CRM & Customer Service market research reports by IDC

• Worldwide Contact Center Applications Software Forecast, 2024–2028: $12.5 Billion in Revenue and Growing Strong

  Jun 27, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Contact Center Applications Software Forecast, 2024–2028: $12.5 Billion in Revenue and Growing Strong This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2024 to 2028."It's difficult to discuss use cases for GenAI without di ... Read More

• IDC PlanScape: Hyper-Personalized Loyalty in Hospitality and Travel

  Jun 27, 2024  |  Published by: IDC  |  USD 7,500

  IDC PlanScape: Hyper-Personalized Loyalty in Hospitality and Travel This IDC PlanScape addresses how loyalty solutions must hinge upon hyper-personalization, leveraging omni-channel strategies along with guest data platforms, real-time analytics, and AI to ensure that every opportunity for guest en ... Read More

• SugarCRM Expands Revenue Intelligence Capabilities With sales-i Acquisition

  Jun 24, 2024  |  Published by: IDC  |  USD 2,500

  SugarCRM Expands Revenue Intelligence Capabilities With sales-i Acquisition This IDC Market Note analyzes SugarCRM's recent acquisition of sales-i. The acquisition focuses on integrating AI-enabled sales intelligence with sales automation, aimed at enabling manufacturers to capitalize on new revenue ... Read More

• Worldwide Contact Center Applications Software Market Shares, 2023: It's a Cloud World

  Jun 21, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Contact Center Applications Software Market Shares, 2023: It's a Cloud World This IDC study presents the worldwide contact center applications software market size and 2023 revenue market shares by vendor."The market year 2023 was the year that began the 'race to embrace' generative AI tec ... Read More

• Genesys Xperience 2024: Highlights and Insights

  Jun 08, 2024  |  Published by: IDC  |  USD 2,500

  Genesys Xperience 2024: Highlights and Insights This IDC Market Note analyzes the announcements at Genesys Xperience 2024. The Genesys Xperience 2024 conference, held May 13-15, 2024, in Denver, Colorado, showcased Genesys' continued evolution and expansion. The event, which highlighted Genesys' con ... Read More

• Triple Hybrid Architecture by Accident

  Jun 07, 2024  |  Published by: IDC  |  USD 7,500

  Triple Hybrid Architecture by Accident This IDC Market Perspective discusses the prevalent adoption of triple hybrid architecture across organizations, highlighting its emergence from poor governance and the resultant hybrid infrastructure, applications, and analytical data infrastructure. It unders ... Read More

• A Deeper Look at VOC 2.0 and Unstructured Data

  Jun 06, 2024  |  Published by: IDC  |  USD 7,500

  A Deeper Look at VOC 2.0 and Unstructured Data This IDC Perspective highlights the potential improvements in VOC implementations, emphasizing the importance of real-time personalized customer experiences. VOC practitioners are encouraged to leverage unstructured data alongside structured data to gai ... Read More

• The NetCo/ServCo Transformation for European Telcos

  May 30, 2024  |  Published by: IDC  |  USD 7,500

  The NetCo/ServCo Transformation for European Telcos This IDC Market Perspective details strategies that European CSPs have been using to navigate a challenging telco landscape, marked by financial pressures and the need to innovate in a highly competitive market. To remain viable and competitive, Eu ... Read More

• IDC PeerScape: Practices to Improve Workforce Experience with Unified Platform Strategies in Hospitality and Travel

  May 28, 2024  |  Published by: IDC  |  USD 7,500

  IDC PeerScape: Practices to Improve Workforce Experience with Unified Platform Strategies in Hospitality and Travel This IDC PeerScape looks at how leading hospitality and travel brands have successfully applied unified platform strategies to achieve business objectives while engaging and empowering ... Read More

• EU AI Act: Summary of Potential Impacts on Digital Commerce, Experience Software, and CX Process Design

  May 28, 2024  |  Published by: IDC  |  USD 7,500

  EU AI Act: Summary of Potential Impacts on Digital Commerce, Experience Software, and CX Process Design This IDC Perspective provides a comprehensive overview of the EU AI Act, detailing its phased implementation, compliance requirements, and penalties for noncompliance. Scheduled to take effect in ... Read More

• Enterprise Connect 2024: AI's Level Up for Collaboration, UCaaS, and CCaaS

  May 28, 2024  |  Published by: IDC  |  USD 7,500

  Enterprise Connect 2024: AI's Level Up for Collaboration, UCaaS, and CCaaS This IDC Market Perspective analyzes the key announcements made from collaboration and contact-center-as-a-service (CCaaS) vendors and their impact on the market at the Enterprise Connect 2024 conference and expo, which was h ... Read More

• Oracle NetSuite Partners Drive "Suite Up" Strategy to Unlock AI Benefits and Enhanced Customer Experience

  May 27, 2024  |  Published by: IDC  |  USD 2,500

  Oracle NetSuite Partners Drive "Suite Up" Strategy to Unlock AI Benefits and Enhanced Customer Experience This IDC Market Note reviews announcements during Oracle SuiteConnect, an event hosted by Oracle NetSuite on April 17, 2024. The event provided an update on NetSuite's EMEA business strategy, pa ... Read More

• Zendesk Relate 2024: Democratizing AI-Infused Customer Service

  May 27, 2024  |  Published by: IDC  |  USD 2,500

  Zendesk Relate 2024: Democratizing AI-Infused Customer Service This IDC Market Note highlights key announcements from Zendesk Relate 2024, many of which doubled down on Zendesk's focus on intelligent customer experiences. This year, there was much more emphasis on incorporating the employee experie ... Read More

• Highlights and Insights from Smart Communications INNOVATE Conference 2024

  May 20, 2024  |  Published by: IDC  |  USD 2,500

  Highlights and Insights from Smart Communications INNOVATE Conference 2024 This IDC Market Note highlights the key announcements, topics, and themes from Smart Communications INNOVATE 2024 user event. Businesses must digitally transform customer communications management (CCM) to boost customer sati ... Read More

• Contact Center Modernization: Crucial in the Age of Instant Gratification

  May 07, 2024  |  Published by: IDC  |  USD 7,500

  Contact Center Modernization: Crucial in the Age of Instant Gratification This IDC Market Perspective discusses the need for modernizing contact centers in today's fast-paced world where customer expectations for instant gratification are high. The integration of advanced technologies, unification/a ... Read More

• Understanding Partner Developments and Opportunities: Highlights From IDC's 1Q24 Partner Advisory Board Session

  May 07, 2024  |  Published by: IDC  |  USD 7,500

  Understanding Partner Developments and Opportunities: Highlights From IDC's 1Q24 Partner Advisory Board Session This IDC Market Perspective summarizes a discussion among partners that joined IDC's quarterly Partner Advisory Board in February 2024. During the discussion, partners from EMEA representi ... Read More

• ETP Group Launches ETP Unify to Expand the Potential of Retail Enterprises with Its Unified Commerce Platform

  Apr 01, 2024  |  Published by: IDC  |  USD 2,500

  ETP Group Launches ETP Unify to Expand the Potential of Retail Enterprises with Its Unified Commerce Platform This IDC Market Note discusses the launch of ETP Unify, a unified commerce platform for retailers, which combines retail and ecommerce capabilities. It highlights the challenges faced by ret ... Read More

• Generative and Predictive AI Use Cases for Customer Data Platforms

  Mar 29, 2024  |  Published by: IDC  |  USD 7,500

  Generative and Predictive AI Use Cases for Customer Data Platforms This IDC Perspective discusses the role of customer data platforms (CDPs) in enhancing customer experiences and the increasing use of generative AI (GenAI) and predictive AI in these platforms. It highlights the importance of CDPs in ... Read More

• RingCentral Shifting from Unified Communications to Unified Intelligent Experience

  Mar 26, 2024  |  Published by: IDC  |  USD 2,500

  RingCentral Shifting from Unified Communications to Unified Intelligent Experience This IDC Market Note discusses RingCentral's shift from unified communications to unified intelligent experience, as announced during its Analyst Summit 2024. The company plans to extend its market to include events, ... Read More

• What Should Chief Marketing Officers Seek from Customer Experience Services Vendors in 2024?

  Mar 26, 2024  |  Published by: IDC  |  USD 7,500

  What Should Chief Marketing Officers Seek from Customer Experience Services Vendors in 2024? This IDC Perspective highlights the importance of having positive customer experience (CX) that could set a business apart from its competitors, especially in a very crowded market. In the era defined by dat ... Read More

• Customer Experience Design and Build for Optimal Customer Journeys: Innovation Case Studies

  Mar 21, 2024  |  Published by: IDC  |  USD 2,500

  Customer Experience Design and Build for Optimal Customer Journeys: Innovation Case Studies This IDC Market Note discusses the importance of understanding how a customer interacts with a brand on each step of their journey, allowing brands to recognize the actions and approaches needed to be taken a ... Read More

• Brand Trust and the Future Consumer

  Mar 15, 2024  |  Published by: IDC  |  USD 7,500

  Brand Trust and the Future Consumer This IDC Market Perspective looks at consumer brand sentiment in the United States. It ranks the key attributes of consumer brands that influence sentiment, highlights how U.S. consumers view leading technology brands, and assesses the impact of generational diffe ... Read More

• AWS re:Invent 2023: Compound Innovation for ISV Partners

  Mar 14, 2024  |  Published by: IDC  |  USD 2,500

  AWS re:Invent 2023: Compound Innovation for ISV Partners This IDC Market Note highlights the announcements that can transform how ISVs build, market, and sell SaaS applications, including CodeWhisperer, Amazon Q, LLMs in Amazon Redshift, and the expanded features and capabilities of the AWS Marketpl ... Read More

• CX Practices from Leading Organizations Show That a Focus on Customer Experience Does Indeed Drive Business Value

  Mar 14, 2024  |  Published by: IDC  |  USD 7,500

  CX Practices from Leading Organizations Show That a Focus on Customer Experience Does Indeed Drive Business Value This IDC Perspective highlights industry-leading customer experience (CX) themes from IDC's 2023 Future of Customer Experience awards. Companies featured as the winner and runners-up dem ... Read More

• Overview of Client Performance Metrics That Matter for Services Industry

  Mar 13, 2024  |  Published by: IDC  |  USD 7,500

  Overview of Client Performance Metrics That Matter for Services Industry This IDC Market Perspective provides an overview of client metrics that matter for the services industry. As the saying goes "Customer's perception is your organization's reality." Choosing the right set of metrics can bridge t ... Read More

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