The "Sidestepping Mercurial Economic Headwinds to Innovate in the North American Retail Contact Center Sector" report has been added to ResearchAndMarkets.com's offering.
The 2024 Global Contact Center Survey of 758 contact center stakeholders, conducted in January 2024, finds that 91% of respondents consider sustainability "very important to crucial." Security has also risen in priority. A resounding 95% of survey respondents answer that it is "important, very important, or crucial" to increase investments in security.
Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovation because retail goods and services are often necessities in peoples' lives, not nice-to-haves as seen in the travel and hospitality sectors, for example. In some of these verticals, customers slowed down or stopped investing entirely. In contrast, the retail sector saw big swings in customer engagement, depending on channel type. Customers abandoned in-store for online shopping. In-store personnel had to accommodate new rules and regulations to keep shoppers safe.
As pandemic fears lessened, the retail sector faced poor economic conditions (slide 9), including Federal rate hikes, glimmers of a possible recession, and multiple geopolitical upheavals. Solid economic reports, a rise in the stock market, and higher employment rates offset the challenges, creating swings in consumer sentiment and purchasing behavior. These combined factors changed how the industry uses traditional consumer preferences, spending data, and forecasting models to make decisions.
The primary goals of this research are to establish the size of corporate budgets for purchasing channels, applications, and solutions in the contact center environment and to understand purchase trends. It also investigates the factors that influence product selection. The publisher surveyed decision-makers and purchase decision influencers of contact centers across business functions including chief experience officers (CXOs), managing directors, owners, senior management, and middle management, among others.
Countries include Australia/New Zealand, Brazil, Germany, India, Mexico, the Philippines, the United Kingdom, and the United States.
The 2024 Contact Center Award
- Agent Engagement: ezCater Wins the "Good Vibrations" Award
- AI & Automation: British Columbia Lottery Corporation (BCLC) - Finalist for the "Mr. Roboto" Award
Growth Opportunity Universe
- Blend the In-store and Online Experience
- Create Professional Agents
- Bolster Regulatory Compliance for AI
Key Topics Covered:
Research Objectives and Methodology
- Research Objectives and Methodology
- Respondent Profile for Total Survey
Executive Summary
- The State of Retail Customer Care: 2021-2028
- North America
Growth Opportunity Analysis
- Layoffs, Store Closures, and Shift to Value Retailing Illustrate the Shifting Retail Landscape
- Retail Contact Center Growth Environment
2024 Global Contact Center Survey Results: Retail
- Key Findings
- Retail Decision-maker Priorities
- Current and Future Channel Investment
- Self-service Improvements are Top of Mind
- Employee Training is the Top Engagement Initiative
- Retail Growth Opportunity by Type
- Restaurants
- Fashion
- Mass Merchants and Department Stores
- Grocery, Drug, and Convenience Stores
- Leaning into Sustainability
- The Importance of Increasing Security
- Trends Enabling Navigation through the Seas of Consumer Sentiment
Appendix
- Why Is It Increasingly Difficult to Grow?
- The Strategic Imperative
Best Practices Recognition
For more information about this report visit https://www.researchandmarkets.com/r/kvyfqa
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View source version on businesswire.com: https://www.businesswire.com/news/home/20240920447094/en/
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