CRM & Customer Service market research reports by IDC

• Verint's Open CCaaS Platform and Bots Take Center Stage at Verint Analyst Days, 2023

  Dec 15, 2023  |  Published by: IDC  |  USD 2,500

  Verint's Open CCaaS Platform and Bots Take Center Stage at Verint Analyst Days, 2023 This IDC Market Note discusses the recent Verint analyst conference held in Scottsdale, Arizona, from November 13 to 15, 2023. Business, product, and strategy road map presentations were given by company executives ... Read More

• Unlocking the Potential of Generative AI in Customer Care Services: Use Cases, Buyer Expectations, and Service Provider Investments

  Dec 12, 2023  |  Published by: IDC  |  USD 7,500

  Unlocking the Potential of Generative AI in Customer Care Services: Use Cases, Buyer Expectations, and Service Provider Investments This IDC Perspective looks at the use of generative AI in customer care business process services. This includes an assessment of use cases/applications, perceived ben ... Read More

• IDC PeerScape: Livestream Shopping in Retail — Practices for Contextualizing Consumer Experience

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

  IDC PeerScape: Livestream Shopping in Retail — Practices for Contextualizing Consumer Experience This IDC PeerScape explores how the rise of livestream shopping in the retail sector can profoundly impact consumer experience."Livestream shopping does not just sell products; it clearly represents a va ... Read More

• Worldwide Customer Relationship Management Applications Software Forecast, 2023-2027: Data in Action Through AI

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

  Worldwide Customer Relationship Management Applications Software Forecast, 2023-2027: Data in Action Through AI This IDC study provides the worldwide customer relationship management applications software forecast for 2022–2027."2023 will be remembered as the year the orientation of customer outreac ... Read More

• The Vital Shift Toward Security and Regulatory Compliance among Retailers in Asia/Pacific

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

  The Vital Shift Toward Security and Regulatory Compliance among Retailers in Asia/Pacific This IDC Perspective explores the retail landscape in Asia/Pacific, stressing the importance of personalized solutions to cater to varied retail needs. In today's fast-changing digital world, protecting custome ... Read More

• HubSpot's Inbound 2023: Bringing AI to the SMB Marketing Masses

  Oct 18, 2023  |  Published by: IDC  |  USD 2,500

  HubSpot's Inbound 2023: Bringing AI to the SMB Marketing Masses This IDC Market Note discusses HubSpot's successfully hosted Inbound 2023, the annual industry event, held both in Boston and online from September 6 to 8, 2023, that drew a live attendance of 12,000 and a substantial online audience, ... Read More

• From Perception to Practice: Revenue Life-Cycle Management, Aligning IT and LOB Priorities, and the Potential Future of RLM

  Oct 12, 2023  |  Published by: IDC  |  USD 7,500

  From Perception to Practice: Revenue Life-Cycle Management, Aligning IT and LOB Priorities, and the Potential Future of RLM This IDC Market Perspective delves into the nuances of differing perspectives based on SaaS customer feedback in IDC's 2023 SaaSPath Survey. In the dynamic world of digital com ... Read More

• Pricing Excellence Buyer Case Study: Spire Healthcare Significantly Improves the Customer and Salesperson Experience While Improving Company Efficiency and Performance with PROS

  Oct 10, 2023  |  Published by: IDC  |  USD 7,500

  Pricing Excellence Buyer Case Study: Spire Healthcare Significantly Improves the Customer and Salesperson Experience While Improving Company Efficiency and Performance with PROS This IDC Perspective discovers the experience that U.K. healthcare provider, Spire Healthcare, had with transforming the w ... Read More

• 10 Key Announcements from Dreamforce 2023

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

  10 Key Announcements from Dreamforce 2023 This IDC Perspective summarizes the key announcements from the Salesforce Dreamforce 2023 event. These include the launch and availability of the Einstein 1 Platform, Einstein Copilot, and Einstein 1 Copilot Studio. It also includes major announcements with ... Read More

• Asia/Pacific (Excluding Japan and China) Customer Experience Services Forecast, 2022–2027

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

  Asia/Pacific (Excluding Japan and China) Customer Experience Services Forecast, 2022–2027 This IDC study provides an analysis of the Asia/Pacific (excluding Japan and China) (APEJC) customer experience services market for the 2023–2027 forecast period."In the dynamic landscape of Asia/Pacific, busin ... Read More

• Worldwide Customer Relationship Management Software Market Shares, 2022: Growth Continues Despite Economic Gloom

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

  Worldwide Customer Relationship Management Software Market Shares, 2022: Growth Continues Despite Economic Gloom This IDC study provides an analysis of vendor performance in the customer relationship management applications software market for 2022, valued at $77.1 billion."The market year 2022 was ... Read More

• 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

• 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

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