Customer Engagement in Retail and Consumer in Europe and North America

The Current and Future Retail and Consumer Vertical

  • Research Code : NE50-01-00-00-00
  • SKU : IT00738-NA-CR_02021
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  • Release Date : 23-Dec-2014
  • Region : North America
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This studys objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the retail and consumer vertical. About 55% of North American and European contact centers are mostly integrated, with full integration expected to reach 55% in 2016. About 46% of customer interactions are fully automated. Email (27%) is preferred over LiveAgent voice (20%), and Web self-service trails at 11%. Mobile apps and social media will increase, while IVR and video will remain virtually unchanged. Personalized marketing is expected to grow by 18% by 2016. The systems/applications that show the most growth are Web collaboration tools and Web interaction analytics.

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