decade ago is now commonplace. Kiosks can be found in just about any venue ranging from check-in desks at airports and check-out desks at supermarkets to vending kiosks for product retailing. ABI Research has evaluated the global kiosk market in a study entitled Next Generation Kiosks and Self-Service Technology. As companies in a range of industries seek to reduce costs, increase revenue opportunities and improve customer service, they are increasingly turning to interactive kiosks as an additional channel to enable their customers with self- service options. While in some markets and geographies, kiosks are as ubiquitous as cash registers, entire regions of the world have yet to realise the potential that this technology could offer.
The number of interactive kiosks in operation will rise from approximately
Serving new needs W
Although interactive kiosks are becoming increasingly commonplace, their potential is yet to be realised in many areas, writes Steve Montgomery
hat would have been considered an alternative service channel just a
1.6 million deployed in 2011 to over 3 million globally by 2016.
“The self-service technology trend has been occurring for several years, with consumers increasingly seeking greater convenience in the channels that they choose to utilise,” says Sam Lucero, practice director, M2M connectivity at ABI Research. “At the centre of this self- service technology trend are interactive kiosks. Kiosks are not a new channel by any means, but consumers worldwide have grown more accustomed to using them for everything from self-checkout in the supermarket to checking in for their flight at an airport.” The self-service kiosks sector, a segment of the broader self-service technology market, has grown consistently over the past five years, and this is expected to continue through to 2016 as consumers continue to embrace the technology. The report divides the market into seven distinct kiosk segments: entertainment, retail, municipal & government, information & other, financial, healthcare, and
Kiosks, cumulative deployments world market, all industries, 2011-16 (000s)
500 1000 1500 2000 2500 3000 3500
0 2011 2012* 2013* 2014* 2015* 2016*
There are forecast to be more then 3 million interactive kiosks globally by 2016 * = forecast
Source: ABI Research
travel. The interaction between kiosks, personal smartphones and tablets, and digital signage, is also an intrinsic element affecting market growth and development as consumers’ expectations for interactive experiences in out-of-home locations rise. While the kiosk market is expected to show strong growth, there remain challenges to address. “Interactive
kiosks in various segments, such as healthcare, can face challenges regarding consumer acceptance, channel conflict with other means of interacting with the consumer, and with automated customer service not meeting a desired level of personalised support,” says Lucero. IE