Category: CRM & Customer Service
CRM & Customer Service market research reports by IDC
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Worldwide Contact Center Applications Software Forecast, 2024–2028: $12.5 Billion in Revenue and Growing Strong
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
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IDC PlanScape: Hyper-Personalized Loyalty in Hospitality and Travel
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
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SugarCRM Expands Revenue Intelligence Capabilities With sales-i Acquisition
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
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Worldwide Contact Center Applications Software Market Shares, 2023: It's a Cloud World
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
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Genesys Xperience 2024: Highlights and Insights
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
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Triple Hybrid Architecture by Accident
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
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A Deeper Look at VOC 2.0 and Unstructured Data
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
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The NetCo/ServCo Transformation for European Telcos
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
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IDC PeerScape: Practices to Improve Workforce Experience with Unified Platform Strategies in Hospitality and Travel
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
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EU AI Act: Summary of Potential Impacts on Digital Commerce, Experience Software, and CX Process Design
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
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Enterprise Connect 2024: AI's Level Up for Collaboration, UCaaS, and CCaaS
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
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Oracle NetSuite Partners Drive "Suite Up" Strategy to Unlock AI Benefits and Enhanced Customer Experience
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
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Zendesk Relate 2024: Democratizing AI-Infused Customer Service
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
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Highlights and Insights from Smart Communications INNOVATE Conference 2024
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
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