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.
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