零售業的客戶體驗的重組(2022年)

北美的零售市場，有大幅成長機會。COVID-19流行當初儘管是最困難的市場之一，這個混亂，在客服中心創新中大幅度減少許多產業在競爭上的慣性等，產生許多明亮的徵兆。

本報告提供北美的零售業的客戶體驗調查分析，成長環境和成長機會相關的資訊。

目錄

變化的零售業客服中心的形勢概要

• 零售顧客關懷產業的現狀(2010年～2022年)
• 零售顧客關懷產業的預測(2021年～2025年)
• 定義

策略性必要條件

• 成長為何日益變得困難？
• The Strategic Imperative 8(TM)
• 前三名策略性必要條件對北美的零售市場的影響
• 成長機會Growth Pipeline 促進Engine(TM)

成長環境

• 零售業客服中心的成長環境
• 零售業的數位轉型
• 對組織來說，下1年間的商務目標有多重要？
• 永續和企業的社會責任
• 商務流程的自動化
• 數位貿易的推動
• 客戶體驗的提高
• 加速革新的步調
• 數位貿易計劃
• 客戶體驗管理計劃
• 讓客戶停留
• 填補訊息差距

企業的使用案例

• 零售解決方案供應商範例:Talkdesk
• Talkdesk零售體驗雲端

成長機會宇宙

• 成長機會1:訊息差距的解除
• 成長機會2:永續性和循環經濟
• 成長機會3:超級個性化

下一步

Growth Opportunities Reshaping the North American Retail Market

The retail market for customer care offers significant growth opportunities. Despite being one of the most challenged markets at the start of the COVID-19 pandemic, the disruption created many silver linings, such as significantly reducing the competitive inertia many industries had in contact center innovation. Beyond navigating issues such as contactless delivery, or simply sprucing up eCommerce, retail establishments had to innovate or stagnate. In many cases, this meant going out of business.

In late 2020 and throughout 2021, Frost & Sullivan conducted numerous studies on digital transformation across industries and the impact of COVID-19 on businesses and the contact center. "The Changing State of Retail Customer Care: Growth Opportunities Arise in the Dynamic North American Retail Market" was published in December of 2021. Now, Frost & Sullivan offers this follow-on report, which incorporates data from primary and secondary sources.

Digital transformation was a central component of Frost & Sullivan's 2021 "The Changing State of Retail Customer Care" report and remains core in 2022. Digital transformation and AI applications were well underway pre-COVID-19, and they continue to have a deep impact. This trend fits well with consumer predilection for self-service options, researching, and getting feedback on goods and services before they engage with a business-and wanting that information to flow seamlessly as they move from an online experience to an in-person experience. Retail has entered the era of phygital experiences for consumers who move fluidly between online and in-person interactions.

This report details additional examples of retail transformation that include (but are not limited to) the following:

• Adding new customer interaction channels, including short message service (SMS) and social messaging (Facebook, Twitter, LINE, WhatsApp, Instagram)

• Adding AI to maturing channels, such as chat and email

• Adding conversational AI to self-service channels, including bots, IVR, and IVAs

• Enhancing proactive outbound contact with additional capabilities (voice and SMS)

• Extending proactive and interactive customer contact two-way, from the contact center to brick-and-mortar retail establishments

• Integrating knowledge management systems (KMS) to enhance self-service channels and back-up agents when self-service is not enough

• Infusing newer technologies into the retail environment, including smart mirrors and smart shelves in-store as well as interactive mobile apps with conversational AI and knowledge management (KM)

• Adopting advanced analytics for increased personalization and customization, customer sentiment, preference management

The report concludes with a discussion of 3 actionable growth opportunities that industry participants must consider when strategizing ways to deliver a competitive retail customer experience.

Table of Contents

The Changing Retail Contact Center Landscape Summary

• State of the Retail Customer Care Industry: 2010-2022
• Moving Forward: The State of Retail Customer Care 2021-2025
• Moving Forward: The State of Retail Customer Care 2021-2025 (continued)
• Definitions

Strategic Imperatives

• Why Is It Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top 3 Strategic Imperatives on the North American Retail Market
• Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Environment

• Retail Contact Center Growth Environment
• Digital Transformation in Retail
• How Important is Each of the Following Business Goals for Your Organization Over the Next Year?: Summary-Top 2 Choices
• Sustainability and Corporate Social Responsibility
• Automating Business Processes
• Promoting Digital Commerce
• Improving Customer Experience
• Accelerating the Pace of Innovation
• Digital Commerce Plans
• Customer Experience Management Plans
• Get Them To Stay And They Will Pay
• Bridging the Digital Divide

Company Use Case

• Retail Solution Provider Example: Talkdesk
• Talkdesk Retail Experience Cloud

Growth Opportunity Universe

• Growth Opportunity 1: Bridging the Digital Divide
• Growth Opportunity 1: Bridging the Digital Divide (continued)
• Growth Opportunity 2: Sustainability and Circular Economy
• Growth Opportunity 2: Sustainability and Circular Economy (continued)
• Growth Opportunity 3: Hyper-personalization
• Growth Opportunity 3: Hyper-personalization (continued)

Next Steps

• Your Next Steps
• Why Frost, Why Now?
• List of Exhibits
• Legal Disclaimer