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: 
Seng Keong Low
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Daniel-Zoe Jimenez
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This IDC Market Perspective presents a high-level prediction and recommendations for technology vendors looking to supply telemedicine DNBs in the post-COVID-19 world. The COVID-19 pandemic accelerated the adoption of telemedicine by at lea...
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Seng Keong Low
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Daniel-Zoe Jimenez
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This IDC Market Glance provides an illustrative overview of the current Asia/Pacific digital-native business landscape. The document focuses on companies in this space that are either focused on tech-driven business (ISVs and software-as-a-...
By: 
Marianne Kolding
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This IDC Survey Spotlight highlights the different skills important to IT professionals in Europe. The IT skills crunch has been exacerbated over the past couple of years by European organizations' increased focus on digital business transf...
By: 
Denise Lund
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Wayne Kurtzman
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Mary Wardley
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Courtney Munroe
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Paul Hughes
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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
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...

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