Mary Wardley

Program Vice President, Customer Care and CRM




By: 
Mary Wardley
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This IDC Market Analysis Perspective (MAP) presentation encapsulates IDC insights and data on technologies, industry dynamics, and trends influencing the segments within the customer service applications and contact center applications segm...
By: 
Mary Wardley
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This IDC Tech Buyer Presentation discusses how the agent experience (AX) is unique in being the central inbound role for delivering CX. As this presentation highlights, through survey responses from a variety of primary research initiatives...
By: 
Mary Wardley
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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 COVID-19 pandemic, in terms of t...
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    Cloud Contact Center Vendor Profile - Genesys
    By:
    Mary Wardley
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    Topics:
    Software, Applications, Social business, COVID-19

    Planned for CY2022 Q3 Vendor Profile Tech Supplier

    Customer Service Wellness
    By:
    Mary Wardley
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    Topics:
    Big data, Cloud services, Big data infrastructure, Enterprise mobility, Cloud computing, Mobility, Technology buyer, Leadership transformation, Omni-experience transformation, Information transformation, Operating model transformation, WorkSource transformation

    Planned for CY2022 Q3 IDC Perspective Tech Buyer

    Customer Service and Support Solutions Taxonomy
    By:
    Mary Wardley
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    Topics:
    Software, Applications, Social business, COVID-19

    Planned for CY2022 Q3 Taxonomy Tech Supplier


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Analyst Location

United States



Coverage

Software



Regions

Worldwide, North America