer Experience, 2022 |
北美的零售市場,有大幅成長機會。COVID-19流行當初儘管是最困難的市場之一,這個混亂,在客服中心創新中大幅度減少許多產業在競爭上的慣性等,產生許多明亮的徵兆。
本報告提供北美的零售業的客戶體驗調查分析,成長環境和成長機會相關的資訊。
Growth Opportunities Reshaping the North American Retail Market
The retail market for customer care offers significant growth opportunities. Despite being one of the most challenged markets at the start of the COVID-19 pandemic, the disruption created many silver linings, such as significantly reducing the competitive inertia many industries had in contact center innovation. Beyond navigating issues such as contactless delivery, or simply sprucing up eCommerce, retail establishments had to innovate or stagnate. In many cases, this meant going out of business.
In late 2020 and throughout 2021, Frost & Sullivan conducted numerous studies on digital transformation across industries and the impact of COVID-19 on businesses and the contact center. "The Changing State of Retail Customer Care: Growth Opportunities Arise in the Dynamic North American Retail Market" was published in December of 2021. Now, Frost & Sullivan offers this follow-on report, which incorporates data from primary and secondary sources.
Digital transformation was a central component of Frost & Sullivan's 2021 "The Changing State of Retail Customer Care" report and remains core in 2022. Digital transformation and AI applications were well underway pre-COVID-19, and they continue to have a deep impact. This trend fits well with consumer predilection for self-service options, researching, and getting feedback on goods and services before they engage with a business-and wanting that information to flow seamlessly as they move from an online experience to an in-person experience. Retail has entered the era of phygital experiences for consumers who move fluidly between online and in-person interactions.
This report details additional examples of retail transformation that include (but are not limited to) the following:
The report concludes with a discussion of 3 actionable growth opportunities that industry participants must consider when strategizing ways to deliver a competitive retail customer experience.