CRM & Customer Service market research reports by IDC

• Worldwide Customer Service Applications Software Forecast, 2022-2026

  Sep 28, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Service Applications Software Forecast, 2022-2026 This IDC study provides an updated market forecast for the worldwide customer service applications software market from 2022 to 2026."Customer service applications continue to evolve in the broader customer care applications market ... Read More

• Worldwide Customer Intelligence and Analytics Applications Software Market Shares, 2021: Salesforce, Adobe, and Oracle Remain at the Top

  Sep 27, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Intelligence and Analytics Applications Software Market Shares, 2021: Salesforce, Adobe, and Oracle Remain at the Top This IDC study describes the worldwide customer intelligence and analytics applications software market shares, including the global market size of $26.3 billion a ... Read More

• IDC PlanScape: Retail Customer Analytics and Insights

  Sep 26, 2022  |  Published by: IDC  |  USD 4,500

  IDC PlanScape: Retail Customer Analytics and Insights This IDC study provides a road map for initiating a customer analytics and insights practice by introducing the critical nature of building customer analytics, the cross-functional data orchestration necessary to introduce change, and the startin ... Read More

• Zoho's Growth in the European Market

  Sep 26, 2022  |  Published by: IDC  |  USD 1,500

  Zoho's Growth in the European Market This IDC Market Note presents IDC's opinions on key messages from Zoho's Zoholics UK event in London, held in early September 2022. Its key narrative points include the company's commitment to the European market, its operating model driving commercial competitiv ... Read More

• Worldwide Customer Communications Management Software Market Shares, 2021: Visibility to Customer Satisfaction Rebounds Growth

  Sep 22, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Communications Management Software Market Shares, 2021: Visibility to Customer Satisfaction Rebounds Growth This IDC study contains estimated vendor shares for the customer communications management (CCM) market based on calendar year 2021 software revenue."Companies large and sma ... Read More

• Platform Culture Determines the Performance of Martech Majors and Their Customers

  Sep 16, 2022  |  Published by: IDC  |  USD 1,500

  Platform Culture Determines the Performance of Martech Majors and Their Customers This IDC Market Note addresses the hidden source of fragmentation across the front-office CX tech stacks of major martech/CX vendors. How vendors manage internal front-office product teams determines the level of fragm ... Read More

• IDC PlanScape: Marketplaces for Retailers

  Sep 07, 2022  |  Published by: IDC  |  USD 4,500

  IDC PlanScape: Marketplaces for Retailers This IDC PlanScape explores the characteristics of digital marketplaces as facilitators and robust tools to enhance a brand's online presence, underlying characteristics that make them particularly effective in specific business moments."Marketplaces are one ... Read More

• IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative

  Sep 07, 2022  |  Published by: IDC  |  USD 4,500

  IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative This IDC PeerScape describes practices for developing a successful customer experience initiative."A successful customer experience program goes from first customer touch to customer loyalty to customer service," say ... Read More

• Worldwide Sales Force Productivity and Management Software Forecast, 2022–2026

  Aug 30, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Sales Force Productivity and Management Software Forecast, 2022–2026 This IDC study presents a forecast of the worldwide sales force productivity and management software market for the years 2022–2026. Additional analysis includes the key drivers and inhibitors of the sales force productiv ... Read More

• Japan Unified Communications and Collaborative Workspace Shares, 2021: From Hybrid Work to Omni-Work

  Aug 30, 2022  |  Published by: IDC  |  USD 4,500

  Japan Unified Communications and Collaborative Workspace Shares, 2021: From Hybrid Work to Omni-Work This IDC study provides an analysis of the Japan unified communications (UC) and collaborative workspace market share based on vendor revenue performance in 2021. IDC classifies the market into four ... Read More

• Rethinking Customer Relationships for Broadcom's Acquisition of VMware: Using Facts to Drive a Strategic Partnership

  Aug 10, 2022  |  Published by: IDC  |  USD 4,500

  Rethinking Customer Relationships for Broadcom's Acquisition of VMware: Using Facts to Drive a Strategic Partnership This IDC Market Perspective provides recommendations to Broadcom and VMware customers (and their broader ecosystems) as they consider creating a business partnership over the next sev ... Read More

• The Digital-First CEO: A Pathfinder for the Digital Business

  Aug 02, 2022  |  Published by: IDC  |  USD 4,500

  The Digital-First CEO: A Pathfinder for the Digital Business This IDC Perspective examines the digital-first CEO as pathfinders and gives business leaders and technology suppliers insights into how digital-first CEOs invest differently in digital capabilities and technology. Coming out of the COVID- ... Read More

• Worldwide Conversational AI Tools and Technologies Market Shares, 2021: Conversational AI Hits the Mainstream

  Jul 29, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Conversational AI Tools and Technologies Market Shares, 2021: Conversational AI Hits the Mainstream This IDC study presents a view of worldwide conversational artificial intelligence (AI) tools and technologies revenue broken down by vendor for the calendar year 2021."Following strong grow ... Read More

• Worldwide Customer Data Platform Market Shares, 2021: Stellar CDP Growth Proves Value of Unified Data for CX

  Jul 29, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Data Platform Market Shares, 2021: Stellar CDP Growth Proves Value of Unified Data for CX This IDC study presents the market shares of the top vendors in the worldwide customer data platform (CDP) market valued at $2.2 billion in 2021."The global transition to digital-first or dig ... Read More

• Worldwide Digital Commerce Applications Forecast, 2022–2026: Channels Evolve into Experiential Commerce Wonderland

  Jul 29, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Digital Commerce Applications Forecast, 2022–2026: Channels Evolve into Experiential Commerce Wonderland This IDC study presents a five-year forecast for the worldwide digital commerce applications market."Much of the momentum in digital commerce has been focused on B2B digital transformat ... Read More

• Worldwide Customer Data Platform Applications Software Forecast, 2022-2026: Market Continues Fast Pace to $5.7+ Billion by 2026

  Jul 28, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Data Platform Applications Software Forecast, 2022-2026: Market Continues Fast Pace to $5.7+ Billion by 2026 This IDC study presents the size and growth for the customer data platform (CDP) application software market worldwide."Customer experience is the top business driver for ... Read More

• Future of Customer Experience: Why Professional Services Are Critical to CX

  Jul 27, 2022  |  Published by: IDC  |  USD 4,500

  Future of Customer Experience: Why Professional Services Are Critical to CX This IDC Perspective discusses why professional services are critical to customer experience (CX). Customer experience–related professional services play an important role in helping organizations position their brand and de ... Read More

• Worldwide Contact Center Applications Software Market Shares, 2021: Public Cloud Surges

  Jul 27, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Contact Center Applications Software Market Shares, 2021: Public Cloud Surges This IDC study presents the market size and 2021 contact center applications software revenue market shares by vendor. "The contact center market years of 2020 and 2021 were very much a story directed by the COVI ... Read More

• IDC PlanScape: Future of Customer Experience — Developing a Video Content Strategy

  Jul 26, 2022  |  Published by: IDC  |  USD 4,500

  IDC PlanScape: Future of Customer Experience — Developing a Video Content Strategy This IDC PlanScape provides a framework for how enterprises can adopt video assets into their content marketing strategy and use applied intelligence (customer data insights and AI/ML) to drive the future of personali ... Read More

• Amdocs Customer Engagement Puts Agents at the Center of the Telco Business

  Jul 22, 2022  |  Published by: IDC  |  USD 1,500

  Amdocs Customer Engagement Puts Agents at the Center of the Telco Business This IDC Market Note discusses key highlights of the Amdocs Customer Engagement app, which brings to light the rapidly evolving nature of the contact center space, expected to be more than just about addressing queries and re ... Read More

• PandaConf Marketing Track at Collision 2022 Highlights Market Opportunities, Technology Disruptors, and Overall Industry Optimism

  Jul 19, 2022  |  Published by: IDC  |  USD 1,500

  PandaConf Marketing Track at Collision 2022 Highlights Market Opportunities, Technology Disruptors, and Overall Industry Optimism This IDC Market Note examined the broad themes and industry trends noted from discussions and presentations at the PandaConf track of Collision 2022. The disruptive for ... Read More

• Worldwide Contact Center Applications Software Forecast, 2022–2026: The Transition Continues

  Jul 13, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Contact Center Applications Software Forecast, 2022–2026: The Transition Continues This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2022 to 2026."Contact centers are moving into an innovation stage. While it is one of the ... Read More

• IDC PeerScape: Customer Adventure Practices for Unlocking Loyalty and Long-Term Value

  Jul 07, 2022  |  Published by: IDC  |  USD 4,500

  IDC PeerScape: Customer Adventure Practices for Unlocking Loyalty and Long-Term Value This IDC PeerScape discusses the value that can be unlocked through customer adventures, looking at best-practice examples from enterprises across several industries."Customer journey management is entering the nex ... Read More

• ZoomInfo Cements Its Pivot from Data Provider to Revenue Platform

  Jun 29, 2022  |  Published by: IDC  |  USD 1,500

  ZoomInfo Cements Its Pivot from Data Provider to Revenue Platform This IDC Market Note provides an overview of ZoomInfo's new positioning based on the updates of the company's Analyst Day 2022. ZoomInfo has clearly repositioned itself, moving beyond that of a data vendor to that of a full-blown, mu ... Read More

• The Future of Industries in Latin America

  Jun 28, 2022  |  Published by: IDC  |  USD 4,500

  The Future of Industries in Latin America The future of Latin American industries and organizations looks exciting but still challenging. Most consumers have turned to the Internet for whatever product or service they want; they also want secure payment methods and effective delivery. This translate ... Read More

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