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Local Technology and Innovative Approaches to Reduce Costs, Increase Productivity and Retain Customers as Market Readies for Take-off
04-May-2016
Latin America
Market Research
9AC4-00-08-00-00
IT3040-LA-MR_18459
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.
Key Findings
Definitions
Definitions (continued)
Definitions (continued)
Market Overview—Generations
Market Overview—Generations Y and Z
Market Overview—The Impact of Generations Y and Z on Customer Behavior
Market Overview—Brazilians Go Mobile
Market Overview—Brazilians Get Connected
Market Overview—Brazilians Go Social
Market Drivers
Drivers Explained
Drivers Explained (continued)
Drivers Explained (continued)
Market Restraints
Restraints Explained
Restraints Explained (continued)
Restraints Explained (continued)
Brazilian Customer Contact Market Analysis
Telcos Are Starting to Pick Up the Pace
Telcos Are Starting to Pick Up the Pace (continued)
Banks Also Are Picking Up the Pace
Banks Also Are Picking Up the Pace (continued)
Brazilian Banks’ Smartphone Apps
Need for Full-Suite Omnichannel Strategies
For Assisted Service, Traditional Channels Still Win Out
The Importance of Customer Service in Brazil
The Importance of Customer Service in Brazil (continued)
Business 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 Itaú
Growth Opportunities
Key Takeaways
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Maiara Munhoz |
| Industries | Information Technology |
| WIP Number | 9AC4-00-08-00-00 |
| Is Prebook | No |
Brazil Omnichannel Strategies, Forecast to 2021
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