Market Research Report
Customer Engagement in Retail and Consumer in Europe and North America
|Published by||Frost & Sullivan||Product code||321869|
|Published||Content info||112 Pages
Delivery time: 1-2 business days
|Customer Engagement in Retail and Consumer in Europe and North America|
|Published: December 23, 2014||Content info: 112 Pages||
This publication has been discontinued on January 8, 2020.
The Current and Future Retail and Consumer Vertical
This study's 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.