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市場調査レポート

欧州・北米の小売・消費財産業における顧客エンゲージメント

Customer Engagement in Retail and Consumer in Europe and North America

発行 Frost & Sullivan 商品コード 321869
出版日 ページ情報 英文 112 Pages
納期: 即日から翌営業日
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本日の銀行送金レート: 1USD=105.42円で換算しております。
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欧州・北米の小売・消費財産業における顧客エンゲージメント Customer Engagement in Retail and Consumer in Europe and North America
出版日: 2014年12月23日 ページ情報: 英文 112 Pages
概要

当レポートでは、欧州・北米の小売・消費財産業における顧客エンゲージメントについて調査分析し、顧客コンタクト戦略、実現技術、サービスにおける現在/将来の導入について検証して、体系的な情報を提供しています。

第1章 調査背景・目的・手法

第2章 エグゼクティブサマリー

第3章 顧客インタラクションチャネル

  • 小売・消費財産業における現在/将来の顧客インタラクションチャネル
  • 小売・消費財産業における現在の顧客インタラクションチャネル
  • 小売・消費財産業における将来の顧客インタラクションチャネル

第4章 すべての顧客コンタクトチャネルの統合

  • 小売・消費財産業における現在/将来のコンタクトチャネルの統合
  • 小売・消費財産業における現在のコンタクトセンターの統合
  • 小売・消費財産業における将来のコンタクトセンターの統合

第5章 自動化の普及

  • 小売・消費財産業における現在/将来の完全自動化の普及

第6章 音声自動応答(IVR)インタラクションにおける音声認識の普及

  • 小売・消費財産業における現在/将来の音声認識対応IVRインタラクションの普及

第7章 将来のアウトバウンド顧客インタラクション

  • 小売・消費財産業におけるアウトバウンド顧客インタラクションの変化予測
  • 小売・消費財産業におけるPCC向けアウトバウンド顧客インタラクションの変化予測
  • 小売・消費財産業における営業向けアウトバウンド顧客インタラクションの変化予測
  • 小売・消費財産業におけるコレクション向けアウトバウンド顧客インタラクションの変化予測

第8章 ソーシャルメディア顧客コンタクト戦略

  • 小売・消費財産業における現在/将来のソーシャルメディア顧客コンタクト戦略の能力
  • 小売・消費財産業における現在のソーシャルメディア顧客コンタクト戦略の能力
  • 小売・消費財産業における将来のソーシャルメディア顧客コンタクト戦略の能力

第9章 モバイル顧客コンタクト戦略

  • 小売・消費財産業における現在/将来のモバイル顧客コンタクト戦略の能力
  • 小売・消費財産業における現在のモバイル顧客コンタクト戦略の能力
  • 小売・消費財産業における将来のモバイル顧客コンタクト戦略の能力

第10章 マルチチャネル顧客コンタクトセンター目標の達成に対する潜在的な抑制要因

  • 小売・消費財産業における潜在的な抑制要因

第11章 システム/アプリケーションの普及

  • 小売・消費財産業における現在/将来のシステム/アプリケーションの普及
  • 小売・消費財産業における現在のシステム/アプリケーションの普及
  • 小売・消費財産業における将来のシステム/アプリケーションの普及

第12章 エージェント業績最適化(APO)ベンダーの数

  • 小売・消費財産業における現在/将来のAPOベンダーの数

第13章 APOアプリケーションの統合

  • 小売・消費財産業における現在/将来のAPOアプリケーションの統合
  • 小売・消費財産業における現在のAPOアプリケーションとマルチチャネルアプリケーションの統合
  • 小売・消費財産業における将来のAPOアプリケーションとマルチチャネルアプリケーションの統合

第14章 APOアプリケーションの主要な使用事例

第15章 顧客の洞察力の活用に対する抑制要因

第16章 現在のホステッド/クラウドソリューションの使用

第17章 ホステッド/クラウドソリューションへの移行を決定する重要要因

第18章 ホステッド/クラウドコンタクトセンターアプリケーション

第19章 ホステッド/クラウドコンタクトセンターベンダー

第20章 ホステッド/クラウドコンタクトセンターソリューションに対する抑制要因

第21章 顧客サービス機能のアウトソーシング

第22章 顧客コンタクトチャネルのアウトソーシング

第23章 一貫性のあるシームレスな顧客経験の優先順位

第24章 コンタクトセンターの席数/エージェント

第25章 アウトソーシングの立地

第26章 アウトソーサーの数

第27章 アウトソーサー選択の重要要因

第28章 アウトソーサー利用の抑制要因

第29章 主な調査結果

第30章 Frost & Sullivanについて

目次
Product Code: NE50-76

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.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Methodology
  • 2. Overall Firmagraphic Details
  • 3. Research Background and Objectives

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary
  • 2. Executive Summary (continued)
  • 3. Executive Summary (continued)
  • 4. Executive Summary (continued)
  • 5. Executive Summary (continued)
  • 6. Executive Summary (continued)
  • 7. Executive Summary (continued)

3. CUSTOMER INTERACTION CHANNELS

Customer Interaction Channels

  • 1. Current versus Future Customer Interaction Channels in the Retail and Consumer Vertical
  • 2. Current Customer Interaction Channels in the Retail and Consumer Vertical
  • 3. Future Customer Interaction Channels in the Retail and Consumer Vertical

4. INTEGRATION ACROSS ALL CUSTOMER CONTACT CHANNELS

Integration across All Customer Contact Channels

  • 1. Current and Future Integration of Contact Channels in the Retail and Consumer Vertical
  • 2. Current Integration of Contact Centers in the Retail and Consumer Vertical
  • 3. Future Integration of Contact Centers in the Retail and Consumer Vertical

5. PREVALENCE OF AUTOMATION

Prevalence of Automation

  • 1. Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical
  • 2. Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical (continued)

6. PREVALENCE OF SPEECH RECOGNITION IN INTERACTIVE VOICE RESPONSE INTERACTIONS

Prevalence of Speech Recognition in Interactive Voice Response Interactions

  • 1. Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical
  • 2. Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical (Continued)

7. THE FUTURE OF OUTBOUND CUSTOMER INTERACTIONS

The Future of Outbound Customer Interactions

  • 1. Expected Changes of Outbound Customer Interactions in the Retail and Consumer Vertical
  • 2. Expected Changes of Outbound Customer Interactions for PCC in the Retail and Consumer Vertical
  • 3. Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Retail/Consumer Vertical
  • 4. Expected Changes of Outbound Customer Interactions for Collections in the Retail and Consumer Vertical

8. SOCIAL MEDIA CUSTOMER CONTACT STRATEGY

Social Media Customer Contact Strategy

  • 1. Current and Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical
  • 2. Current Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical
  • 3. Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical

9. MOBILE CUSTOMER CONTACT STRATEGY

Mobile Customer Contact Strategy

  • 1. Current and Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical
  • 2. Current Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical
  • 3. Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical

10. POTENTIAL RESTRAINTS TO ACHIEVING MULTICHANNEL CUSTOMER CONTACT CENTER GOALS

Potential Restraints to Achieving Multichannel Customer Contact Center Goals

  • 1. Potential Restraints in the Retail and Consumer Vertical

11. PREVALENCE OF SYSTEMS AND APPLICATIONS

Prevalence of Systems and Applications

  • 1. Current versus Future Prevalence of Systems/ Applications in the Retail and Consumer Vertical
  • 2. Current Prevalence of Systems/Applications in the Retail and Consumer Vertical
  • 3. Future Prevalence of Systems/Applications in the Retail and Consumer Vertical

12. NUMBER OF AGENT PERFORMANCE OPTIMIZATION VENDORS SOURCED

Number of Agent Performance Optimization Vendors Sourced

  • 1. Current and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical
  • 2. Current and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical (continued)

13. INTEGRATION OF AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Integration of Agent Performance Optimization Applications

  • 1. Current and Future Integration of APO Applications in the Retail and Consumer Vertical
  • 2. Current Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical
  • 3. Future Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical

14. PRIMARY USE CASES FOR AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Primary Use Cases for Agent Performance Optimization Applications

  • 1. Using APO Applications in the Retail and Consumer Vertical
  • 2. Leveraging APO Tools in Other Departments in the Retail and Consumer Vertical

15. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

Restraints to Leveraging Customer Insights

  • 1. Restraints to Leveraging Customer Insights in the Retail and Consumer Vertical

16. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

Current Use of Hosted/Cloud Solutions

  • 1. Current Use of Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical

17. IMPORTANT FACTORS IN THE DECISION TO MOVE TO HOSTED/CLOUD SOLUTIONS

Important Factors in the Decision to Move to Hosted/Cloud Solutions

  • 1. Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Retail and Consumer Vertical

18. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Hosted/Cloud Contact Center Applications

  • 1. Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Retail and Consumer Vertical
  • 2. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in the Retail and Consumer Vertical

19. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors

  • 1. Number of Vendors Sourced in the Retail and Consumer Vertical
  • 2. Current and Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical
  • 3. Current Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical
  • 4. Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical

20. RESTRAINTS TO MOVING TO HOSTED/CLOUD CONTACTCENTER SOLUTIONS

Restraints to Moving to Hosted/Cloud ContactCenter Solutions

  • 1. Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical

21. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Functions Outsourced

  • 1. Customer Care Outsourcing Adoption in the Retail and Consumer Vertical
  • 2. Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Retail and Consumer Vertical
  • 3. Currently Outsourced Customer Care Functions in the Retail and Consumer Vertical
  • 4. Customer Care Functions Planned to be Outsourced in the Retail and Consumer Vertical

22. OUTSOURCING CUSTOMER CONTACT CHANNELS

Outsourcing Customer Contact Channels

  • 1. Contact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Retail/Consumer Vertical
  • 2. Contact Channels/Interactions Currently Handled by Outsourcers in the Retail and Consumer Vertical
  • 3. Contact Channels/Interactions Planned to be Handled by Outsourcers in the Retail and Consumer Vertical

23. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

Priority of Consistent and Seamless Customer Experiences

  • 1. Current/Future Priority to Deliver Consistent and Seamless Customer Experiences in the Retail/Consumer Vertical
  • 2. Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Retail/Consumer Vertical
  • 3. Expected Level of Priority to Deliver onsistent/Seamless Customer Experience in the Retail/Consumer Vertical

24. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Outsourced Contact Center Seats/Agents

  • 1. Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail and Consumer Vertical
  • 2. Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail/Consumer Vertical (continued)

25. OUTSOURCING LOCATIONS

Outsourcing Locations

  • 1. Locations of Current and Expected Outsourcing in the Retail and Consumer Vertical
  • 2. Locations of Currently Outsourced Contact Centers in the Retail and Consumer Vertical
  • 3. Locations of Contact Centers Planned to be Outsourced in the Retail and Consumer Vertical

26. NUMBER OF OUTSOURCERS USED

Number of Outsourcers Used

  • 1. Average Number of Outsourcers Currently Used and Planned to be Used in the Retail and Consumer Vertical

27. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Important Factors in Outsourcer Selection

  • 1. Current and Future Outsourcer Selection Considerations in the Retail and Consumer Vertical
  • 2. Important Factors in the Decision to Use Outsourcers Currently in the Retail and Consumer Vertical
  • 3. Important Factors in the Decision to Use Outsourcers in the Future in the Retail and Consumer Vertical

28. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers

  • 1. Restraints to Using a Third-party Provider in the Retail and Consumer Vertical

29. KEY TAKEAWAYS

Key Takeaways

  • 1. Key Takeaways

30. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition-Future of Your Company & Career
  • 3. North America and Europe Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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