TECH SUPPLIER Jul 2021 - Market Share - Doc # US48058421

Worldwide Customer Intelligence and Analytics Applications Software Market Shares, 2020: Salesforce, Adobe, and Oracle Top the Chart

By: David WallaceResearch Director, Customer Intelligence and Analytics


This IDC study describes the worldwide customer intelligence and analytics applications software market shares, including the global market size of $13.2 billion and vendor market shares based on 2020 revenue. A companion market forecast document for the 2021–2025 period is also available separately.

"Success in digital-first business is driving increased investment for AI and advanced analytics embedded in software applications for marketing, customer service, contact centers, sales, and other areas of customer interaction along with repositories of customer data driving customer experience (CX) improvements," said David Wallace, research director, Customer Intelligence and Analytics at IDC. "As brands continue to invest, vendors of customer intelligence applications can expect continued high demand for applications that deliver agility, efficiency, productivity, resiliency, and speed, which are prerequisites for brand success in the digital-first world."



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