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Self-Service and Customer Interaction Management Solutions: North America Market Opportunities and Requirements
VDC Research Group, Inc. , June 2009
We are pleased to announce the release of our Self-Service and Customer Interaction Management Solutions: North America Market Opportunities and Requirements. The report evaluates the current and emerging opportunities for selfservice within the North American market - specifically, customer knowledge, experiences, requirements and plans of such solutions within three vertical markets: Retail, Hospitality and Health Care.
Simply stated, this market intelligence program identifies who is currently investing in selfservice solutions, for which applications, to meet what goals, what specific products and/or services they are investing in, what is driving that investment (i.e., selection criteria), among many other topics.
This research program is comprised of several core sections. Sections and information presented are as follows:
- Market Estimates and Forecasts – a top down and bottom up approach that evaluates the SS/CIM market for each vertical.
- Enterprise End-User Analysis – a comprehensive look at enterprise end-users currently active in the three core vertical markets.
- Channel Analysis – a thorough investigation into the SS/CIM channel.
- Supplier Analysis and Vendor Profiles – a high-level analysis of the self-service delivery platform supplier community.
Leveraging information collected from more than 300 end-users, 100 channel organizations, and 25 suppliers, this market intelligence program identifies communities currently investing in self-service solutions, the specific products and/or services they are investing in, core selection criteria that are driving investments, applications that are being served, and more.
Some of our most significant findings are presented in three complimentary Executive Briefs for each of the most important markets, including:
Retail: Accounting for the majority of the SS/CIM market in 2008, retailers are reporting stable and slightly increasing budgets for SS/CIM solutions. These types of solutions - including kiosks, self-checkout solutions, and personal shopping assistants - will remain a core strategic investment over the next five years despite the economic slowdown.
Hospitality: Hospitality is poised to contract in 2009, having been heavily impacted by the current recession. Hospitality spending on SS/CIM solutions will be limited to investments in vital infrastructure, enabling technologies and new solutions with compelling ROI incentives.
Health Care: Health care has overcome many barriers to penetration like long customer adoption cycles and end-user resistance. Health care is a fast growing SS/CIM market, as providers focus on improving patient service and security.
Our multi-volume Self Service and Customer Interaction Management Solutions report is a powerful decision support tool offering a focused analysis of the market, user requirements, product specifications and competitive share. This report features three volumes: Volume 1: Retail, Volume 2: Hospitality, Volume 3: Health Care.
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Also available
Self-Service and Customer Interaction Management Solutions: North America Market Opportunities and Requirements - Vol 1 Retail
Self-Service and Customer Interaction Management Solutions: North America Market Opportunities and Requirements - Vol 2 Hospitality
Self-Service and Customer Interaction Management Solutions: North America Market Opportunities and Requirements - Vol 3 Healthcare
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