Brazil Omnichannel Strategies, Forecast to 2021

Local Technology and Innovative Approaches to Reduce Costs, Increase Productivity and Retain Customers as Market Readies for Take-off

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This market insight presents an analysis of the current status of omnichannel strategy adoptions in Brazil, as well as selected successful business cases. It also provides a general view of how companies in Brazil are facing the omnichannel reality; an overview of Brazilian consumer behavior and its impact on interactions with companies; market drivers and restraints, trends, and analysis; growth opportunities; and key takeaways. Detailed insights and analysis of initiatives taken by telecommunications and financial industries is also presented, as is a comparison of Brazilian banks' smartphone app adoption.

Table of Contents

Brazil Omnichannel Strategies, Forecast to 2021Executive SummaryKey FindingsMarket Overview and DefinitionsDefinitionsDefinitions (continued)Definitions (continued)Market Overview—GenerationsMarket Overview—Generations Y and ZMarket Overview—The Impact of Generations Y and Z on Customer BehaviorMarket Overview—Brazilians Go MobileMarket Overview—Brazilians Get ConnectedMarket Overview—Brazilians Go SocialDrivers and RestraintsMarket DriversDrivers ExplainedDrivers Explained (continued)Drivers Explained (continued)Market RestraintsRestraints ExplainedRestraints Explained (continued)Restraints Explained (continued)Market Trends and AnalysisBrazilian Customer Contact Market AnalysisTelcos Are Starting to Pick Up the PaceTelcos Are Starting to Pick Up the Pace (continued)Banks Also Are Picking Up the PaceBanks Also Are Picking Up the Pace (continued)Brazilian Banks’ Smartphone AppsNeed for Full-Suite Omnichannel StrategiesFor Assisted Service, Traditional Channels Still Win OutThe Importance of Customer Service in BrazilThe Importance of Customer Service in Brazil (continued)Success Business CasesBusiness Case—Atento & Banking and Financial Services Company Business Case—Atento & Banking and Financial Services Company (continued) Business Case—Atento & Banking and Financial Services Company (continued) Business Case—Genesys and Banco ItaúThe Last WordGrowth OpportunitiesKey TakeawaysLegal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & Career360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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