Self-service solution investment by North American retailers, hospitality operators, and health care providers exceeded $2.8 billion in 2008 and is expected to grow 15.3% annually through 2013, according to VDC Research Group's recently published Self-Service and Customer Interaction Management Solutions (SS/CIM). 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 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. According to Auto ID & Transaction Automation Analyst Rory Gardner, "The most successful self-service solutions will continue to be centered on a multi-dimensional value proposition that includes an emphasis on cost management, enhancement of the stakeholder experience, and corporate branding. This is in addition to the basic performance attributes of these solutions that include: ease of use, reliability and security."
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