Customer Relationship Management (CRM) Team
New Research
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 conversations."Ensuring that the agent and/or ...
This IDC Perspective presents data from six waves of IDC's Future Enterprise Resiliency and Spending Survey, conducted from April 2021 to October 2021. Highlighted is the consistency of business priorities as reported by survey respondents ...
This IDC study represents a vendor assessment of the conversational artificial intelligence (AI) software platforms market for customer service use cases through the IDC MarketScape model. This assessment discusses both quantitative and qua...
This IDC study provides IDC's 2022 top 10 predictions for artificial intelligence."The year 2020 accelerated digital transformation and moved AI out of the corners into the mainstream. The 'early adopter' advantage is petering out, and AI i...
This IDC study provides top 10 predictions for small and medium-sized businesses (SMBs) in 2022."One way SMBs are looking to grow, contain costs, and enhance productivity is by looking to digital technologies to increase awareness, reach, r...
This IDC study provides IDC's top 10 predictions for digital transformation for 2022."Direct digital transformation (DX) investment growth rates are accelerating, up to 16.5% CAGR for 2022-2024. This is an increase of one full percentage po...
This IDC study explores the future impact that technology will have on customer experience and the engagement between brand and customer.According to Alan Webber, program vice president, Customer Experience Applications at IDC, "COVID-19 ca...
This IDC study provides IDC's top 10 predictions for worldwide services for 2022 and beyond."Organizations' partnerships with services firms are expected to grow as the war for talent combined with the need to achieve higher levels of digit...
This IDC study provides IDC's top 10 predictions for sustainability for 2022."Corporate sustainability isn't just here to stay — it is becoming a business imperative for organizations around the world," said Bjoern Stengel, research lead, G...
This IDC study provides 10 predictions for the worldwide intelligent ERP market."The digital-first world requires businesses to leverage their enterprise applications in a manner that enables their businesses to run smarter, be more agile, ...
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