Table of Content

The Changing Retail Contact Center Landscape
Strategic Objectives of this Study
Retail Recap: State of the Retail Customer Care Industry: 2010–2022
Moving Forward: The State of Retail Customer Care: 2023–2027
Moving Forward: The State of Retail Customer Care: 2023–2027 (continued)
Definitions
Strategic Imperatives
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on the North American Retail Contact Center Industry
Growth Opportunities Fuel the Growth Pipeline Engine™
Growth Environment
Top 5 Global Economic Highlights of 2022
Layoffs and Store Closures Illustrate the Shifting Retail Landscape
Retail Contact Center Growth Environment
Digital Transformation and the Infusion of AI in Retail
2023 Global Contact Center Survey Results/Methodology: Retail
Customer Research Methodology and Respondent Profile
Retail Decision Maker Feedback
Enhancing the Mobile and In-Store Digital Journey
Bridging the Retail-Digital Divide
Company Use Cases
CallMiner
CallMiner Success Story: Radial
Clickatell
Clickatell Success Stories
Growth Opportunity Universe
Growth Opportunity 1: Using AI to Maximize the Value of Data
Growth Opportunity 1: Using AI to Maximize the Value of Data (continued)
Growth Opportunity 2: Blended Approach to Service and Sales
Growth Opportunity 2: Blended Approach to Service and Sales (continued)
Growth Opportunity 3: Chat/Messaging
Growth Opportunity 3: Chat/Messaging (continued)
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