McKinsey & Company research finds the integration of advanced digital, automation, and AI technologies significantly enhances customer experience at reduced costs. Companies that excel in customer experience tend to grow faster, with double the revenue growth compared to their peers. However, delivering excellent customer service traditionally involves high expenditures, due to the need for skilled personnel and extensive technical support.

Challenges in Service Function Expansion

Self-service kiosks have been changing business for years. It’s becoming increasingly rare to find retail shops, restaurants, banks and public spaces that don’t utilize self-service kiosk technology in some form.  This trend has only continued. In fact, it was reported that the global interactive kiosk market was expected to grow from 24.8 billion in 2019 to 32.8 billion by 2025.