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The Changing State of Retail Customer Care
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
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