零售业的客户体验的重组(2022年)

北美的零售市场，有大幅成长机会。COVID-19流行当初儘管是最困难的市场之一，这个混乱，在客服中心创新中大幅度减少许多产业在竞争上的惯性等，产生许多明亮的征兆。

本报告提供北美的零售业的客户体验调查分析，成长环境和成长机会相关的资讯。

目录

变化的零售业客服中心的形势概要

• 零售顾客关怀产业的现状(2010年～2022年)
• 零售顾客关怀产业的预测(2021年～2025年)
• 定义

策略性必要条件

• 成长为何日益变得困难？
• The Strategic Imperative 8(TM)
• 前三名策略性必要条件对北美的零售市场的影响
• 成长机会Growth Pipeline 促进Engine(TM)

成长环境

• 零售业客服中心的成长环境
• 零售业的数位转型
• 对组织来说，下1年间的商务目标有多重要？
• 永续和企业的社会责任
• 商务流程的自动化
• 数位贸易的推动
• 客户体验的提高
• 加速革新的步调
• 数位贸易计划
• 客户体验管理计划
• 让客户停留
• 填补讯息差距

企业的使用案例

• 零售解决方案供应商范例:Talkdesk
• Talkdesk零售体验云端

成长机会宇宙

• 成长机会1:讯息差距的解除
• 成长机会2:永续性和循环经济
• 成长机会3:超级个性化

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