TouchMate eyes $7.6 billion US customer experience management market
March 9th 2021 Austin, TX: TouchMate announced a new partnership with ViewPoint to manufacture and distribute feedback kiosks in the United States targeting the $7.6 billion US Customer Experience (CX) management industry.
The US CX management market is forecast to grow by 17.7% CAGR over the next six years with a forecast market value of $23.6bn by 2027. Real-time feedback, which measures customer or employee feedback at the time of the experience is one of the driving factors of this growth as organizations understand the benefits of in-the-moment tracking.
Real-time feedback solutions are the gold-standard in delivering accurate, high quality customer and employee insight. Ben Williams, President and CEO of TouchMate, said: “Few marketing challenges are harder than identifying and influencing what drives customers’ attitudes and behavior. This is why leading companies are turning to real-time experience tracking, a research tool that overcomes the deficiencies of traditional feedback methods. This application will have significant importance in helping businesses recover from the impact of COVID-19.”
A recent study by Gartner indicates that feedback captured after the event can be inaccurate and unreliable, showing that real-time feedback is up to 40% more accurate. Customers’ memories decay rapidly leading to unreliable and potentially misleading feedback.
With over 80% of companies primarily competing on the basis of customer experience, tools that allow organizations to synthesize large amounts of in-person and online feedback quickly and react in real-time to situations that arise will have a sustained competitive advantage as they navigate COVID-19 opening requirements.
ViewPoint has over 20 years’ experience in delivering free standing feedback kiosks; recently launching their Touchless product line. The easy-to-use display invites users to choose from five smiley faces from happy to sad to describe their overall experience. Ensuring the safety of users, larger display kiosks have been equipped with state-of-the-art Nanoshield film, protecting against the transmission of COVID-19 and other viruses.
Andy Childerhouse, CEO of ViewPoint, said: “We’re delighted that we have this wonderful opportunity to partner with TouchMate to help businesses, large and small, right across America to better understand their customer and employee needs.”