CRM & Customer Service market research reports by IDC

• IDC PeerScape: Lessons Learned in Measuring Customer Experience

  Sep 29, 2023  |  Published by: IDC  |  USD 7,500

  IDC PeerScape: Lessons Learned in Measuring Customer Experience This IDC PeerScape will describe how a digital leader measures customer experience value and how two other highly respected traditional businesses are adopting many of these customer-centric measurement best practices.There are three k ... Read More

• Worldwide Customer Service Applications Software Forecast, 2023-2027: Growth Remains in Double Digits Despite Economic Concerns

  Sep 28, 2023  |  Published by: IDC  |  USD 7,500

  Worldwide Customer Service Applications Software Forecast, 2023-2027: Growth Remains in Double Digits Despite Economic Concerns This IDC study provides an updated market forecast for the worldwide customer service applications software market from 2023 to 2027."IDC survey research data reveals that ... Read More

• Bloomreach Clarity: Taking Conversational Marketing and Commerce to the Next Level

  Sep 27, 2023  |  Published by: IDC  |  USD 2,500

  Bloomreach Clarity: Taking Conversational Marketing and Commerce to the Next Level This IDC Market Note discusses Bloomreach Clarity, an app for brands to build generative AI (GenAI) agents. Bloomreach recently announced a new conversational commerce capability called Clarity. Clarity is a solution ... Read More

• Analysis of Finance Global Business Service Organizations

  Sep 27, 2023  |  Published by: IDC  |  USD 7,500

  Analysis of Finance Global Business Service Organizations This IDC Market Perspective examines global organizations that use the global business services (GBS) model, specifically looking at the adoption of GBS by industry, the type and number of functions supported, years in establishment, and ser ... Read More

• Worldwide Customer Service Applications Software Market Shares, 2022: The Leaders Continue to Lead

  Sep 11, 2023  |  Published by: IDC  |  USD 7,500

  Worldwide Customer Service Applications Software Market Shares, 2022: The Leaders Continue to Lead This IDC study examines the customer service applications market for 2020–2023. Revenue and market share of the leading vendors are provided for 2022. "While the customer service applications market ex ... Read More

• Simplr: Generative AI-First Approach to Customer Service for Enterprise Brands

  Sep 08, 2023  |  Published by: IDC  |  USD 7,500

  Simplr: Generative AI-First Approach to Customer Service for Enterprise Brands This IDC Vendor Profile offers an overview of Simplr's AI-first customer service platform including features and benefits. Please Note: Extended description available upon request. ... Read More

• European Contact Center Forecast, 2022–2027

  Sep 05, 2023  |  Published by: IDC  |  USD 7,500

  European Contact Center Forecast, 2022–2027 This IDC Market Forecast examines the European contact center market, with breakdowns for cloud and on-premises applications. It also contains breakdowns by key geography. It outlines major market trends and provides recommendations for market players."Suc ... Read More

• Worldwide Customer Communications Management Software Market Shares, 2022: Economy Impedes Communications Modernization

  Aug 29, 2023  |  Published by: IDC  |  USD 7,500

  Worldwide Customer Communications Management Software Market Shares, 2022: Economy Impedes Communications Modernization This IDC study contains estimated vendor shares for the customer communications management market based on calendar year 2022 software revenue."The economic challenges of 2022 sa ... Read More

• Japan CRM Application Shares, 2022: Advancement of Digital CX with a Data-Driven Approach

  Aug 17, 2023  |  Published by: IDC  |  USD 7,500

  Japan CRM Application Shares, 2022: Advancement of Digital CX with a Data-Driven Approach This IDC study provides an analysis of the market share based on vendor revenue performance in the Japan customer relationship management (CRM) applications market in 2022. IDC categorized the Japan CRM applica ... Read More

• The Collections Function of the Future — A Customer-Centric Approach

  Aug 09, 2023  |  Published by: IDC  |  USD 7,500

  The Collections Function of the Future — A Customer-Centric Approach This IDC Perspective examines the need for lenders to adapt to a new environment with customer-centric models that are compliant and achieve high overdue-payment recovery rates."With regulations on collections evolving and impactin ... Read More

• CCaaS and CPaaS: Coexistence and Convergence

  Aug 03, 2023  |  Published by: IDC  |  USD 7,500

  CCaaS and CPaaS: Coexistence and Convergence This IDC Perspective highlights the ongoing transformation of customer engagement, given the convergence of contact center-as-a-service (CCaaS) and communications platform-as-a-service (CPaaS) stacks, toward driving customer experience. "As the contact ce ... Read More

• European CRM Application Market Shares, 2022: A Buoyant CRM Market as CX Remains the Top Enterprise Priority

  Jul 31, 2023  |  Published by: IDC  |  USD 7,500

  European CRM Application Market Shares, 2022: A Buoyant CRM Market as CX Remains the Top Enterprise Priority This IDC Market Share analyzes the CRM software market for 2020 to 2022, breaking down the revenue and market shares of leading vendors in sales, marketing, advertising, digital commerce, cus ... Read More

• Worldwide Contact Center Applications Software Forecast, 2023–2027: Crossing Over 50% into Cloud

  Jul 31, 2023  |  Published by: IDC  |  USD 7,500

  Worldwide Contact Center Applications Software Forecast, 2023–2027: Crossing Over 50% into Cloud This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2023 to 2027."As the world steps away from being in a global health pandemic, the sof ... Read More

• IDC PlanScape: Revenue Operations and Intelligence for Predictable Revenue Growth and a Seamless Customer Experience

  Jul 28, 2023  |  Published by: IDC  |  USD 7,500

  IDC PlanScape: Revenue Operations and Intelligence for Predictable Revenue Growth and a Seamless Customer Experience This IDC PlanScape provides a framework for how organizations can embrace revenue operations and intelligence to increase cross-departmental collaboration, drive predictable revenue, ... Read More

• IDC PlanScape: Digital Resilience for Insurance Organizations

  Jul 28, 2023  |  Published by: IDC  |  USD 7,500

  IDC PlanScape: Digital Resilience for Insurance Organizations This IDC PlanScape presents insurance organizations with a practical framework to achieve resilient enterprisewide operations. It provides comprehensive guidelines, phases, themes, and activities for business and technology leaders to enh ... Read More

• Significant Vendor Announcements in VOC

  Jul 24, 2023  |  Published by: IDC  |  USD 2,500

  Significant Vendor Announcements in VOC This IDC Market Note reviews announcements made recently in the voice of the customer (VOC) applications market. "VOC vendors continue to push for differentiation with ease of use of AI in their offerings," says Lou Reinemann, research director, Voice of the C ... Read More

• IDC PlanScape: The Retail CRM Platform

  Jul 20, 2023  |  Published by: IDC  |  USD 7,500

  IDC PlanScape: The Retail CRM Platform This IDC PlanScape explores how retail businesses can enhance customer satisfaction, build long-term relationships, and drive sales growth by leveraging CRM platforms."In today's fiercely competitive retail landscape, CRM platforms have emerged as indispensable ... Read More

• Meralco's CX Transformation: Nurturing Customer Relationships and Trust While Promoting Online Journeys

  Jul 20, 2023  |  Published by: IDC  |  USD 7,500

  Meralco's CX Transformation: Nurturing Customer Relationships and Trust While Promoting Online Journeys This IDC Perspective focuses on the Philippine power utility, Meralco, and its customer experience transformation journey, which started in 2016, but was jolted by the COVID-19 pandemic. Meralco's ... Read More

• Game On in Las Vegas as Verint Pushes to Close the Engagement Gap with Growing CX Automation Announcements

  Jul 19, 2023  |  Published by: IDC  |  USD 2,500

  Game On in Las Vegas as Verint Pushes to Close the Engagement Gap with Growing CX Automation Announcements This IDC Market Note discusses announcements and innovations presented at the Verint Engage 2023 user conference held in Las Vegas in June 2023. Key themes at the event were the use of artifici ... Read More

• Japan CX/CRM Applications Forecast, 2023–2027

  Jul 06, 2023  |  Published by: IDC  |  USD 7,500

  Japan CX/CRM Applications Forecast, 2023–2027 This IDC Market Forecast presents the actual revenue for the Japan customer experience (CX) software and customer relationship management (CRM) applications market in 2022 and the forecasts from 2023 to 2027."For the Japan CX software and CRM application ... Read More

• Worldwide Enterprise Infrastructure Workloads Forecast, 2023–2027

  Jun 30, 2023  |  Published by: IDC  |  USD 8,000

  Worldwide Enterprise Infrastructure Workloads Forecast, 2023–2027 This IDC study provides an overview of the market size and forecast for global spending on enterprise infrastructure to power enterprise workloads. Suppliers of server and storage systems, cloud service providers that offer infrastru ... Read More

• The Price of Loyalty: Incentives

  Jun 30, 2023  |  Published by: IDC  |  USD 7,500

  The Price of Loyalty: Incentives This IDC Perspective looks at incentives including price incentives, metrics, and the cost to do business with loyalty programs. Retail loyalty programs permeate a majority of retailers that have invested in and implemented a loyalty program as a top marketing initia ... Read More

• IDC PeerScape: Best Practices to Personalize Digital CX in Hospitality and Travel

  Jun 30, 2023  |  Published by: IDC  |  USD 7,500

  IDC PeerScape: Best Practices to Personalize Digital CX in Hospitality and Travel This IDC PeerScape examines several best practices for blending personalization into the digital customer experience."Hospitality and travel experiences are shifting to become digital first as guests expect and demand ... Read More

• IDC PlanScape: Customer Loyalty in Retail

  Jun 30, 2023  |  Published by: IDC  |  USD 7,500

  IDC PlanScape: Customer Loyalty in Retail This IDC PlanScape analyzes the various facets of retail loyalty, from the viewpoint of companies and consumers in terms of tools and competitive advantages generated through fostering commitment and customer connection."Loyalty programs, when translated int ... Read More

• Salesforce: Empowering Personalized Experiences with Marketing and Commerce GPT

  Jun 30, 2023  |  Published by: IDC  |  USD 2,500

  Salesforce: Empowering Personalized Experiences with Marketing and Commerce GPT This IDC Market Note discusses the announcement made in Salesforce's Connections event on June 7‒8, 2023, for marketing and commerce professionals. The company launched its generative AI (GenAI) products: Marketing GPT a ... Read More

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