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Li-Fi and optical camera communications (OCC) are emerging light communication technologies that have gained traction in the past few years in indoor and outdoor wireless communications. Li-Fi is a networked, bi-directional wireless communication technology that uses light to transmit/receive massive amounts of data at higher speeds for short-range...

Plastic waste generation will increase in the coming years in China, mainly due to the fast development of the Chinese economy and progressing urbanization, posing significant environmental concern. Therefore, the incorporation of sustainable approach to manage plastic waste becomes critical. In 2018, China came out with plastic wastes ban to focus...

Data strings from vehicles, machines, products, and facilities are generated to alert users of asset operating conditions. Data is created to notify users of asset location and condition and if something is about to go wrong. This data is churned out constantly, and organizations that acknowledge and find ways to monetize it can become market lea...

The Southeast Asia (SEA) facility management (FM) market is growing, supported by the high construction and renovation activity in the region due to the rapid urbanization and the expansion of smart buildings. The adoption of advanced technologies in building services is also witnessing rapid growth. In addition, government regulations for energy e...

Traditionally, business process management (BPM) or business process outsourcing (BPO) services were implemented as a cost-optimization concept based on labor arbitrage. However, BPM services have evolved and encompass core and noncore operations. Today, they permeate the entire business process value chain and address a wide variety of business ob...

Organizations across the board realize the significance of delivering excellent customer service as a competitive differentiator. Customer experience (CX) outsourcing services play an increasingly vital role in building a robust end-to-end customer journey as customer-centricity takes center stage. Providing contextual, proactive, seamless, and per...

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...

In 2013-14, PSA ended its joint venture with General Motors. Thereafter, the aim was to improve operating margins and revenue by 2015-16, and PSA was 'Back in the Race'. It achieved margins above and beyond the targets it had set for itself and chalked out a strategy for the next 6 years called 'Push to Pass'. Push to Pass’ goal was to ride the w...

The global CX outsourcing services market is expected to expand throughout the forecast period due to the growing recognition of CX as a key competitive differentiator and compelling incentives for businesses to outsource their CX activities. The market is poised to experience moderate disruption due to the emergence of generative AI technology,...