Category: CRM & Customer Service
CRM & Customer Service market research reports by IDC
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Best Practices in Developing Telco B2B Customer Loyalty in EMEA
Best Practices in Developing Telco B2B Customer Loyalty in EMEA This IDC Perspective discusses EMEA telco B2B loyalty programs and the role they play in the industry's future. It will be increasingly important for EMEA telcos to actively manage B2B loyalty as their customer and partner ecosystems be ... Read More
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Worldwide Contact Center Applications Software Market Shares, 2022: CCaaS Turns the Heat Up
Worldwide Contact Center Applications Software Market Shares, 2022: CCaaS Turns the Heat Up This IDC study presents the worldwide contact center applications software market size and 2022 revenue market shares by vendor."The public cloud, or CCaaS, portion of the contact center market has officially ... Read More
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How Will GenAI Impact VOC Programs and Applications
How Will GenAI Impact VOC Programs and Applications This IDC Perspective discusses the impact and importance of artificial intelligence (AI) and specifically generative artificial intelligence (GenAI) on voice-of-the-customer programs and vendor applications. Discussed are the trends being seen and ... Read More
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SAP Sapphire Barcelona 2023: Three Takeaways
SAP Sapphire Barcelona 2023: Three Takeaways This IDC Market Perspective summarizes three takeaways from SAP Sapphire Barcelona 2023, held on June 1 and 2, 2023."SAP has simplified its cloud ERP options, revitalized the case for ERP modernization, and infused new goals into its 'Intelligent Enterpri ... Read More
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A Telco Outlook on Generative AI
A Telco Outlook on Generative AI This IDC Market Note reviews the current expected use cases and impact of generative AI in the telecoms sector, reflecting on the past six months of industry discussions and considerations for using generative AI — and AI in general — in the telecoms industry. Please ... Read More
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Aptos Engage and Revionics Insight: Unified Retail
Aptos Engage and Revionics Insight: Unified Retail This IDC Market Note covers the recent Aptos Engage 2023 and Revionics Insight 2023 customer and analyst event held in Las Vegas, Nevada, from May 16 to 19, 2023. Aptos continues to display leadership in omni-channel retail solutions, with Revionics ... Read More
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European Contact Center Market Shares, 2022: Vendors Shaping 2022
European Contact Center Market Shares, 2022: Vendors Shaping 2022 The IDC Market Share study examines the European contact center vendor landscape, looking at market competition and how players are differentiating their services through innovations. "Contact center is a very dynamic space that can e ... Read More
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Worldwide Enterprise Performance Management Applications Market Shares, 2022: Navigating Uncertainty Through Data-Driven Planning, Scenario Evaluation, and Analysis
Worldwide Enterprise Performance Management Applications Market Shares, 2022: Navigating Uncertainty Through Data-Driven Planning, Scenario Evaluation, and Analysis This IDC study discusses the market sizing and vendor shares of the EPM applications market, including vendor revenue for 2020–2022 an ... Read More
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Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience
Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience This IDC Perspective explores the topic of customer trust, which is an outcome of the use of technologies in the Future of Customer Experience framework that deliver real-time contextual awareness for consistent ... Read More
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Augmented Reality Applications for Cost-Effective Service Delivery and Value-Added Customer Experience
Augmented Reality Applications for Cost-Effective Service Delivery and Value-Added Customer Experience This IDC Market Perspective reviews how augmented reality (AR) is being used to benefit service providers and their customers. Leading print market players are squeezing print-related service margi ... Read More
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Unifying the Customer Experience: The Power of Omni-Channel Collaboration
Unifying the Customer Experience: The Power of Omni-Channel Collaboration The ever-evolving customer experience (CX) space has brought in changes in modes of communications. Long gone are the days when customers can connect with the brand through phone calls, SMS, and emails only. Customers want two ... Read More
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Sprinklr: Breaking Out of the Mold of a Social Suite to Orchestrate Whole Journey Customer Engagement
Sprinklr: Breaking Out of the Mold of a Social Suite to Orchestrate Whole Journey Customer Engagement This IDC Market Note discusses Sprinklr's first ever analyst summit, which was held in Dubai, the United Arab Emirates, from April 25 to 28. This one-of-a-kind event included a curated list of about ... Read More
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Worldwide Sales Acceleration Software Market Shares, 2022: Growth Spurred by Demands for Efficiency and Productivity
Worldwide Sales Acceleration Software Market Shares, 2022: Growth Spurred by Demands for Efficiency and Productivity This IDC study contains vendor shares for the sales acceleration software market for 2021 and 2022. It includes commentary on growth of the market and emerging trends and provides act ... Read More
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Worldwide Sales Readiness Software Forecast, 2023–2027: The Need for Efficient Sales Training and Enablement Continues to Drive Market Growth
Worldwide Sales Readiness Software Forecast, 2023–2027: The Need for Efficient Sales Training and Enablement Continues to Drive Market Growth This IDC study provides the worldwide forecast for the sales readiness software market"There is a substantial amount of functional overlap between the solutio ... Read More
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Worldwide Sales Acceleration Software Forecast, 2023–2027
Worldwide Sales Acceleration Software Forecast, 2023–2027 This IDC study provides a sizing of the sales acceleration software market in 2022 and a 2023–2027 forecast for this market. Historical and forecast revenue data is shown for the total worldwide market and by geographic region broken out by d ... Read More
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Worldwide Marketing Campaign Management Software Forecast, 2023–2027
Worldwide Marketing Campaign Management Software Forecast, 2023–2027 This IDC study presents a five-year forecast for the worldwide marketing campaign management software market."Chat-based AI changes everything," said Gerry Murray, research director of IDC's Marketing Automation Technology research ... Read More
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Web Accessibility: Preparing for Compliance in 2025 Brings an Intersection of DEI and Customer Experience
Web Accessibility: Preparing for Compliance in 2025 Brings an Intersection of DEI and Customer Experience This IDC Perspective looks at the level of digital accessibility needed today to address regional regulations for people with disabilities or other impairments affecting equal access, navigation ... Read More
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Worldwide Sales Readiness Software Market Shares, 2022: Organizations Prioritize Sales Preparedness
Worldwide Sales Readiness Software Market Shares, 2022: Organizations Prioritize Sales Preparedness This IDC study contains vendor shares for the sales readiness software market for 2021–2022. It includes commentary on the growth of the market and emerging trends and provides actionable advice for t ... Read More
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The Effects of an "Inverted Perspective" Approach on Retail Customer Experience
The Effects of an "Inverted Perspective" Approach on Retail Customer Experience This IDC Perspective explores how alternative approaches to retail value chain management and process organization can positively affect customer experience, referencing key use cases and indicating how an appropriate ba ... Read More
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The Moments That Matter: Use Customer Data to Drive the Right Customer Experience and Increase Revenue and Market Share
The Moments That Matter: Use Customer Data to Drive the Right Customer Experience and Increase Revenue and Market Share This IDC Perspective breaks down a few critical customer interactions into the moments that matter, bringing straightforward advice on how to relook at what matters in the digital ... Read More
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e& enterprise's Analyst Day, 2023: On the Journey from Telco to Techco
e& enterprise's Analyst Day, 2023: On the Journey from Telco to Techco This IDC Market Note provides IDC's key opinions and impressions of e& enterprise's Analyst Day held exclusively for IDC on March 20, 2023."For over a decade, we have witnessed the efforts of telecom operators around the glob ... Read More
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Driving Better Customer Service Outcomes with the Application of Technology in Logistics in Asia/Pacific
Driving Better Customer Service Outcomes with the Application of Technology in Logistics in Asia/Pacific In this IDC Perspective, the requirement for supply chain participants to face an increasing need to cater to diverse consumer needs while ensuring efficient and cost-effective supply chain opera ... Read More
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Future of Customer Experience: Who Do Enterprises See as Their Most Strategic Partner for CX Transformation?
Future of Customer Experience: Who Do Enterprises See as Their Most Strategic Partner for CX Transformation? This IDC Market Perspective covers the factors that will most impact future CX transformation with the shift to digital business models, where enterprises are seeking help and, crucially, who ... Read More
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Asia/Pacific CRM Application Market Shares, 1H22: Salesforce Dominates While Shopify Climbs
Asia/Pacific CRM Application Market Shares, 1H22: Salesforce Dominates While Shopify Climbs This IDC study examines the CRM applications software market for 1H21—1H22. The revenue and market share of the leading vendors are provided for the first half of 2022 (January—June 2022). "Moving into the er ... Read More
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Buyer Case Study: Customer Experience Transformation — A Top Business Priority for Federal Bank
Buyer Case Study: Customer Experience Transformation — A Top Business Priority for Federal Bank This IDC Perspective examines how Federal Bank, one of the leading midsize private banks in India, embarked on a customer experience (CX) transformation journey and how Infosys, a global IT and outsourcin ... Read More
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