CRM & Customer Service market research reports by IDC

• 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

• European CRM Applications Forecast, 2022-2026

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

  European CRM Applications Forecast, 2022-2026 This IDC study analyzes and sizes the European CRM applications market for 2021 and provides forecasts for 2022-2026. IDC divides the CRM applications market into the six functional markets — advertising, contact center, customer service, digital commerc ... Read More

• Worldwide Marketing Campaign Management Software Market Shares, 2021: Midmarket Gets Big Money

  Jun 23, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Marketing Campaign Management Software Market Shares, 2021: Midmarket Gets Big Money This IDC study presents an estimation of the worldwide marketing campaign management software market for 2021."The transformational impact of customer experience on marketing infrastructure is far ahead of ... Read More

• Pandora Drives Revenue Growth and CX Improvement Through Digital-Enabled Business Transformation

  Jun 20, 2022  |  Published by: IDC  |  USD 4,500

  Pandora Drives Revenue Growth and CX Improvement Through Digital-Enabled Business Transformation This IDC Perspective provides insights into Pandora's digital-enabled business transformation. Danish jewelry giant Pandora was already embarking on a major technology and business transformation — Progr ... Read More

• Worldwide Customer Relationship Management Applications Software Market Shares, 2021: Salesforce Continues to Lead the Growth Across CRM Applications

  Jun 17, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Relationship Management Applications Software Market Shares, 2021: Salesforce Continues to Lead the Growth Across CRM Applications This IDC study provides an analysis of vendor performance in the customer relationship management applications software market for 2021, valued at $64 ... Read More

• Infobip — Enabling the Future of Communications

  Jun 15, 2022  |  Published by: IDC  |  USD 3,500

  Infobip — Enabling the Future of Communications This IDC Vendor Profile analyzes Infobip, a company competing in the cloud communications platform services segment. It provides insight into Infobip's communication platform solutions stack, which includes telco, developer, and business use case solut ... Read More

• Utilities Charging the Net-Zero Economy: Highlights from the IDC European Utilities Summit 2022

  Jun 15, 2022  |  Published by: IDC  |  USD 4,500

  Utilities Charging the Net-Zero Economy: Highlights from the IDC European Utilities Summit 2022 This IDC Perspective outlines some of the topics discussed at the 10th IDC European Utilities Executive Summit, hosted in Marbella by IDC Energy Insights, on May 9 and 10, 2022. "With ongoing disruption t ... Read More

• Worldwide Customer Relationship Management Applications Software Forecast, 2022–2026

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

  Worldwide Customer Relationship Management Applications Software Forecast, 2022–2026 This IDC study provides the worldwide customer relationship management applications software forecast for 2022–2026."In-person customer interactions became a secondary channel and digital interactions became the pri ... Read More

• IDC Perspective: Redefining User Experience: Evolving Requirements and the Role of Data in Driving Real-Time Hyper-Personalized Engagement

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

  IDC Perspective: Redefining User Experience: Evolving Requirements and the Role of Data in Driving Real-Time Hyper-Personalized Engagement This IDC Perspective presents a progressive view for enterprises to reorganize their CX strategy and align it according to the needs in the post pandemic era. Hy ... Read More

• European CRM Application Market Shares, 2021: Salesforce Dominates While Microsoft Climbs

  Jun 08, 2022  |  Published by: IDC  |  USD 4,500

  European CRM Application Market Shares, 2021: Salesforce Dominates While Microsoft Climbs This IDC Market Share study examines the CRM applications market for 2019-2021 as well as the revenue and market shares of the leading vendors in 2020. This study includes tables and charts mapping the market s ... Read More

• Customer Experience: Removing Friction to Enable the Conversation — Agent and Customer Authentication

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

  Customer Experience: Removing Friction to Enable the Conversation — Agent and Customer Authentication This IDC Perspective looks at the future of customer experience from a specific lens of technology — that of authentication to help managers focus on removing the friction that impedes customer conv ... Read More

• IDC Perspective: Benchmarks for Contact Center Key Performance Indicators

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

  IDC Perspective: Benchmarks for Contact Center Key Performance Indicators This IDC Perspective draws from multiple IDC data sources to shed light on essential contact center key performance indicators (KPIs) and benchmarks."Tracking standard contact center KPIs that align with your business goals is ... Read More

• Key Factors to Optimize Revenue Return from Investing in Customer Experience Improvement

  May 23, 2022  |  Published by: IDC  |  USD 4,500

  Key Factors to Optimize Revenue Return from Investing in Customer Experience Improvement This IDC Market Perspective analyzes key factors that impact the business value in terms of the return on revenue organizations experience from investing in improving their customer experience (CX). These range ... Read More

• Reframing the Digital-First Customer Journey: Key Takeaways from IDC's Global CIO Advisory Board — April 2022 Edition

  May 20, 2022  |  Published by: IDC  |  USD 4,500

  Reframing the Digital-First Customer Journey: Key Takeaways from IDC's Global CIO Advisory Board — April 2022 Edition This IDC Market Perspective focuses on reframing the digital-first customer journey. Drawing from the CIO Advisory Board discussion held in April 2022 and moderated by IDC, this IDC ... Read More

• Adobe Leverages its Customer Journey and CDP Plays

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

  Adobe Leverages its Customer Journey and CDP Plays This IDC Market Note presents IDC's opinions on Adobe's approach to personalization at scale, presented at its 2022 summit. Adobe presents its Experience Cloud platform as both a modular and an end-to-end suite of tools, featuring Real-Time CDP, Jou ... Read More

• IDC Perspective: Enablement and Engagement Technologies Lead Sales Tech Spend Priority

  May 16, 2022  |  Published by: IDC  |  USD 4,500

  IDC Perspective: Enablement and Engagement Technologies Lead Sales Tech Spend Priority This IDC Market Perspective examines the priorities of sales technology investments for enterprises and identifies opportunities for sales enablement and engagement vendors to continue to provide value."The move t ... Read More

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