These days, spending on e-commerce, customer service applications, and digital marketing is dominating technology investments as companies are focusing on acquiring and retaining customers. Expenditures on customer-facing software, hardware, and services is experiencing fastest growth. Customer-facing technology includes software or devices that a customer will interact with or experience directly. Businesses are increasing their investments in customer facing technologies to better serve their customers. As customers are becoming more comfortable interacting directly with an interface, companies are incorporating technologies in addition to a traditional advisor. Technologies today have changed consumer behavior and it has now become difficult to provide consistent experiences to customers. In such environments, customer-facing technologies create relevant and contextual digital interactions to elevate customer experience. The customer-facing technology market includes digital signage, digital kiosks, rugged tablets, mobile Point-of-Sale (mPOS), and other devices and software applications. Customer-facing technology provides increased intelligence and improved customer service through efficient processes. Customer-facing technology is enabling improved marketing, and increased sales and customer satisfaction in industries such as retail, hospitality, etc.

Companies are using customer-facing technology to control the sensory experience of their customers, gauging their behavior and incorporating ideas in their minds. Customer-facing technology engages consumers at the point of making purchase decisions which drives its demand across all brick and mortar stores. Brands track customer movement especially in retail stores, with sensor hubs and change lighting and visual formats. Companies are using customer facing technology as an effective data capture tool for marketing initiatives such as loyalty schemes and surveys. Increasing demand for digital signage and mPOS is the key growth driver of the customer-facing technology market. Demand for digital signage is increasing for digital visual merchandising, way finding, etc. Mobile Point of Sale (mPOS) devices are experiencing exponential growth in demand for expediting transactions. Mobile devices generate large amount of data; further, the emergence of IoT is also generating massive amounts of data. Enterprises are expected to focus on improving customer experience over the forecast period, turning this big data into business insights.

The global customer-facing technology market can be segmented based on type, component, end-use industry, enterprise size, and region. In terms of type, the customer-facing technology market can be classified into digital devices, transactional devices, and experiential devices. Digital devices include tablets, printers, digital signage, multimedia displays, digital kiosks, and other devices.Transactional devices segment comprises Mobile Point-of-Sale (mPOS) and order fulfillment devices. Experiential devices elevate the customer experience with Internet of Things (IoT) and headless devices. Based on component, the customer-facing technology market can be classified into hardware/devices, software/platform, and services. In terms of enterprise size, the customer-facing technology market can be bifurcated into small & medium enterprises (SMEs) and large enterprises. Based on end-use industry, the customer-facing technology market can be categorized into Banking, Financial Services, and Insurance (BFSI), retail, travel and hospitality, automotive, healthcare, and others. Retail industry is experiencing huge transformations and incorporating customer-facing technologies to improve customer experience.

Based on region, the global customer-facing technology market can be categorized into North America, Asia Pacific, Middle East & Africa, South America, and Europe. The market in Asia Pacific is fueled by the increase in adoption of technologies by a large number of small and large retailers in the region.

Key players operating in the global customer-facing technology market include Samsung Electronics Co., Ltd., Sony Corporation, LG Corporation, NEC Display Solutions, Center for Advancing Retail & Technology (CART), Panasonic Corporation, Fabcon Inc., Fujitsu Group, MobileDemand, L.C. and Diebold Nixdorf Incorporated. These players focus on the application needs of buyers and strategically develop function specific solutions. The customer-facing technology market is fragmented and established companies are focusing on enhancing their product portfolio for customer-facing technologies.

The report offers a comprehensive evaluation of the market. It does so via in-depth qualitative insights, historical data, and verifiable projections about market size. The projections featured in the report have been derived using proven research methodologies and assumptions. By doing so, the research report serves as a repository of analysis and information for every facet of the market, including but not limited to: Regional markets, technology, types, and applications.

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  • Market size
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  • Technological breakthroughs
  • Value chain and stakeholder analysis

The regional analysis covers:

  • North America (U.S. and Canada)
  • Latin America (Mexico, Brazil, Peru, Chile, and others)
  • Western Europe (Germany, U.K., France, Spain, Italy, Nordic countries, Belgium, Netherlands, and Luxembourg)
  • Eastern Europe (Poland and Russia)
  • Asia Pacific (China, India, Japan, ASEAN, Australia, and New Zealand)
  • Middle East and Africa (GCC, Southern Africa, and North Africa)

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A separate analysis of prevailing trends in the parent market, macro- and micro-economic indicators, and regulations and mandates is included under the purview of the study. By doing so, the report projects the attractiveness of each major segment over the forecast period.

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  • Market segmentation up to the second or third level
  • Historical, current, and projected size of the market from the standpoint of both value and volume
  • Reporting and evaluation of recent industry developments
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This study by TMR is all-encompassing framework of the dynamics of the market. It mainly comprises critical assessment of consumers' or customers' journeys, current and emerging avenues, and strategic framework to enable CXOs take effective decisions.

Our key underpinning is the 4-Quadrant Framework EIRS that offers detailed visualization of four elements:

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The study strives to evaluate the current and future growth prospects, untapped avenues, factors shaping their revenue potential, and demand and consumption patterns in the global market by breaking it into region-wise assessment.

The following regional segments are covered comprehensively:

  • North America
  • Asia Pacific
  • Europe
  • Latin America
  • The Middle East and Africa

The EIRS quadrant framework in the report sums up our wide spectrum of data-driven research and advisory for CXOs to help them make better decisions for their businesses and stay as leaders.

Below is a snapshot of these quadrants.

1. Customer Experience Map

The study offers an in-depth assessment of various customers’ journeys pertinent to the market and its segments. It offers various customer impressions about the products and service use. The analysis takes a closer look at their pain points and fears across various customer touchpoints. The consultation and business intelligence solutions will help interested stakeholders, including CXOs, define customer experience maps tailored to their needs. This will help them aim at boosting customer engagement with their brands.

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The various insights in the study are based on elaborate cycles of primary and secondary research the analysts engage with during the course of research. The analysts and expert advisors at TMR adopt industry-wide, quantitative customer insights tools and market projection methodologies to arrive at results, which makes them reliable. The study not just offers estimations and projections, but also an uncluttered evaluation of these figures on the market dynamics. These insights merge data-driven research framework with qualitative consultations for business owners, CXOs, policy makers, and investors. The insights will also help their customers overcome their fears.

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The findings presented in this study by TMR are an indispensable guide for meeting all business priorities, including mission-critical ones. The results when implemented have shown tangible benefits to business stakeholders and industry entities to boost their performance. The results are tailored to fit the individual strategic framework. The study also illustrates some of the recent case studies on solving various problems by companies they faced in their consolidation journey.

4. Strategic Frameworks

The study equips businesses and anyone interested in the market to frame broad strategic frameworks. This has become more important than ever, given the current uncertainty due to COVID-19. The study deliberates on consultations to overcome various such past disruptions and foresees new ones to boost the preparedness. The frameworks help businesses plan their strategic alignments for recovery from such disruptive trends. Further, analysts at TMR helps you break down the complex scenario and bring resiliency in uncertain times.

The report sheds light on various aspects and answers pertinent questions on the market. Some of the important ones are:

1. What can be the best investment choices for venturing into new product and service lines?

2. What value propositions should businesses aim at while making new research and development funding?

3. Which regulations will be most helpful for stakeholders to boost their supply chain network?

4. Which regions might see the demand maturing in certain segments in near future?

5. What are the some of the best cost optimization strategies with vendors that some well-entrenched players have gained success with?

6. Which are the key perspectives that the C-suite are leveraging to move businesses to new growth trajectory?

7. Which government regulations might challenge the status of key regional markets?

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Note: Although care has been taken to maintain the highest levels of accuracy in TMR’s reports, recent market/vendor-specific changes may take time to reflect in the analysis.

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