USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Growth Opportunities Rise in the Dynamic North American Retail Market
06-Dec-2021
North America
Customer Research
K687-01-00-00-00
IT04425-NA-CR_26036
The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new technologies.
Retail contact centers became early adopters of maturing technology under the umbrella of AI (speech technologies, machine learning (ML), and natural language understanding (NLU)) for use in IVR, virtual assistants (VA), intelligent virtual assistants (IVA)s, and other channels.
The COVID-19 pandemic accelerated changes in the retail space. To remain competitive, grocers and retailers alike are now looking for new ways to provide convenience and contactless delivery while attempting to rein in costs. Businesses are also piloting new ways to create experiential retail to draw customers back in-store, emotionally connect with them, and open up new markets.
This insight looks at the changing landscape on retail customer contact before, during and after the COVID-19 pandemic and discusses growth opportunities in the retail customer care space.
Author: Nancy Jamison
The State of Retail Customer Care 2010-2020
Key Challenges in the Retail Market
Moving Forward—The State of Retail Customer Care 2021–2025
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on Retail Customer Care
Growth Opportunities Fuel the Growth Pipeline Engine™
Growth Environment
Digital Transformation in Retail
Key Business Goals All Industries
Key Business Goals Retail & Wholesale
Top Priorities for Digital Transformation Investment—Retail & Wholesale
Current Stage of Digital Transformation Strategy—All Industries
Current Stage of Digital Transformation Strategy—Retail and Wholesale
Current Stage of Digital Transformation Strategy by Segments—Retail & Wholesale
Changing Role of the Store
Changing Role of the Store (continued)
Changing Role of the Retail Contact Center
Digital Transformation Success Measurement—All Industries
Digital Transformation Success Measurement by Segments—Retail & Wholesale
COVID-19 Impact on Technology Investments
COVID-19 Impact on Digital Transformation Objectives—All Industries
COVID-19 Impact on Digital Transformation Objective—Retail & Wholesale
Key Reasons for Investing in AI—All Industries
Key Reasons for Investing in AI—Retail & Wholesale
Key Benefits of AI—All Industries
Key Benefits of AI—Retail & Wholesale
Use Case—Picnic: Company Profile
Picnic—Company Profile
Key Drivers for Investing in Communication & Collaboration—All Industries
Key Drivers for Investing in Communication & Collaboration—Retail & Wholesale
Capabilities Enhancing Frontline Workers’ Performance
Top Reasons for not Providing Apps to Employees
Top Reasons for not Providing Apps to Employees by Segments
Growth Opportunity 1—Expanded Delivery Systems
Growth Opportunity 1—Expanded Delivery Systems (continued)
Growth Opportunity 2—Wider Breadth of Connectivity Options for Retail Infrastructure
Growth Opportunity 2—Wider Breadth of Connectivity Options for Retail Infrastructure (continued)
About the Growth Pipeline EngineTM
List of Exhibits
List of Exhibits (continued)
Legal Disclaimer
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
10 Sep 2026 | Global | Market Research
From Risk to Advantage
This analyst insight examines the market forces driving AI adoption in CX management and explains why governance must evolve alongside automation. It outlines the operational and compliance risks of poorly governed AI, identifies the core pillars of effective governance, and provides a practical roa...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
02 Sep 2026 | Global | Market Research
CX Unfiltered: Industry Trends Redefining Customer Obsession
This report examines the transformation of the Customer Experience (CX) Management and Business Process Outsourcing (BPO) industry as artificial intelligence (AI), automation, and evolving enterprise expectations re-shape traditional service delivery models. Drawing on insights from Frost & Sullivan...
03 Aug 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital ...
17 Jul 2026 | Latin America | Frost Radar
Frost Radar™: Customer Experience Platforms in Latin America, 2026
Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized customer experiences. Frost & Sullivan research on this industry includes close ...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Customer Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Nancy Jamison |
| Industries | Information Technology |
| WIP Number | K687-01-00-00-00 |
| Keyword 1 | North American Retail Market |
| Keyword 2 | Changing State of Retail Customer Care |
| Keyword 3 | growth opportunities in the retail customer care space |
| Is Prebook | No |
| GPS Codes | 9705-C1,9661,9723 |
The Changing State of Retail Customer Care
$4,950.00
Special Price $3,712.50 save 25 %