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The move to the cloud and hybrid workspaces has become the business norm, with user, machine, and workload identity management requiring a cloud-native and cloud-first approach. In an increasingly complex hybrid and multi-cloud architecture environment, amid growing security concerns and increasing use cases, limitations due to certificate issuance...

10 May 2023  |  North America  |  Customer Research

Retail Contact Center Growth Opportunities in North America—2023

Successful Providers Must Bridge the Physical and Digital Realms

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Preparing for a pandemic that lifts or redescends is top of mind for retailers that must navigate increasing foot traffic in stores and in malls with a large retail footprint. To mitigate economic headwinds, customer retention is key. Malls and retailers need new ways to entice pandemic-weary customers, and retailers must find the optimal mix of di...

The molecular diagnostics industry is undergoing consolidation, requiring capital investment and faster regulatory pathways to accelerate clinical adoption. Major diagnostics and life sciences companies are acquiring proprietary testing platforms to strengthen positions in precision oncology and blood-based diagnostics. AI-enabled genomic workflow ...

The connected truck telematics industry in Mexico has been growing, primarily driven by the need to protect vehicles and cargo, reduce the total cost of ownership (TCO) for fleets, and comply with legislation. In 2024, for example, 1.51 million trucks were connected in the country, with fleet management and/or video solutions. This figure indicates...

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Latin America, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Custome...

Feature on demand (FoD) technology is emerging as a transformative trend in the passenger vehicle market due to automotive advances and changing consumer preferences. FoD allows vehicle owners to unlock and activate various features after the vehicle purchase, through either subscription fees or as a one-time payment. OEMs make various on-demand fe...

Home care digitalization continues to gain strong momentum, driven by the rapid growth of the elderly population, increasing prevalence of multi-morbidity, persistent workforce shortages, and rising cost and efficiency pressures on payers and public health systems. Population aging is not only increasing the volume of home care but also its complex...

This edition of the Cyber Security Technology Opportunity Engine (TOE) highlights breakthrough innovations across AI-driven threat detection, extended detection and response (XDR), behavioral analytics, deception technologies, and human-centric security platforms. Notable developments include GenAI agents for autonomous threat sweeping, post-quantu...

This market insight discusses Israeli unmanned aerial system (UAS) companies and their marketing of UAS and UAS-related systems worldwide. The domestic market for Israeli UASs is not included in this service because there is little to no competition in Israel for Israeli defense dollars. This market insight provides an executive summary; the serv...