NATICK, Mass. — Self-service solution investment by North American retailers, hospitality operators, and healthcare providers exceeded $2.8 billion in 2008 and is expected to grow 15.3 percent annually through 2013, according to VDC Research Group’s recently published “Self-Service and Customer Interaction Management Solutions: North American Market Opportunities and Requirements.” The report evaluates the current and emerging opportunities for self-service within the North American market. While North American enterprises are becoming increasingly cautious regarding their adoption and investment in most IT categories, spending on SS/CIM solutions is expected to be stable for the next 6-18 months and grow rapidly soon thereafter.
Across all three vertical markets, enterprises are finding themselves subject to overwhelming pressure to improve turnover, reduce costs and enhance customer experiences. Self-service solutions are being deployed for their unique ability to support all three goals with a one-point solution.
The value propositions associated with self-service solutions are cementing these technologies as one area that enterprises will continue to evaluate and invest in over the next few years.
“The most successful self-service solutions will continue to be centered on a multidimensional value proposition that includes an emphasis on cost management, enhancement of the stakeholder experience and corporate branding,” said auto ID and transaction automation analyst Rory Gardner. “This is in addition to the basic performance attributes of these solutions that include ease of use, reliability and security.”
