Category: CRM & Customer Service
CRM & Customer Service market research reports by IDC
-
Orange Business Adds Value to UC&C and Contact Centers with Extra Layers of Services
Orange Business Adds Value to UC&C and Contact Centers with Extra Layers of Services Orange Business is enhancing its UC&C and contact center services to meet modern business needs by integrating these solutions into broader digital transformation processes. Leveraging connectivity, cloud, and c ... Read More
-
IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions
IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions This IDC study presents 10 of the most urgent business and technology agenda areas for customer experience executives for 2025 and beyond."In the evolving landscape of customer experience, the true potential of generative AI w ... Read More
-
INBOUND 2024: HubSpot’s Vision to Make Customer Management Easy, Fast, and Unified
INBOUND 2024: HubSpot’s Vision to Make Customer Management Easy, Fast, and Unified This IDC Market Note explores how HubSpot’s vision seeks to address the pressing challenges facing go-to-market teams and usher in a new era of inbound marketing. At INBOUND 2024, HubSpot CEO Yamini Rangan highlighted ... Read More
-
IDC PeerScape: Retail Practices for Implementing Loyalty Applications
IDC PeerScape: Retail Practices for Implementing Loyalty Applications Loyalty is a key differentiator for customer retention. It turns the value of convenience into a test for customer satisfaction and enables for consent-based trusted relationships with customers, said Ornella Urso, research direct ... Read More
-
Worldwide Order Management and Orchestration Applications Forecast, 2024–2028: Slow Growth for Specialists in the Era of Platform Consolidation
Worldwide Order Management and Orchestration Applications Forecast, 2024–2028: Slow Growth for Specialists in the Era of Platform Consolidation This IDC study provides a five-year forecast for the worldwide order management and orchestration applications market."Order management continues to be an e ... Read More
-
Worldwide Digital Commerce Applications Market Shares, 2023: The Year Omni-Channel Commerce Came Roaring Back
Worldwide Digital Commerce Applications Market Shares, 2023: The Year Omni-Channel Commerce Came Roaring Back This IDC study provides the worldwide market shares for the worldwide digital commerce applications market for 2023."The 2023 digital commerce market marked a definitive shift toward omni-ch ... Read More
-
Worldwide Customer Service Applications Software Forecast, 2024–2028: On Target to Achieve $33.8 Billion in 2028
Worldwide Customer Service Applications Software Forecast, 2024–2028: On Target to Achieve $33.8 Billion in 2028 This IDC study provides an updated market forecast for the worldwide customer service applications software market from 2024 to 2028."The customer service applications market has entered ... Read More
-
The Indirect Channel: An Instrumental Go-to-Market Aspect for Many UC&C Providers
The Indirect Channel: An Instrumental Go-to-Market Aspect for Many UC&C Providers The IDC Market Perspective highlights the critical role of go-to-market (GTM) strategies in the success of UC&C vendors, emphasizing the shift toward leveraging indirect channels for scalability and enhanced custom ... Read More
-
AWS Marketplace and Build Partner GTM Success
AWS Marketplace and Build Partner GTM Success This IDC Market Perspective provides insight into the efforts of AWS in enabling build partner go-to-market through AWS Marketplace. Marketplaces have become powerful platforms for build partners to accelerate business growth, streamline sales processes, ... Read More
-
The Unfolding of UC&C Solutions for Employee and Customer Engagement
The Unfolding of UC&C Solutions for Employee and Customer Engagement This IDC Market Perspective discusses the unfolding of unified communications and collaboration (UC&C) solutions for employee and customer engagement. The unified communications and collaboration market has undergone significan ... Read More
-
Worldwide Customer Service Applications Software Market Shares, 2023: A Market with Consistent Growth
Worldwide Customer Service Applications Software Market Shares, 2023: A Market with Consistent Growth This IDC study examines the customer service applications market for 2021–2023. Revenue and market share of the leading vendors are provided for 2023. "The customer service applications market has ... Read More
-
EMEA Telco Operations and Monetization Solution Forecast, 2024–2028
EMEA Telco Operations and Monetization Solution Forecast, 2024–2028 This IDC Market Forecast examines the EMEA telco operations and monetization solutions market. The industry's focus on customer experience and network APIs will serve as continued catalysts for this spending. In EMEA, high levels of ... Read More
-
Benetton Group's Journey Toward a Holistic Approach to Customer Experience
Benetton Group's Journey Toward a Holistic Approach to Customer Experience This IDC Perspective delves into Benetton Group's transformative journey in customer experience, highlighting its shift toward an omni-channel, seamless interaction model for customers and employees through POS technology har ... Read More
-
Impact of AI on Infrastructure with Managed Services
Impact of AI on Infrastructure with Managed Services This IDC Market Perspective provides insight into buyer expectations of the value of AI when used with managed services for infrastructure technologies (e.g., compute, storage, network, endpoint) along with critical challenges. This document also ... Read More
-
Improving Experiential Value and Empathetic Customer Outcomes Through an Experience-Orchestrated Business
Improving Experiential Value and Empathetic Customer Outcomes Through an Experience-Orchestrated Business This IDC Perspective discusses how the experience-orchestrated (X-O) business framework can enable organizations to deliver value-based experiential outcomes for customers. Organizations are inc ... Read More
-
NICE Takes CX to a New Level with Hyper-Personalization
NICE Takes CX to a New Level with Hyper-Personalization This IDC Market Note highlights key announcements made during NICE Interactions International, its major European CX event, in London on June 25, 2024, at the Fireworks Factory. Interactions International 2024 showcased NICE's advancements in A ... Read More
-
Worldwide and U.S. Customer Experience Services Forecast, 2024–2028
Worldwide and U.S. Customer Experience Services Forecast, 2024–2028 This IDC study provides an analysis of the worldwide customer experience (CX) services market for the 2024–2028 forecast period."Great marketing, sales, and design services are more important than ever to enterprises and public bodi ... Read More
-
CRM for Industrial Manufacturing
CRM for Industrial Manufacturing This IDC Market Perspective outlines key trends in the adoption of customer relationship management (CRM) applications in the manufacturing industry. It highlights the benefits of CRM and provides insights for technology providers on how to enable manufacturers in su ... Read More
-
Worldwide Sales Force Productivity and Performance Software Market Shares, 2023: Demand for Seller Adeptness and Efficiency Drives Growth in 2023
Worldwide Sales Force Productivity and Performance Software Market Shares, 2023: Demand for Seller Adeptness and Efficiency Drives Growth in 2023 This IDC study examines the worldwide sales force productivity and performance software market for the 2023 calendar year. IDC defines sales force product ... Read More
-
Japan CX Software/CRM Applications Forecast, 2024–2028
Japan CX Software/CRM Applications Forecast, 2024–2028 This IDC Market Forecast provides 2023 actual results (based on sales revenue) for the domestic customer experience (CX)-related software/cybersecurity risk management (CRM) application market and market forecasts from 2024 to 2028.Saki Ota, sen ... Read More
-
Verint Analyst Days 2024: Customer Momentum Highlights for Purpose-Built Contact Center Bots and the Open CCaaS Platform
Verint Analyst Days 2024: Customer Momentum Highlights for Purpose-Built Contact Center Bots and the Open CCaaS Platform This IDC Market Note highlights key takeaways from Verint's Analyst Days 2024, focusing on the company's momentum in the contact center market through Verint's Open CCaaS platfor ... Read More
-
AI and Generative AI in VOC Programs
AI and Generative AI in VOC Programs This IDC Perspective explores the integration of AI and generative AI in voice of the customer (VOC) and customer experience (CX) programs, highlighting their evolution from traditional feedback mechanisms to advanced, real-time analytics across all customer enga ... Read More
-
IDC PlanScape: CPaaS to Optimize Marketing
IDC PlanScape: CPaaS to Optimize Marketing In essence, businesses must be quick to respond to potential buyers and smart in how they address their target audiences and how they keep them as satisfied and loyal customers. This calls for technology that is also easy to implement and scale (especially ... Read More
-
How Can Marketers Leverage the Next Era of X-O Applications
How Can Marketers Leverage the Next Era of X-O Applications This IDC Perspective delves into what is an experience-orchestrated business (X-OB), what is the value proposition for marketers, and how they can leverage X-O applications as a competitive differentiator."Marketers should seize the opportu ... Read More
-
Worldwide Customer Data Platform Applications Software Market Shares, 2023: The Essential Role of Customer Data in Generative Experiences
Worldwide Customer Data Platform Applications Software Market Shares, 2023: The Essential Role of Customer Data in Generative Experiences This IDC study presents the market shares of the top vendors in the worldwide customer data platform (CDP) applications software market."In the new era of generat ... Read More
Research Assistance
