Dreamforce 2019: Salesforce Continues to Stretch Its Capabilities Across the Customer Journey

Dec 2019 | IDC Perspective | Doc # US45721119

By: Alan WebberProgram Vice President, Customer Experience, Gerry MurrayResearch Director, Marketing and Sales Technology, Scott LundstromGroup Vice President and General Manager of IDC Government and Health Insights, Shari LavaResearch Director, SMB, Jordan JewellResearch Manager, Digital Commerce and Enterprise Applications, Wayne KurtzmanResearch Director, Social and Collaboration, Leslie HandVice President, IDC Retail Insights, Paul EdwardsDirector, Software Channels Research, Gerry BrownResearch Director, European Software Group, Aly PinderProgram Director, Service Innovation & Connected Products

This IDC Perspective summarizes key takeaways from Salesforce's Dreamforce 2019 for technology buyers, including discussion around new product releases and future product road maps."Salesforce has invested heavily in some key acquisitions a...

Future of Customer and Consumer: Beyond Personalization Lies Empathy at Scale

Dec 2019 | IDC Perspective | Doc # US45714719

By: Alan WebberProgram Vice President, Customer Experience

This IDC Perspective examines the next stage in customer experience in the progression from personalization to empathy at scale. Brands must address a fundamental question: How can organizations use technology to respond to customers and em...

IDC FutureScape Webcast: Worldwide Customer Experience 2020 Predictions

Nov 2019 | Event Proceeding | Doc # WC20191125

By: Alan WebberProgram Vice President, Customer Experience

This IDC Web Conference presents a discussion by IDC's Alan Webber on the impact that new technologies, like artificial intelligence and analytics, and growing volumes of customer data will have on the customer experience, and ultimately an...