Interactive Kiosk Market Size, Share & Trends Analysis Report By Component (Hardware, Software, Services), By Type (ATMs, Self-service Kiosks), By End Use (BFSI, Healthcare), By Region, And Segment Forecasts, 2021 - 2028

Report Overview

The global interactive kiosk market size was valued at USD 26.63 billion in 2020 and is expected to expand at a compound annual growth rate (CAGR) of 6.9% from 2021 to 2028. Due to the high development in payment and security technologies, the market has witnessed rapid growth over the past few years. Many of the self-service kiosk manufacturers will continue to extract these technologies' maximum potential and are expected to include them as an indispensable component of their product offering. Interactive kiosks help prevent long queues at public places, such as inquiry counters at railway stations, banks, and malls and check-in counters at airports. At places such as hospitals and government offices, interactive kiosks help reduce the paperwork associated with visitor data collection and enhance visitors' experiences.

An increase in the adoption of interactive kiosks in the BFSI and retail segments is expected to be a major growth driver. Some of the major kiosks’ manufacturers have already started working on developing and integrating AI-based technology in interactive kiosks. For instance, ViaTouch Media has introduced AI-based kiosks, which enable shoppers to examine the products before making a purchase. As products are removed from the retailer’s shelf, a video screen above displays product information to the customer.

The growing problems due to the outbreak of COVID-19 have increased self-checkout kiosks' adoption to avoid human interaction. As self-checkout kiosks ensure social distancing in stores, they pave the way for a little human interaction. Looking forward to driving the adoption of interactive kiosks due to the advantages offered to customers, the vendors operating in the market have launched various advanced solutions and technologies in response to the COVID-19 pandemic.

The outbreak of COVID-19 has doubled the R&D spending and innovation by the vendors. For instance, kiosk systems with temperature sensors, personal protective equipment dispensing kiosks, smart kiosks that collect swab samples for COVID-19 tests, and mobile testing kiosks are some of the latest kiosk solutions launched by the vendors operating in the market. The vendors are expected to continue focusing on product innovation and development to gain a significant share in the global market.

Component Insights

The hardware segment led the market and accounted for more than 46.0% share of the global revenue in 2020. The hardware segment includes kiosk equipment, such as displays, printers, and others. Enclosures, card readers, scanners, motion sensors, physical keyboards, touchpads, bill acceptors, and recyclers are covered under others. System integrators and independent software developers of kiosk applications develop solutions to integrate and control multiple hardware components. Manufacturers integrate software platforms with other hardware components to enhance the use of the interactive kiosk. They provide services and software solutions that include project feasibility analysis, solution design and integration, installation, deployment, and maintenance. Maintenance services may include real-time monitoring for reactive and proactive maintenance of kiosks.

Adoption and integration of interactive self-service kiosks in product/service delivery will result in a reduction of associated delivery costs. They will also enable the business to offer customized plans to customers. The primary objective of interactive self-service kiosk deployment has evolved from providing customer service to customer engagement. Interactive kiosks have also enabled companies to cross-sell and up-sell their products and services. Retail, food and beverage, BFSI, and travel and tourism have the highest interactive kiosk deployments globally. 

Many manufacturers are now acquiring or collaborating/partnering with software providers to build software design capability to develop and offer a complete interactive solution consisting of hardware, application software, and related services. Remote monitoring and proactive maintenance of interactive kiosks will also enable companies to track interactive kiosks' functioning and identify and schedule maintenance for increased kiosk uptime. High adoption of smartphones and tablets by customers is anticipated to impact the market growth over the forecast period. Customers will be able to access some of the interactive kiosk functionalities directly on their smartphones and tablets. This will have a direct impact on the deployment of kiosks by businesses.

End-use Insights

The BFSI segment led the market and accounted for more than 50.0% share of the global revenue in 2020. The increasing demand for self-service technology in the BFSI segment is expected to propel the segment growth. The interactive kiosk has applications in various business sectors, including retail, BFSI, government, healthcare, education, and entertainment. The organizations are focusing on providing customized self-service solutions. Interactive kiosk applications in retail include self-directed bill payment, self-check-in, check-out, digital signage to display product information, and advertisement with built-in customer interaction capability. In tourism and transport, the interactive kiosk offers wayfinding and directory solutions to locate the address and guide tourists. Moreover, it has a parking ticketing and management system.

The continuous technological development increases the applications and provides opportunities in multiple sectors. The smart technology of the magic mirror is grabbing the attention of fashion retail customers. Kiosks help in patient management and telemedicine. Over the period, the retail and BFSI segments will continue to be the largest markets for interactive kiosks offering a wide range of self-directed service solutions to enhance the customer experience.

Type Insights

The Automated Teller Machines (ATMs) segment led the market and accounted for more than 50.0% share of the global revenue in 2020. Digital transformation initiatives and growing ICT spending are expected to spur the demand for ATMs in the market. Kiosk manufacturers are working towards the integration of new-age technology components and services such as EVM smart card readers, RFID readers, Apple Pay, and Samsung pay. These integrated solutions assist in providing a more personalized customer engagement experience as well as facilitate the cross-selling and upselling of products and services.

Customer satisfaction is of paramount importance in the retail industry. Hence, the industry is rolling out self-checkout kiosks to improve customer engagement and employee efficiency and reduce operational costs. Interactive vending kiosks accept payments or payment tokens and then dispense the products. They are majorly used for dispensing items, such as packaged food and beverages and medicines. Various players in the retail and food and beverage industries are increasingly rolling out vending kiosks as a part of their efforts to improve the buying experience. Nowadays, customers expect convenient and faster service without waiting in long queues or traveling long distances. Interactive kiosks effectively cater to this customer requirement. It is also observed that customers prefer self-service, which is the primary reason for the growing self-service culture in the BFSI sector.

Regional Insights

The North American market held the largest share of over 40.0% in 2020, followed by Europe, due to the presence of well-established and mature markets for self-service kiosk systems. North America is one of the largest politically stable regions and is expected to remain the same in the coming future. The growing market demand is a positive sign for businesses. The kiosk manufacturing companies are now focusing on implementing innovative solutions to satisfy the tech-savvy customers’ increasing requirements.

Due to stringent standards and regulations pertaining to data privacy and security, North America and Europe are expected to account for a sizable market share in the years to come. The interactive kiosk industry in the Asia Pacific is expected to witness significant growth in the years to come due to the expansion of organized retail, BFSI, tourism, and healthcare sectors. Increased consumer purchasing power, high standard of living, GDP growth, and rising product offering sales are expected to be the significant factors fueling the market growth in the Asia Pacific and MEA.

Key Companies & Market Share Insights

The global market is characterized by the presence of a few players accounting for a significant market share. New product launches and technology partnerships are some of the major strategies adopted by numerous companies to strengthen their market position.

Key industry players are significantly investing in research & development projects and establishing production infrastructure to develop and offer a differentiated and cost-effective self-service solution. The Meridian, Advance kiosk, and Kiosk information system have a strong market presence due to the availability of a strong R&D department and production facilities. The companies mainly focus on product innovation and effective distribution through a strong network of partners in multiple countries, such as the U.S., Germany, India, and Brazil. Some prominent players in the global interactive kiosk market include:

• NCR Corporation

•  SlabbKiosks

• Advanced Kiosks

•  Source Technologies

•  IER SAS

•  Meridian

•  Diebold Nixdorf AG

•  Advantech Co.

•  REDYREF

•  NEXCOM International Co.

•  KIOSK Information Systems

•  ZEBRA Technologies Corporation

•  Embross Group

Interactive Kiosk Market Report Scope

Segments Covered in the Report

This report forecasts revenue growth at the global, regional, and country levels and provides an analysis of the latest industry trends and opportunities in each of the sub-segments from 2016 to 2028. For the purpose of this study, Grand View Research has segmented the global interactive kiosk market report based on component, type, end-use, and region:

• Component Outlook (Revenue, USD Million, 2016 - 2028)

  • Hardware

    • Display

    • Printer

    • Others

  • Software

  • Services

    • Integration & Deployment

    • Managed Services

• Type Outlook (Revenue, USD Million, 2016 - 2028)

  • Automated Teller Machines (ATMs)

  • Retail Self-checkout Kiosks

  • Self-service Kiosks

  • Vending Kiosks

• End-use Outlook (Revenue, USD Million, 2016 - 2028)

  • BFSI

  • Retail

  • Food & Beverage

  • Healthcare

  • Government

  • Travel & Tourism

  • Others

• Regional Outlook (Revenue, USD Million, 2016 - 2028)

  • North America

    • U.S.

    • Canada

  • Europe

    • U.K.

    • Germany

    • France

  • Asia Pacific

    • China

    • India

    • Japan

  • Latin America

    • Brazil

  • Middle East & Africa (MEA)