Industries

Delivering the best CX possible was the overall theme of the Customer Contact East Executive MindXchange event, held from April 23 to 26, 2023, in Fort Lauderdale, Florida. Great CX is a critical factor for business growth, as organizations that accomplish it can create competitive differentiation and grow sales as a result. Customer contact center...

The data center colocation market has seen significant growth in recent years, driven by the rising demand for data storage and processing capabilities. Colocation providers offer enterprises a cost-effective way to outsource their IT infrastructure by providing physical space, power, cooling, and network connectivity to house their servers and oth...

VoE is the voice of the employee that is collected and analyzed systematically using a VoE analytics tool. Businesses use VoE tools to collect employee ideas, grievances, suggestions, and requirements about the workplace to measure employee experience (EX) and engagement. VoE data and insights are used to boost EX to increase employee retention, en...

Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the internet) where either a vendor or a service provider hosts the platform and provides its functionalities, applications, and features as a service to end users. The customer pays a use-based fee for the service to the vendor or service provider (includi...

The SSE market is growing dramatically, but that growth will slow in the next few years. Expect continued year-over-year (YoY) growth above 25% for at least the next three years. Two mad rushes drive that growth: large enterprises pursuing secure cloud transformation to move from legacy hardware to a cloud ZTA, and medium enterprises upgrading from...

The recent introduction of ChatGPT from artificial intelligence (AI) firm OpenAI has captured the imagination of the world and moved AI further into mainstream conversation. ChatGPT is “humanizing” AI in a way that has not been experienced before, generating impressive content from relatively simple requests (or prompts) written in natural language...

Insurtech risk assessment and analytics has grown because of the digitization of the insurance industry and the demand for online insurance products and secure data management. Companies in this segment leverage artificial intelligence (AI), machine learning (ML), and big data analytics to provide insurers with more accurate and actionable risk...

The COVID-19 pandemic prompted a seismic shift across every industry and region—cybersecurity was no exception. The rapid and widespread adoption of remote working, migration to the cloud, acceleration of digital transformation (DT) efforts, and the ever-evolving nature of threats have resulted in significant challenges for chief information securi...

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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Key Benefits

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...