Interactive Kiosk Market Size, Share & Trends Analysis Report By Component (Service, Hardware, Software), By Type, By End Use (Retail, F&B, Healthcare, Travel & Tourism, BFSI), And Segment Forecasts, 2019 - 2025

Industry Insights

The global interactive kiosk market size was valued at USD 23.11 billion in 2018 and is expected register a CAGR of 8.9% from 2019 to 2025. Growing demand for services in retail, healthcare, and travel & tourism sectors has made it difficult for companies to assign customer service representatives during heavy traffic volumes of visitors. Interactive self-service solutions, such as Automated Teller Machine (ATMs), smart vending machines, and self-checkout systems, provide companies with an effective way to tackle such situations.

Rising adoption of interactive systems in the BFSI and retail sectors in emerging markets of Asia Pacific, Latin America, and MEA are expected to emerge as major growth drivers of the market over the forecast period. Increased preference to shop without the need for interacting with sales representatives is anticipated to drive the market further. Many banks are turning the lack of digitally advanced banking infrastructure, especially across rural areas, in emerging regions to their advantage by employing cost-effective solutions, such as kiosks, to expand their operations and effectively serve a larger consumer base.

Rapid growth of organized retail sector in these regions has also led to a rise in deployment of self-service systems. Wide usage of interactive self-service kiosks in the field of product/service delivery has enabled businesses to offer their clients customized plans at low delivery costs. Technological advancements have allowed these solutions to take up a larger role of engaging customers as compared to their primary role of customer service involving dissemination of information. These systems have also enabled companies in various industries to cross-sell and upsell their products and services.

Technological developments, such as Near-Field Communication (NFC) and Radio-Frequency Identification (RFID), in the fields of digital payment and security applications have further helped expand the applications and uses of interactive kiosks. Many manufacturers are including these emerging technologies as an indispensable component in their product offerings. Key companies in the market offer remote monitoring and proactive maintenance services to enable businesses to track functioning, identify problems, and schedule maintenance of interactive kiosks. These services significantly reduce the probability of unexpected breakdowns and enable companies to increase system uptime.

Increasing adoption of smartphones and tablets along with preference for mobile payments has also positively impacted the growth of this market over the years. According to a research by Payments C M LLP, in 2016, 19.4% of the U.S. smartphone owners used mobile payment option at Point of Sale terminals (POS) at least once in six months. This percentage is expected to increase to 33.1% by 2020. This, in turn, is expected to create a direct positive impact on the deployment of these systems across a number of industries.

Component Insights

On the basis of components, the market has been classified into hardware, software, and service segments. The hardware segment is further segmented into display, printers, and others. The services segment is further classified into integration and deployment and managed services. The service segment accounted for a significant market share in 2018 and is expected to remain the fastest-growing segment over the forecast period.

Demand for integration and deployment services, particularly in regions including Asia Pacific, Latin America, and MEA, due to the adoption of interactive kiosks for traditional applications in BFSI, retail, and F & B industries is expected to bode well for the segment. On the other hand, the managed services segment is expected to witness promising growth opportunities in North America and Europe owing to high demand for maintenance and upgradation of existing kiosks.

End-use Insights

The market is segmented on the basis of end use industry into BFSI, retail, food and beverage, healthcare, government, and travel and tourism. The BFSI segment led the global market in 2018, followed by the retail segment. The BFSI and retail segments are expected to remain as the largest end-use industries over the forecast period. Increasing demand for self-service technology in Quick Service Restaurants (QSR) is expected to drive the food and beverages segment. Deployment of these systems by QSRs enables customers to customize their order, which, in turn, helps improve order processing time.

Product applications in the retail sector provide benefits, such as self-directed bill payment and check-out, digital signage to display product information, and advertisements with built-in customer interaction capability. In the travel & tourism sector, these systems offer functions including wayfinding and directory solutions to locate addresses and guide tourists. Moreover, they also offer product screening, parking ticket printing, and parking management solutions to customers.

Type Insights

Based on type, the market is classified into Automated Teller Machine (ATM), retail self-checkout, self-service, and vending kiosk. The ATM segment led the market in 2018 owing to increased deployment of ATMs in developing countries of the Asia Pacific region for a better banking infrastructure. Manufacturers have developed self-service kiosk solutions for conventional sectors, such as BFSI and travel and tourism, to offer enhanced digital transaction functionality. Self-service solutions have also been designed to cater to specific design and service requirements of emerging application segments, such as government and healthcare.

These systems enable customers to carry out processes, such as self-check-in/check-out in hotels, self-baggage check-in, ticket booking, product and information display, appointment booking, and in some cases, allow customers to make contactless payment transactions between smartphones and kiosks. Owing to such benefits, the demand for these machines is expected to rise at a notable pace over the forecast period. Information kiosk helps companies in product display and promotion activities. They record customers’ interaction data (product preference, age, and income), which can be later accessed and utilized by the company for developing customer-specific offerings.

Some of the key manufacturers have already started developing and integrating Artificail Intelligence (AI)-based technology into interactive kiosks to provide customized self-service experience. For instance, ViaTouch Media introduced AI-based interactive kiosks that automatically bill the consumer when the products are picked from retail shelves. The system also has a video screen placed above the retail shelf to automatically display product information to customers. These systems simultaneously perform the dual functionality of information dissemination and payment processing without any physical input from the customer, thus enabling retailers to significantly reduce the time spent by consumers waiting and billing at the counters.

Regional Insights

North America leads the market owing to a well-established banking and financial service sector infrastructure and presence of QSRs. Moreover, growing customer preference for self-service across the entertainment, healthcare, retail, travel, and finance industries is anticipated to further drive the regional market. North America also has the record of the highest interactive kiosk deployments annually.

However, over the forecast period, the number of deployments is expected to decline due to rising demand for refurbishment and upgrading of existing systems. The industry in Asia Pacific is expected to register the highest CAGR due to rapidly expanding organized retail and tourism industries. Increasing penetration of digital solutions in BFSI and healthcare infrastructure will drive the regional market further.

Interactive Kiosk Market Share Insights

Key industry participants include Embross; NCR Corporation; Slabb, Inc.; Advanced Kiosks; Source Technologies LLC; IER SAS; RedyRef; Meridian Kiosks LLC; Diebold Nixdorf, Inc.; Advantech Co., Ltd.; KIOSK Information Systems, Inc.; ZEBRA Technologies Corp.; and NEXCOM International Co., Ltd. Most of these companies invest more in R & D to develop differentiated and cost-effective solutions.

They also focus on establishing production facilities in emerging regional markets to increase their global reach. Companies, such as Meridian Kiosks and Advanced Kiosks, have a strong market presence due to the availability of a well-established R & D department and production facilities. These companies primarily focus on product innovation and effective distribution through a strong network of partners in multiple countries, such as U.S., Germany, India, and Brazil.

Report Scope

Segments Covered in the Report

This report forecasts revenue and volume growth at global, regional, and country levels and provides an analysis of the latest industry trends in each of the sub-segments from 2014 to 2025. For the purpose of this study, Grand View Research has segmented the global interactive kiosk market report on the basis of component, type, end use, and region:

• Component Outlook (Revenue, USD Million, 2014 - 2025)

  • Hardware

    • Display

    • Printer

    • Others

  • Software

  • Service

    • Integration and Deployment

    • Managed Services

• Type Outlook (Revenue, USD Million, 2014 - 2025)

  • Automated Teller Machine (ATM)

  • Retail Self-checkout

  • Self-service

  • Vending

• End-use Outlook (Revenue, USD Million, 2014 - 2025)

  • BFSI

  • Retail

  • Food & Beverage

  • Healthcare

  • Government

  • Travel & Tourism

  • Others

• Regional Outlook (Revenue, USD Million, 2014 - 2025)

  • North America

    • U.S.

    • Canada

  • Europe

    • U.K.

    • Germany

    • France

  • Asia Pacific

    • China

    • India

    • Japan

  • Latin America

    • Brazil

  • Middle East & Africa (MEA)