非接触型サービスの世界市場：成長機会

顧客体験の向上は、もはや企業が取り上げるマーケティング戦略ではなく、ポストCOVID時代における義務であります。企業やブランドは、ユーザーに仮想化された体験を提供し、人間と人間が明確に関わり合うことなく、さまざまなタッチポイントをシームレスにナビゲートできるような戦略を取ることがより重要になります。

2030年には世界人口の約60%が都市部に居住し、国民6人のうち2人が60歳以上になると予想されています。このことは、既存の医療インフラでは需要の増加に対応できない可能性があることを示唆しており、AI、ビッグデータ、ML、NLP、遠隔、医療などの先進技術による医療分野の自動化への投資が急増している可能性があります。

当レポートでは、世界の非接触型サービス市場について調査分析し、戦略的必須要件、戦略的背景、業界の展望、技術的な視点、トレンドの影響分析等に関する情報を提供しています。

目次

戦略的必須要件

• 成長を促進することがますます困難になっているのはなぜか？
• 戦略的必須要件 8（TM）
• メガトレンドユニバース：概要
• 成長機会がGrowth Pipeline Engine (TM)を促進

エグゼクティブダッシュボード

• メガトレンドユニバース：非接触型サービス
• 主な調査結果
• 将来の成功に不可欠な成長機会

戦略的背景

• トレンド機会の概要
• 非接触型カスタマージャーニー：概要
• 非接触型カスタマーエクスペリエンス（CX）：「何？」
• 非接触型カスタマーエクスペリエンス（CX）：消費者の視点
• 非接触型サービスの成功要因：「方法」
• 主なトレンド機会レバー
• 非接触型サービスの採用を妨げる課題
• 地域性
• トレンド機会：魅力分析

非接触型サービスの未来：業界の展望

• 非接触型サービスは主要産業を変革しています
• 非接触型サービス：小売
• 非接触型サービス：ホスピタリティ
• 非接触型サービス：自動車
• 非接触型サービス：ヘルスケア
• 非接触型サービス：旅行と観光
• 非接触型サービス：教育

非接触型サービスの未来：技術的な視点

• 非接触型体験を形作る革新的な技術
• 自律配信
• 非接触型決済
• 生体認証
• ノータッチタッチスクリーン
• AR/VR技術
• 音声技術

トレンドの影響分析

• トレンド機会の影響と確実性分析
• トレンド機会マトリックス：トレンドイノベーションインデックス
• イノベーション魅力スコア
• トレンド機会マトリックス：トレンド成長指数
• 成長魅力スコア
• BEETSの意味

成長機会ユニバース

• 成長機会1：低額決済の現金に代わるデジタルマイクロペイメントソリューション
• 成長機会1
• 成長機会2： オフィスにおける非接触型ソリューションの需要を喚起するスマートワークプレイス
• 成長機会3：医療施設での直接の患者訪問の必要性を減らすための遠隔医療ソリューション
• 成長のための重要な成功要因
• 結論：今後の方向性

付録

• メガトレンドユニバース

次のステップ

• 企業の成長ゾーンを特定
• 次のステップ
• Growth Pipeline Model TMについて
• 図表リスト
• 免責事項

Post-pandemic Transformative Consumer Behavior Will Lead to Innovative Business Models

The severity of the COVID-19 pandemic and its impact has transcended all aspects of our day-to-day lives, and it is difficult the fathom the challenges faced by various business verticals. To reverse the apprehensions instilled in people's minds with regard to personal hygiene and safety and return to the pre-pandemic stage of stability, businesses across all industries have realized the need to incorporate contactless/no-touch solutions in existing operating models.

The change triggered by the pandemic is tangible, and it can be felt across all consumer cohorts. Traditional brick-and-mortar store operators are gradually moving to the omnichannel model of operations to retain their consumer base and allow customers to make their purchases without having to visit the store physically.

An Enhanced Customer Experience is no longer a marketing strategy taken up by businesses but a mandate in the post-COVID era. This makes it all the more important for businesses and brands to take up a strategy that provides users with a virtualized experience and helps them seamlessly navigate various touchpoints without having to explicitly engage in human-human interactions.

In addition, the demographic shift will act as a catalyst in this transition. For example, GenZs and Millenials are digital natives, and they are expected to emerge as the largest consumer cohort and overpower the impact of any other consumer segment. Furthermore, being driven by the pandemic, businesses will be keen to provide this tech-savvy generation with futuristic consumer experiences.

Approximately 60% of the global population is expected to dwell in urban areas by 2030, and out of every 6 citizens, 2 will be 60+ years. This implies that the existing healthcare infrastructure may not be able to cater to the rising demand, which could prompt a steep rise in investment in the automation of the healthcare sector through advanced technologies such as AI, Big Data, ML, NLP, and telehealth.

Research Scope:

This Frost & Sullivan study offers an overview of global contactless services growth opportunities, and the focus is on the increased adoption of no-touch digital solutions that will lead to a contactless society or a no-touch society. The study also provides a brief narrative of various industries' move to a virtual space of operation and their effective minimization of human-human interactions.

Key Issues Addressed:

• Which important segments enable contactless services?

• Which disruptive technologies facilitate contactless services?

• What are the key performance indicators for businesses (post deployment of no-touch solutions)?

• What are the critical success factors for growth for governments and companies seeking to enter this space?

Table of Contents

Strategic Imperative

• Why is Growth Becoming Increasingly Difficult to Achieve?
• The Strategic Imperative 8™
• Our Mega Trend Universe-An Overview
• Growth Opportunities Fuel the Growth Pipeline Engine™

Executive Dashboard

• Our Mega Trend Universe-Contactless Services
• Key Findings
• Growth Opportunities Critical to Future Success

Strategic Context

• Trend Opportunity Overview
• The Contactless Customer Journey-An Overview
• The Contactless Customer Experience (CX)-The 'What'
• The Contactless Customer Experience (CX)-A Consumer's Perspective
• Success Factors for Contactless Services-The 'How'
• Key Trend Opportunity Levers
• Challenges Hindering the Adoption of Contactless Services
• Regional Implications
• Trend Opportunity-Attractiveness Analysis

Future of Contactless Services- An Industry Perspective

• Contactless Services are Transforming Key Industries
• Contactless Services-Retail
• Contactless Services-Hospitality
• Contactless Services-Automotive
• Contactless Services-Healthcare
• Contactless Services-Travel and Tourism
• Contactless Services-Education

Future of Contactless Services-A Technology Perspective

• Disruptive Technologies Shaping the Contactless Experience
• Autonomous Delivery
• Contactless Payments
• Biometrics
• No-touch Touchscreens
• AR/VR Technology
• Voice Technology

Trend Impact Analysis

• Trend Opportunity Impact and Certainty Analysis
• Trend Opportunity Impact and Certainty Analysis (continued)
• Trend Opportunity Matrix-Trend Innovation Index
• Innovation Attractiveness Score
• Trend Opportunity Matrix-Trend Growth Index
• Growth Attractiveness Score
• BEETS Implications

Growth Opportunity Universe

• Growth Opportunity 1-Digital Micro-payment Solutions to Replace Cash for Low-value Transactions
• Growth Opportunity 1
• Growth Opportunity 2-Smart Workplaces to Drive Demand for Contactless Solutions in Offices
• Growth Opportunity 2-Smart Workplaces to Drive Demand for Contactless Solutions in Offices (continued)
• Growth Opportunity 3-Telehealth Solutions to Reduce the Need for In-person Patient Visits at Healthcare Facilities
• Growth Opportunity 3-Telehealth Solutions to Reduce the Need for In-person Patient Visits at Healthcare Facilities (continued)
• Critical Success Factors for Growth
• Conclusion-The Way Forward

Appendix

• Our Mega Trend Universe
• Our Mega Trend Universe (continued)

Next Steps

• Identifying Your Company's Growth Zone
• Your Next Steps
• About The Growth Pipeline ModelTM
• List of Exhibits
• List of Exhibits (continued)
• Legal Disclaimer