CRM market research reports by IDC

• A Deeper Look at VOC 2.0 and Unstructured Data

  Jun 06, 2024  |  Published by: IDC  |  USD 7,500

  A Deeper Look at VOC 2.0 and Unstructured Data This IDC Perspective highlights the potential improvements in VOC implementations, emphasizing the importance of real-time personalized customer experiences. VOC practitioners are encouraged to leverage unstructured data alongside structured data to gai ... Read More

• The NetCo/ServCo Transformation for European Telcos

  May 30, 2024  |  Published by: IDC  |  USD 7,500

  The NetCo/ServCo Transformation for European Telcos This IDC Market Perspective details strategies that European CSPs have been using to navigate a challenging telco landscape, marked by financial pressures and the need to innovate in a highly competitive market. To remain viable and competitive, Eu ... Read More

• IDC PeerScape: Practices to Improve Workforce Experience with Unified Platform Strategies in Hospitality and Travel

  May 28, 2024  |  Published by: IDC  |  USD 7,500

  IDC PeerScape: Practices to Improve Workforce Experience with Unified Platform Strategies in Hospitality and Travel This IDC PeerScape looks at how leading hospitality and travel brands have successfully applied unified platform strategies to achieve business objectives while engaging and empowering ... Read More

• EU AI Act: Summary of Potential Impacts on Digital Commerce, Experience Software, and CX Process Design

  May 28, 2024  |  Published by: IDC  |  USD 7,500

  EU AI Act: Summary of Potential Impacts on Digital Commerce, Experience Software, and CX Process Design This IDC Perspective provides a comprehensive overview of the EU AI Act, detailing its phased implementation, compliance requirements, and penalties for noncompliance. Scheduled to take effect in ... Read More

• Oracle NetSuite Partners Drive "Suite Up" Strategy to Unlock AI Benefits and Enhanced Customer Experience

  May 27, 2024  |  Published by: IDC  |  USD 2,500

  Oracle NetSuite Partners Drive "Suite Up" Strategy to Unlock AI Benefits and Enhanced Customer Experience This IDC Market Note reviews announcements during Oracle SuiteConnect, an event hosted by Oracle NetSuite on April 17, 2024. The event provided an update on NetSuite's EMEA business strategy, pa ... Read More

• Highlights and Insights from Smart Communications INNOVATE Conference 2024

  May 20, 2024  |  Published by: IDC  |  USD 2,500

  Highlights and Insights from Smart Communications INNOVATE Conference 2024 This IDC Market Note highlights the key announcements, topics, and themes from Smart Communications INNOVATE 2024 user event. Businesses must digitally transform customer communications management (CCM) to boost customer sati ... Read More

• Understanding Partner Developments and Opportunities: Highlights From IDC's 1Q24 Partner Advisory Board Session

  May 07, 2024  |  Published by: IDC  |  USD 7,500

  Understanding Partner Developments and Opportunities: Highlights From IDC's 1Q24 Partner Advisory Board Session This IDC Market Perspective summarizes a discussion among partners that joined IDC's quarterly Partner Advisory Board in February 2024. During the discussion, partners from EMEA representi ... Read More

• ETP Group Launches ETP Unify to Expand the Potential of Retail Enterprises with Its Unified Commerce Platform

  Apr 01, 2024  |  Published by: IDC  |  USD 2,500

  ETP Group Launches ETP Unify to Expand the Potential of Retail Enterprises with Its Unified Commerce Platform This IDC Market Note discusses the launch of ETP Unify, a unified commerce platform for retailers, which combines retail and ecommerce capabilities. It highlights the challenges faced by ret ... Read More

• Generative and Predictive AI Use Cases for Customer Data Platforms

  Mar 29, 2024  |  Published by: IDC  |  USD 7,500

  Generative and Predictive AI Use Cases for Customer Data Platforms This IDC Perspective discusses the role of customer data platforms (CDPs) in enhancing customer experiences and the increasing use of generative AI (GenAI) and predictive AI in these platforms. It highlights the importance of CDPs in ... Read More

• RingCentral Shifting from Unified Communications to Unified Intelligent Experience

  Mar 26, 2024  |  Published by: IDC  |  USD 2,500

  RingCentral Shifting from Unified Communications to Unified Intelligent Experience This IDC Market Note discusses RingCentral's shift from unified communications to unified intelligent experience, as announced during its Analyst Summit 2024. The company plans to extend its market to include events, ... Read More

• What Should Chief Marketing Officers Seek from Customer Experience Services Vendors in 2024?

  Mar 26, 2024  |  Published by: IDC  |  USD 7,500

  What Should Chief Marketing Officers Seek from Customer Experience Services Vendors in 2024? This IDC Perspective highlights the importance of having positive customer experience (CX) that could set a business apart from its competitors, especially in a very crowded market. In the era defined by dat ... Read More

• Customer Experience Design and Build for Optimal Customer Journeys: Innovation Case Studies

  Mar 21, 2024  |  Published by: IDC  |  USD 2,500

  Customer Experience Design and Build for Optimal Customer Journeys: Innovation Case Studies This IDC Market Note discusses the importance of understanding how a customer interacts with a brand on each step of their journey, allowing brands to recognize the actions and approaches needed to be taken a ... Read More

• Brand Trust and the Future Consumer

  Mar 15, 2024  |  Published by: IDC  |  USD 7,500

  Brand Trust and the Future Consumer This IDC Market Perspective looks at consumer brand sentiment in the United States. It ranks the key attributes of consumer brands that influence sentiment, highlights how U.S. consumers view leading technology brands, and assesses the impact of generational diffe ... Read More

• AWS re:Invent 2023: Compound Innovation for ISV Partners

  Mar 14, 2024  |  Published by: IDC  |  USD 2,500

  AWS re:Invent 2023: Compound Innovation for ISV Partners This IDC Market Note highlights the announcements that can transform how ISVs build, market, and sell SaaS applications, including CodeWhisperer, Amazon Q, LLMs in Amazon Redshift, and the expanded features and capabilities of the AWS Marketpl ... Read More

• CX Practices from Leading Organizations Show That a Focus on Customer Experience Does Indeed Drive Business Value

  Mar 14, 2024  |  Published by: IDC  |  USD 7,500

  CX Practices from Leading Organizations Show That a Focus on Customer Experience Does Indeed Drive Business Value This IDC Perspective highlights industry-leading customer experience (CX) themes from IDC's 2023 Future of Customer Experience awards. Companies featured as the winner and runners-up dem ... Read More

• Overview of Client Performance Metrics That Matter for Services Industry

  Mar 13, 2024  |  Published by: IDC  |  USD 7,500

  Overview of Client Performance Metrics That Matter for Services Industry This IDC Market Perspective provides an overview of client metrics that matter for the services industry. As the saying goes "Customer's perception is your organization's reality." Choosing the right set of metrics can bridge t ... Read More

• Corporate Strategy: Keys to Success from the Office of the CFO

  Mar 13, 2024  |  Published by: IDC  |  USD 7,500

  Corporate Strategy: Keys to Success from the Office of the CFO This IDC Perspective discusses the importance of corporate strategy to not only the company but also the office of the CFO. The document discloses what can happen when there is a lack of corporate strategy. It provides the process outlin ... Read More

• Digital Payments in Retail: Streamlining the Omni-Channel Customer Journey

  Mar 13, 2024  |  Published by: IDC  |  USD 7,500

  Digital Payments in Retail: Streamlining the Omni-Channel Customer Journey This IDC Perspective explores the transformative impact of digital payment methods on the retail landscape, delving into the widespread adoption of existing and emerging technologies, their implications for consumer behavior, ... Read More

• A Review of EMEA Telecom Customer Experience Platforms

  Mar 11, 2024  |  Published by: IDC  |  USD 7,500

  A Review of EMEA Telecom Customer Experience Platforms This IDC Market Perspective provides an in-depth analysis of the telecom customer experience platform, focusing on the industry's efforts to improve customer service amid revenue stagnation and technological disruption. It highlights the role of ... Read More

• Attaining Experiential Value Parity with Customers Will Forge the Path Forward to Profitable Growth

  Feb 27, 2024  |  Published by: IDC  |  USD 7,500

  Attaining Experiential Value Parity with Customers Will Forge the Path Forward to Profitable Growth This IDC Perspective emphasizes the importance of achieving customer value parity for businesses to thrive and grow profitably. It highlights the need for companies to focus on delivering empathetic c ... Read More

• From GenAI to Data, Loyalty, and Personalization: Key Insights From NRF and Strategic Considerations on Retail Customer Experience in 2024

  Feb 26, 2024  |  Published by: IDC  |  USD 7,500

  From GenAI to Data, Loyalty, and Personalization: Key Insights From NRF and Strategic Considerations on Retail Customer Experience in 2024 This IDC Perspective presents key insights into and strategic considerations regarding retail CX from NRF24. The NRF Retail Big Show 2024 emphasized the growing ... Read More

• Red Hat's Partner Program Investments Focus on Improved Engagement and Enhanced Customer Experience

  Feb 21, 2024  |  Published by: IDC  |  USD 2,500

  Red Hat's Partner Program Investments Focus on Improved Engagement and Enhanced Customer Experience This IDC Market Note analyzes recent modifications to Red Hat's global partner engagement model and program framework designed to drive a globally consistent and simplified partner experience. Highlig ... Read More

• IDC PeerScape: Best Practices for Using Frontline Workforce Engagement Technology in Retail

  Feb 20, 2024  |  Published by: IDC  |  USD 7,500

  IDC PeerScape: Best Practices for Using Frontline Workforce Engagement Technology in Retail This IDC PeerScape looks at how leading retail brands have been successfully using frontline workforce engagement technology to retain, train, and empower their employees and solve operational problems. Retai ... Read More

• Siemens, Salesforce Partnership to Drive Customer-Centric Servitization in Manufacturing

  Feb 12, 2024  |  Published by: IDC  |  USD 2,500

  Siemens, Salesforce Partnership to Drive Customer-Centric Servitization in Manufacturing This IDC Market Note discusses the recently announced partnership between Siemens and Salesforce to integrate functionalities of their respective product life-cycle management (PLM) and customer relationship man ... Read More

• Worldwide Enterprise Communities Applications Forecast, 2023–2027: Fans for Brands, Not Just Customers

  Dec 21, 2023  |  Published by: IDC  |  USD 7,500

  Worldwide Enterprise Communities Applications Forecast, 2023–2027: Fans for Brands, Not Just Customers This IDC study discusses the worldwide enterprise communities applications market for the 2023–2027 forecast period. Communities are as old as people and evoke a sense of identity and belonging. Th ... Read More

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