North America Kiosk Market Size, Share & COVID-19 Impact Analysis, By Type (Retail Kiosk, QSR, Tickets & Billing, Information, Self Service, and Others), By Industry (Retail, Healthcare, Entertainment & Gaming, Airports & Hotels, IT/Telecommunication, and Others), and Country Forecast, 2023-2030

The North America kiosk market size was valued at USD 6.67 billion in 2022. The market is projected to grow from USD 7.47 billion in 2023 to USD 17.01 billion by 2030, exhibiting a CAGR of 12.5% during the forecast period.

Over the past decade, service providers have used service delivery tools with Self-Service Technologies (SSTs), such as interactive voice response systems, internet-based services, interactive vending machines, mobile self-services, and individual healthcare devices. Self-Service Kiosks (SSKs) are mainly designed to improve customer experience and reduce in-store lines and staff time to focus on other value-added activities. This improves customer satisfaction and converts service opportunities into sales with less workload on staff.

These machines have the potential to be an effective alternative to mobile technologies in various industries such as retail, hotel & hospitality, and IT & telecom. The retail industry, in particular, is actively adopting innovations such as robotic inventory management, retail trading platforms, contactless payments, and supply chain optimization. According to the GlobalData report, from 2020-2022, approximately 133,000 patents were filed in the retail industry. A few patents are regarding delivery return handling, ATM-type vending machines, and shopping interface personalization.

COVID-19 IMPACT

Supply-Demand Imbalance Created Pricing Volatility and Short-term Disruption in Market

The COVID-19 pandemic played a significant role in driving investments in self-service technology. Among those who reported an increase in investment in the past 12 months, 61% attributed the pandemic as a significant or moderate factor influencing their decision. In the healthcare sector, these technologies have primarily been used for check-in purposes to reduce the customer wait time.

The pandemic prompted a shift in consumer behavior as people became more cautious about hygiene and safety. This change in mindset led to a preference for contactless transactions and desire to minimize physical contact. Consequently, businesses and consumers increasingly turned to mobile and online ordering systems, which reduced the demand for traditional standalone systems that require physical interaction. These factors temporarily hindered the North America kiosk market growth.

LATEST TRENDS

Data Collection and Analytics from Kiosks to Help Businesses Make Informed Decisions

Kiosks generate a wealth of data through numerous customer interactions, transactions, and usage patterns. This data can give businesses valuable insights into customer behavior, preferences, and trends. By analyzing this data, companies can make informed decisions, enhance their marketing strategies, optimize operations, and improve customer experience.

For instance, kiosks can capture data on transaction volumes, popular products or services, peak hours, and customer demographics. This information helps businesses understand customers' preferences, identify trends, and make data-driven decisions to optimize product offerings, pricing strategies, or operational efficiency.

Moreover, data analytics from these machines can be integrated with other systems, such as Customer Relationship Management (CRM) platforms or inventory management systems, to provide a holistic view of customer interactions and operational performance. This integration allows businesses to leverage the generated data to create more effective marketing campaigns, improve inventory planning, and customer engagement strategies.

DRIVING FACTORS

Digital Transformation to Bridge Gap between Physical and Digital Channels

Digital transformation is a driving force behind the increasing adoption of kiosks in North America. This transformation involves the integration of digital technologies into various aspects of businesses including customer engagement, operations, and data management. These machines play a vital role in this transformation by bridging the gap between physical and digital channels. Some key aspects of the digital transformation driving this market are:

Seamless Omni Channel Experiences: Machines integrate with digital platforms, such as mobile apps, websites, and online services to provide consistent and seamless experiences across multiple touch points.

Data-Driven Insights: Machines generate valuable data regarding customer preferences, behavior, and transaction history. Organizations can leverage this data to gain insights into customer preferences, optimize their operations, and personalize their offerings. These insights also enable companies to make informed decisions, improve marketing strategies, and enhance customer experience.

Digital transformation efforts across various industries are making the integration of these machines a strategic component to deliver enhanced customer experiences, improve operational efficiency, and stay competitive in the evolving market landscape.

RESTRAINING FACTORS

Security Concerns Might Hinder the Market Growth

Kiosks handle sensitive customer information, such as personal data, payment details, and healthcare records. Ensuring the security of this data is critical to maintain customer trust and comply with data protection regulations. If properly secured, they can be protected from security breaches and unauthorized access. Factors contributing to security concerns include:

Data Breaches: Hackers can target machines to steal customer data. Inadequate security measures, such as insufficient encryption protocols or adequate firewalls, can make them vulnerable to attacks.

Malware and Viruses: Machines connected to the internet or allowing data transfers are susceptible to malware or virus infections. This can lead to disruptions in functionality, data corruption, or unauthorized access to sensitive information.

To address security concerns, businesses must invest in robust security measures, such as encryption, firewalls, secure payment processing, and regular software updates. Proper security protocols should be followed throughout the lifecycle of the kiosk, from development and deployment to ongoing maintenance and support.

SEGMENTATION

By Type Analysis

Retail Kiosks to be Widely Used due to Provision of Self-Service Options

Based on type, the market is classified into retail kiosk, QSR, tickets & billing, information, self-service, and others.

The retail kiosk segment is anticipated to witness the highest growth rate in the market over the forecast period as they provide customers with self-service options. They offer information and services, such as self-checkout, product information lookup, inventory availability, and personalized recommendations.

Tickets & billing and self-service segments are expected to grow significantly over the forecast period due to their vast adoption in several industries, such as aviation and hospitality. Moreover, information kiosks display digital advertisements and offer useful services in healthcare, government, corporate, and banking sectors.

By Industry Analysis

Retail Segment is Anticipated to Hold a Dominant Share Owing to Enhance Customer Experience Provided by Kiosk

On the basis of industry, the market is subdivided into retail, healthcare, entertainment & gaming, airports & hotels, IT/telecommunication, and others.

The retail segment dominates the market owing to the increased use of standalone systems in retail stores. These machines streamline operations, increase efficiency, and improve customer satisfaction, ultimately driving sales and fostering a more seamless and convenient retail experience. These machines in the entertainment & gaming industry offer interactive and self-service solutions to customers, enhancing their overall experience. By utilizing these standalone machines in this industry, customers can conveniently access and engage with entertainment offerings, thereby reducing their wait time at traditional service counters and enhancing their ability to navigate the venue.

In airports, these machines enable self-check-in, printing of boarding passes, baggage tagging, and wayfinding assistance, reducing queues and streamlining the check-in process. SSK automates numerous processes, such as patient check-ins, appointment scheduling, and payment processing. By automating these activities, healthcare providers can improve the quality of patient care, reduce waiting time, and alleviate administrative burdens.

REGIONAL INSIGHTS

The scope of this market comprises three major countries, the U.S., Canada, and Mexico.

The U.S. is anticipated to hold the largest North America kiosk market share as the adoption of these machines is rising, thereby creating better opportunities for automated retail options. There are four crucial growth factors for the U.S. market, economic growth, strong retail sales, robust customer confidence, and low unemployment rate. Positive customer response is crucial in encouraging companies to make long-term investments and expand their business to a certain extent.

The substantial rise of IoT and Industry 4.0 will drive the Canada market. Also, industry 4.0, a national strategic initiative introduced by the government and the Ministry for Economic Affairs and Energy (BMWI), highlights business models, product interconnection, digitization, and value chain. Mexico is one of the region's most valuable mobile-based e-commerce markets. Around 41% of in-store shoppers use smartphones to ease their in-store shopping experiences, and 46% of customers use their smartphones at some point during purchase. Both Canada and Mexico are predicted to record significant growth during the forecast period.

KEY INDUSTRY PLAYERS

Leading Players to Focus on Technological Advancements in Machines to Expand their Presence

The market participants are emphasizing on excellent region-to-region coverage to increase localization. Leading manufacturers are focused on incorporating industry-leading technologies into their products. They are inclined toward strategic approaches, including rebranding existing products.

LIST OF KEY COMPANIES PROFILED:

• ZIVELO (U.S.)


• Meridian Kiosks (U.S.)


• KIOSK Information Systems (U.S.)


• NCR Corporation (U.S.)


• Diebold Nixdorf, Inc. (U.S.)


• Embross (Canada)


• iQmetrix (Canada)


• REDYREF (U.S.)


• DynaTouch (U.S.)


• Peerless-AV (U.S.)


• CSA Service Solutions (U.S.)


• ADVANCED KIOSKS (U.S.)


• H32 Design and Development LLC (U.S.)

KEY INDUSTRY DEVELOPMENTS:

• March 2023 – Olea Kiosks Inc. launched a quick ship program for Austin Kiosks, intending to provide kiosk solutions for its customers in four weeks. This program includes a free-standing kiosk (Austin model) including several peripherals, such as a 22-inch touchscreen display, receipt printer, computer, and barcode.


• December 2022 – Brightwell partnered with NCR Corporation and Travelex to permit maritime clients to provide an ATM program for their end-users. This program is intended to provide cruise lines with ATM installation, support, and maintenance.


• July 2022 – UScellular, a full-service wireless carrier based in the U.S., integrated its carrier’s systems into iQmetrix’s RQ. RQ is a retail management and POS software utilized in most of the company’s authorized agent stores across the U.S.


• June 2022 - SITA introduced its common-use, API-based platform, SITA Flex, at Passenger Terminal Expo. With this launch, the company intended to turn the airline staff completely mobile, untethered from fixed points in the airport, such as check-in counters or kiosks.


• January 2022 – KIOSK Information Systems partnered with UST to develop an enhanced self-service touchless vision checkout platform. The companies would feature this solution with this partnership as part of the NRF Tour. The solution included gesture and voice-based UI checkout interaction alternatives and flexible payment options.

REPORT COVERAGE

The market research report provides a detailed analysis of the global market and focuses on key aspects, such as leading companies, types, and top applications of the product. Besides this, the report offers insights into the latest market trends and highlights key industry developments. In addition to the factors mentioned above, the report encompasses several factors that have driven the market’s growth in recent years.

Report Scope & Segmentation