Customer Relationship Management (CRM) Team

Mary Wardley

Program Vice President, Customer Care and CRM

Marianne Kolding

Vice President, European Core Research Excellence Leader, European Skills Practice

Vladimir Kroa

Associate Vice President, IT Services , CEMA

Daniel-Zoe Jimenez

Vice President, Digital Innovation, CX & Software, DNB/Start-ups, SMBs, Consumer and Channels Research

New Research


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: 
Mickey North Rizza
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Robert Parker
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Bo Lykkegaard
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Daniel-Zoe Jimenez
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By: 
Zuzana Kovacova
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Vladimir Kroa
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Marta Muñoz Méndez-Villamil
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This IDC Web Conference examines sustainability readiness among European organizations. It provides a picture of European organizations’ progress in incorporating sustainability and environmental, social, and governance (ESG) principles int...
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...
By: 
Seng Keong Low
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Daniel-Zoe Jimenez
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This IDC Market Perspective presents a first take on the impact of the funding winter on digital-native businesses (DNBs) and the pressures they are currently facing. The report provides a set of recommendations for technology vendors looki...
By: 
Mary Wardley
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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 last applications segments to fu...
By: 
Daniel-Zoe Jimenez
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Christopher Lee Marshall
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Linus Lai
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Sandra Ng
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Meredith Whalen
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本IDC看法介绍了IDC未来企业价值框架。个人、企业和社会的原有计划被迅速打乱,人们对企业价值的认识和看法也被改变。一个新的核心问题摆在了人们面前,即在日益数字化的今天,如何以更具韧性、更可持续的方式实现经济发展。企业都在努力成为未来企业,需要新的成果衡量标准和关键绩效指标(KPI)来有效跟踪和评估企业为整个生态系统有效贡献价值和利用生态系统获取价值的能力。“一直以来,对公司的评判只看他们最终为股东带来了多少红利。现在这种做法已经不能满足需要了。要在数字优先时代参与竞争,企业...
By: 
Marta Muñoz Méndez-Villamil
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Louisa Barker
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Vladimir Kroa
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Google announced a new set of sustainability products and some further development around its partner strategy on June 28 during the company's Sustainability Summit. With this, it reinforces its commitment to sustainability and its intentio...
By: 
Christopher Lee Marshall
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Daniel-Zoe Jimenez
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Linus Lai
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Sandra Ng
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Meredith Whalen
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数字企业面临着新挑战和新机遇。他们的成功取决于各种内外部利益相关者的持续支持。系统化的指标、关键绩效指标(KPI)和目标可对这些利益相关者的参与度和责任进行衡量与监督,从而为整个企业及其生态系统和可持续发展目标的业务价值创造提供支持。IDC亚太区数据分析副总裁Chris Marshall博士表示:"生态系统的韧性和可持续发展成为了新的技术准则,供应商需要对其信息做出相应调整。"
By: 
Leonardo Freitas
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Katalin Gazdag
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Marianne Kolding
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Matthew Wilkins
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This IDC Market Forecast describes the size and growth of the European IT training and education market for 2018 to 2026. It includes our forecast across major countries as well as primary software markets. It also illustrates the split of ...

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