Category: CRM & Customer Service
CRM & Customer Service market research reports by IDC
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What We Learned About Retail Experiential Operations at the 2023 NRF Big Show
What We Learned About Retail Experiential Operations at the 2023 NRF Big Show This IDC Perspective discusses how, despite an anticipated recession and continued disruption from global events, retailers and vendors came to the 2023 NRF Big Show ready to celebrate the ways that technology has transfor ... Read More
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Market Perspective: Healthtech DNBs in India and Opportunities for IT Providers
Market Perspective: Healthtech DNBs in India and Opportunities for IT Providers The COVID-19 pandemic accelerated the development of healthtech by opening new opportunities and scope for growth. This report presents current opportunities for healthtech digital-native businesses (DNBs) and opportunit ... Read More
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Firms Make Progress in Resolving Customer Data Silos, But the Lack of Enterprise Customer Centricity Remains Unaddressed
Firms Make Progress in Resolving Customer Data Silos, But the Lack of Enterprise Customer Centricity Remains Unaddressed This IDC Market Perspective offers a perspective on customer experience challenges enterprises face with their CX improvement efforts. The analysis is based on data from IDC's Fut ... Read More
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Intelligent Retail Decision Making at NRF 2023
Intelligent Retail Decision Making at NRF 2023 This IDC Perspective covers the direction of intelligent retail at NRF 2023: Retail's Big Show has been a staple fixture in the retail market every year. In the past few years, artificial intelligence (AI) has become a noticeable feature at the show. Th ... Read More
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Highlights from NRF 2023: Retail's Big Show
Highlights from NRF 2023: Retail's Big Show This IDC Perspective reviews key trends and technology innovations that were highlighted at NRF 2023: Retail's Big Show — held January 15–17, 2023, in New York City, which attracted over 35,000 attendees across the industry, double the number seen last yea ... Read More
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IDC PlanScape: Future of Customer Experience — Implementing Customer Experience Suites Using a CX Services Partner
IDC PlanScape: Future of Customer Experience — Implementing Customer Experience Suites Using a CX Services Partner This IDC PlanScape provides insight into the advantages of using a professional services vendor to help an organization plan and execute a business project that involves implementation ... Read More
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Monitoring Kyndryl's Performance in 2023
Monitoring Kyndryl's Performance in 2023 This IDC Market Note monitors Kyndryl's performance. In 2023, IDC is initiating ongoing coverage of Kyndryl with respect to financial performance as the company has an outsized presence in the markets it competes and partners in. Kyndryl identified several st ... Read More
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Bigtincan Extends Revenue Intelligence Capabilities with Acquisition of SalesDirector.ai
Bigtincan Extends Revenue Intelligence Capabilities with Acquisition of SalesDirector.ai This IDC Market Note highlights Bigtincan's acquisition of SalesDirector.ai, announced on December 28, 2022. This document also examines some of the trends within sales enablement and how Bigtincan's acquisition ... Read More
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Trends in Collaboration, Communities, Conferencing, and Events
Trends in Collaboration, Communities, Conferencing, and Events This IDC Perspective looks at the continued evolution and growth of collaborative platforms including team collaboration applications, conferencing, enterprise communities, and virtual events, with a focus on what the enterprise needs t ... Read More
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Can Open AI's GPT-3 or ChatGPT Provide Customer Service, Write Blog Posts, and Personalize eCommerce Shopping for Your Customers?
Can Open AI's GPT-3 or ChatGPT Provide Customer Service, Write Blog Posts, and Personalize eCommerce Shopping for Your Customers? This IDC Perspective discusses about the ChatGPT technologies. Chatbots like ChatGPT have not traditionally been used as shopping assistants in ecommerce, but the prospec ... Read More
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Revenue Enablement as the Next Step in the Enablement Journey
Revenue Enablement as the Next Step in the Enablement Journey This IDC Perspective provides an overview of revenue enablement, how it differs from sales enablement, and provides key considerations for tech buyers looking to implement a revenue enablement framework within their organization. "Revenu ... Read More
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KPN Industry Analyst Day 2022
KPN Industry Analyst Day 2022 This IDC Market Note provides highlights from the KPN Industry Analyst Day that took place on October 4, in Zoetermeer, the Netherlands. During the event, KPN's executives provided a comprehensive overview of the business year to date and laid out the service provider's ... Read More
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Salesforce Vendor Profile — How Salesforce Engages with Digital-Native Businesses and Accelerates Growth
Salesforce Vendor Profile — How Salesforce Engages with Digital-Native Businesses and Accelerates Growth This IDC Vendor Profile covers a vendor's digital-native, start-up, and scale-up engagement models from three different perspectives: its corporate venture arm, the partner perspective, and the c ... Read More
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Telco OSS/BSS Strategies to Improve CX Beyond Digital-First Investments
Telco OSS/BSS Strategies to Improve CX Beyond Digital-First Investments This IDC Market Perspective covers OSS/BSS investments that telcos are making across 2022 and 2023 to improve their customer experience and drive better customer outcomes. It also highlights the storytelling required to make CSP ... Read More
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Kroger's Customer-First Strategy: Rewarding Loyal Customers With Personalized Communication to Enhance Contextual CX
Kroger's Customer-First Strategy: Rewarding Loyal Customers With Personalized Communication to Enhance Contextual CX This IDC Perspective presents the case study of U.S. food and grocery retailer Kroger and how its loyalty program strategy brought back more personalized communications and offerings ... Read More
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Five Key Takeaways from AWS re:Invent 2022 That Retailers and CPG Companies Should Consider
Five Key Takeaways from AWS re:Invent 2022 That Retailers and CPG Companies Should Consider The IDC Retail Insights team attended AWS re:Invent 2022, held in Las Vegas from November 28 to December 2. "A key message from the event was the importance of an industry-specific focus in order to understan ... Read More
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Worldwide Subscription Management Applications Forecast, 2022–2026
Worldwide Subscription Management Applications Forecast, 2022–2026 This IDC study provides an initial forecast for the worldwide subscription management applications revenue through 2026."As the global economy shifts toward selling ongoing services, companies will need subscription management solut ... Read More
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IDC PeerScape: Point-of-Sale Practices to Address Evolving Shopper Expectations
IDC PeerScape: Point-of-Sale Practices to Address Evolving Shopper Expectations This IDC PeerScape examines challenges retailers are encountering in ensuring customer engagement amid the changing expectations and behaviors of the new omni-channel shopper. Shoppers have new expectations for a customi ... Read More
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The Unified Content Model — A Modern Approach for the Digital-First Business
The Unified Content Model — A Modern Approach for the Digital-First Business This IDC Market Perspective covers the evolving market of business and persuasive content in enterprises. It offers a new approach to the content supply chain — the Unified Content Model — for enterprises to optimize how co ... Read More
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Twilio Targets Customer Engagement with SIGNAL 2022 Announcements
Twilio Targets Customer Engagement with SIGNAL 2022 Announcements This IDC Market Note covers Twilio product announcements and quarterly financial results made during the Twilio SIGNAL 2022 conference, which took place in San Francisco, from November 1 to 3, 2022."Twilio's announcement of Engage's g ... Read More
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IDC PlanScape: Future of Digital Innovation — Managing Customer Entitlements Efficiently
IDC PlanScape: Future of Digital Innovation — Managing Customer Entitlements Efficiently This IDC study examines entitlement management solutions."Companies should consider commercial entitlement management solutions to centralize operations, enable business model agility, reduce revenue leakage, an ... Read More
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Microsoft Takes Aim at Employee Experience with Viva Sales
Microsoft Takes Aim at Employee Experience with Viva Sales This IDC Market Note presents IDC's opinions on Viva Sales, Microsoft's latest addition to its Viva employee experience and engagement platform. Viva Sales aims to streamline processes and reduce time spent on administrative tasks, with a vi ... Read More
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IDC PeerScape: Practices to Build Support and Success for Price Optimization in Retail
IDC PeerScape: Practices to Build Support and Success for Price Optimization in Retail This IDC PeerScape helps retail operational leaders think about key pricing optimization concerns and best practices to address these concerns as pricing capabilities shift. Retailers must respond with data-driven ... Read More
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Traffic Intelligence Offers All Retailers a Path to Understanding and Improving Customer Experience
Traffic Intelligence Offers All Retailers a Path to Understanding and Improving Customer Experience This IDC Perspective discusses how traffic intelligence offers all retailers a path to understanding and improving the customer experience. As edge and cloud technologies bring ecommerce-style analyti ... Read More
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Worldwide Customer Experience Services Market Shares, 2020
Worldwide Customer Experience Services Market Shares, 2020 This IDC study discusses worldwide customer experience services market shares for 2020."The pressure of sudden consumer and business change caused by the COVID-19 pandemic created huge challenges for CX services vendors in what was already a ... Read More
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