Category: CRM & Customer Service
CRM & Customer Service market research reports by IDC
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Contact Center Modernization: Crucial in the Age of Instant Gratification
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
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Understanding Partner Developments and Opportunities: Highlights From IDC's 1Q24 Partner Advisory Board Session
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
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ETP Group Launches ETP Unify to Expand the Potential of Retail Enterprises with Its Unified Commerce Platform
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
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Generative and Predictive AI Use Cases for Customer Data Platforms
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
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RingCentral Shifting from Unified Communications to Unified Intelligent Experience
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
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What Should Chief Marketing Officers Seek from Customer Experience Services Vendors in 2024?
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
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Customer Experience Design and Build for Optimal Customer Journeys: Innovation Case Studies
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
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Brand Trust and the Future Consumer
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
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AWS re:Invent 2023: Compound Innovation for ISV Partners
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
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CX Practices from Leading Organizations Show That a Focus on Customer Experience Does Indeed Drive Business Value
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
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Overview of Client Performance Metrics That Matter for Services Industry
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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Corporate Strategy: Keys to Success from the Office of the CFO
Corporate Strategy: Keys to Success from the Office of the CFO This IDC Perspective discusses the importance of corporate strategy to not only the company but also the office of the CFO. The document discloses what can happen when there is a lack of corporate strategy. It provides the process outlin ... Read More
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Digital Payments in Retail: Streamlining the Omni-Channel Customer Journey
Digital Payments in Retail: Streamlining the Omni-Channel Customer Journey This IDC Perspective explores the transformative impact of digital payment methods on the retail landscape, delving into the widespread adoption of existing and emerging technologies, their implications for consumer behavior, ... Read More
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A Review of EMEA Telecom Customer Experience Platforms
A Review of EMEA Telecom Customer Experience Platforms This IDC Market Perspective provides an in-depth analysis of the telecom customer experience platform, focusing on the industry's efforts to improve customer service amid revenue stagnation and technological disruption. It highlights the role of ... Read More
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Artificial Intelligence in Telecommunications — Episode AI: A New Hope
Artificial Intelligence in Telecommunications — Episode AI: A New Hope This IDC Market Perspective presents AI use cases across those telecom operating domains from around the world to provide insights to Canadian telecom service providers on the opportunities to be had from further investments in A ... Read More
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IDC PeerScape: Practices to Optimize Omni-Channel Order Orchestration and Fulfillment
IDC PeerScape: Practices to Optimize Omni-Channel Order Orchestration and Fulfillment This IDC PeerScape is part 2 of a two-part series that aims to home in on specific practices that retailers can enable through improved processes and technology to improve customer experience, profitability, and su ... Read More
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Attaining Experiential Value Parity with Customers Will Forge the Path Forward to Profitable Growth
Attaining Experiential Value Parity with Customers Will Forge the Path Forward to Profitable Growth This IDC Perspective emphasizes the importance of achieving customer value parity for businesses to thrive and grow profitably. It highlights the need for companies to focus on delivering empathetic c ... Read More
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From GenAI to Data, Loyalty, and Personalization: Key Insights From NRF and Strategic Considerations on Retail Customer Experience in 2024
From GenAI to Data, Loyalty, and Personalization: Key Insights From NRF and Strategic Considerations on Retail Customer Experience in 2024 This IDC Perspective presents key insights into and strategic considerations regarding retail CX from NRF24. The NRF Retail Big Show 2024 emphasized the growing ... Read More
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Red Hat's Partner Program Investments Focus on Improved Engagement and Enhanced Customer Experience
Red Hat's Partner Program Investments Focus on Improved Engagement and Enhanced Customer Experience This IDC Market Note analyzes recent modifications to Red Hat's global partner engagement model and program framework designed to drive a globally consistent and simplified partner experience. Highlig ... Read More
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IDC PeerScape: Best Practices for Using Frontline Workforce Engagement Technology in Retail
IDC PeerScape: Best Practices for Using Frontline Workforce Engagement Technology in Retail This IDC PeerScape looks at how leading retail brands have been successfully using frontline workforce engagement technology to retain, train, and empower their employees and solve operational problems. Retai ... Read More
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Siemens, Salesforce Partnership to Drive Customer-Centric Servitization in Manufacturing
Siemens, Salesforce Partnership to Drive Customer-Centric Servitization in Manufacturing This IDC Market Note discusses the recently announced partnership between Siemens and Salesforce to integrate functionalities of their respective product life-cycle management (PLM) and customer relationship man ... Read More
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Worldwide Enterprise Communities Applications Forecast, 2023–2027: Fans for Brands, Not Just Customers
Worldwide Enterprise Communities Applications Forecast, 2023–2027: Fans for Brands, Not Just Customers This IDC study discusses the worldwide enterprise communities applications market for the 2023–2027 forecast period. Communities are as old as people and evoke a sense of identity and belonging. Th ... Read More
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Sales Force Productivity and Performance Market Dynamics and Vendors for 2024
Sales Force Productivity and Performance Market Dynamics and Vendors for 2024 This IDC Market Perspective examines new developments and trends that will continue to impact the sales force productivity and performance market in 2024. It also provides a non-exhaustive list of vendors that encapsulate ... Read More
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What the CFO Persona and Their Delegates Are Looking for in Software Applications for 2024 and Beyond
What the CFO Persona and Their Delegates Are Looking for in Software Applications for 2024 and Beyond This IDC Market Perspective shares insight into what CFOs and their offices will be looking for in their evaluations of software in 2024. In our recent IDC 2023 CFO survey, we received feedback on w ... Read More
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Revolutionizing the Digital Landscape: A Deep Dive into Logo’s Cutting-Edge Solutions and Customer-Centric Services
Revolutionizing the Digital Landscape: A Deep Dive into Logo’s Cutting-Edge Solutions and Customer-Centric Services This IDC Vendor Profile focuses on Logo and its products and services, strategy, and outlook for growth. It covers how the vendor has emerged as the leader in the enterprise applicatio ... Read More
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