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IDC MarketScape: Worldwide AI-Enabled IT Service Management Software 2026 Vendor Assessment

Snow Tempest — Fri, 25 Sep 2026 04:00:00 GMT

This IDC study presents a vendor assessment of the worldwide IT service management software market through the IDC MarketScape model.

"The IT service management software market continues to evolve, often facilitated by automation and AI, which leads to needs for accurate organizational and technical context," said Snow Tempest, research manager, IT Service Management at IDC.

IDC MarketScape: Worldwide AI-Enabled Operational ERP 2026 Vendor Assessment

Mickey North Rizza, Sarah Lee, Bo Lykkegaard — Fri, 25 Sep 2026 04:00:00 GMT

This IDC study provides a thorough assessment of the worldwide AI-enabled operational ERP applications market and discusses the most important criteria for companies to consider when selecting a solution.

"AI-enabled operational ERP systems are a hot topic, with strong investments in 2026. Organizations are desperately working to improve the integration of financials in operations, and AI-enabled operational ERP technology does just that," said Mickey North Rizza, Group VP, Enterprise Software at IDC. "Vendors are working at all levels across industries, functions, and workflows, as well as with their ecosystem partners, to create an AI-enabled experience for end users. It comes down to selecting the vendors that meet the organization at its level of comfort and readiness and align with its road map, so that they can move together into the AI world."

IDC MarketScape: Worldwide Agentic Marketing for Midmarket Organizations 2026 Vendor Assessment

Roger Beharry Lall — Fri, 25 Sep 2026 04:00:00 GMT

This IDC MarketScape evaluates agentic marketing platforms available to midsize organizations and provides essential guidance for technology leaders in this segment. Midsize marketing teams typically run several tools across content, campaigns, and channels acquired at different times for different reasons and are looking for platforms that can coordinate that sprawl rather than add to it. This study defines the market, evaluates vendors serving midsize buyers and assesses how well current platforms handle multi-agent coordination and independent learning across channels, which are the capabilities that most affect a growing marketing team's ability to scale without adding headcount. IDC finds meaningful progress on integration and orchestration since the 2025 assessment of this segment, alongside a persistent gap in agents that improve their own performance over time without manual retraining. Midsize buyers should weigh both dimensions carefully when selecting a platform built to grow with them.

"Midsize buyers want a platform priced for their budget, built for how a midsized team actually works, and simple enough that value shows up in the first quarter instead of the fifth," says Roger Beharry Lall, research director on advertising technologies and SMB marketing applications, IDC.

IDC MarketScape: Worldwide Digital Fax 2026 Vendor Assessment

Evan Hardie, Geoffrey Wilbur — Fri, 25 Sep 2026 04:00:00 GMT

This IDC study assesses vendor activities in the ongoing fax market transition from analog to digital. This study uses the IDC MarketScape model to assess multiple quantitative and qualitative criteria that can be used to evaluate a vendor's offerings and position in the marketplace. The evaluation is based on a standardized set of parameters, which IDC uses to produce a comprehensive assessment of digital fax vendors.

"As the fax market continues to evolve alongside the broader shift toward AI-driven document intelligence, vendors have made significant progress moving fax beyond a standalone, legacy channel into a broader layer of secure, agentic AI–enabled workflow automation," said Evan Hardie, senior director, IDC's Imaging, Printing and Document Solutions research. "The benefits of implementing a digital fax infrastructure to safely and securely distribute important business information remain numerous, and continue to carry significant bottom-line financial and operational impact. At the same time, buyers should look closely at ownership stability and depth of security certification, given the wave of consolidation, leadership transitions, and acquisitions reshaping the vendor landscape. Any one of the vendors analyzed in this IDC MarketScape could still help an organization effectively make the transition and begin to reap the benefits of such a move, provided that the vendor's road map and organizational footing align with the buyer's long-term needs."

Agentic Commerce Across the Payment Ecosystem

Aaron Press — Thu, 24 Sep 2026 04:00:00 GMT

This IDC Perspective examines how major card networks — Visa, Mastercard, American Express, Discover/Capital One, JCB, and UnionPay — along with noncard players such as PayPal and emerging stablecoin and pay-by-bank rails, are building the infrastructure required for AI agents to discover, authorize, and complete purchases on a buyer’s behalf. It compares each player’s issuing, network, and merchant-acceptance solutions, highlights payment authorization and fraud prevention as the most difficult and consequential steps in the agentic commerce life cycle, and assesses the state of interoperability across competing standards, including AP2, ACP, UCP, TAP, and APOP.

Aaron Press, research director for Worldwide Payment Strategies at IDC, said, “Payment will be the most difficult part of the agentic commerce equation. Banks, networks, and merchant processors will have to work together to ensure consistent, trusted transactions. If any part of the ecosystem falters, the entire process will grind to a halt.”

Building Digital Twins for Decision and Scenario Modeling

Robert Multhaup — Thu, 24 Sep 2026 04:00:00 GMT

This IDC Perspective notes that an advanced group of organizations is building digital twins to help respond to complex business events, where the twin can accelerate decision velocity, objective realization, decision scalability, and continued learning to improve its decision quality. But all of this decision-making activity must be fully monitored and controlled by humans, and this required cultural change can prove more difficult than automating the actual digital twin technology itself.

As Robert Multhaup, adjunct research advisor for IDC's IT Executive Programs (IEP), says, "Big companies are beginning to implement digital twin solutions with a decision-centric approach that exploits the ability of causal AI models to be trained on a chain of reasoning to make decisions. But the bigger question is: Can organizations rework their decision-making operating model to support both synthetic actors and humans working together as a frictionless, high-speed digital twin?"

Dreamforce 2026: Salesforce Expands Who Can Build While Developers and Admins Keep Control

Adam Resnick — Thu, 24 Sep 2026 04:00:00 GMT

IDC MarketScape: Worldwide Conversational Intelligence and Analytics Software 2026 Vendor Assessment

Hayley Sutherland — Thu, 24 Sep 2026 04:00:00 GMT

This IDC study represents a vendor assessment of the worldwide conversational intelligence and analytics software market through the IDC MarketScape model. This assessment discusses both quantitative and qualitative characteristics that provide guidance about conversational intelligence and analytics software vendors and their offerings. This IDC MarketScape covers a number of major vendors participating in the market and focused on providing conversational intelligence and analytics software tools for a wide variety of use cases, data types, and communication channels. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and to one another and highlights the factors expected to be the most influential for success in the market in both the short term and the long term.

"In a fast-moving market where AI is rapidly commoditizing conversational analytics capabilities, choosing a vendor that provides trust, transparency, and partnership may be as strong a factor in success as the technology itself," said Hayley Sutherland, research manager, Conversational AI at IDC. "Technology and business leaders should carefully assess their organization's AI maturity and needs, and examine vendors closely for both forward-looking, easy-to-use technology and the AI partnership and thought leadership they provide for their customers."

IDC Survey Spotlight: How Is Digital Sovereignty Impacting Enterprise Network Infrastructure Strategy?

Taranvir Singh — Thu, 24 Sep 2026 04:00:00 GMT

This IDC Survey Spotlight examines how digital sovereignty requirements are shaping enterprise network infrastructure strategies. The results are based on IDC’s July 2026 Enterprise Infrastructure Pulse Survey (second quarter) of 856 enterprise network executives and experts.

“Sovereign networking is emerging as an enterprise IT architecture consideration, as a core part of strengthening an organization’s digital sovereignty posture,” notes Taranvir Singh, research manager, Networking and Infrastructure Services at IDC. Enterprises are achieving this by implementing network observability, segmentation, and private connectivity.

Rebuilding Marketing Content for AI-Orchestrated B2B Buyer Journeys

Sudhir Rajagopal, Tapan Patel — Thu, 24 Sep 2026 04:00:00 GMT

This IDC Perspective examines how content architecture maturity, personalization granularity, and buying committee coverage shape the effectiveness of AI-driven buyer journey orchestration among B2B technology marketers in the United States, Canada, and the United Kingdom. Drawing on IDC's 2026 Barometer Survey (syndicated) of 400 marketing leaders and IDC's broader research on agentic AI, buyer behavior, and marketing operating models, this document provides advice for marketing leaders and CMOs navigating and investing in the orchestration of buyer journeys amid the rise of AI-mediated B2B marketing.

"Most marketing organizations are confident in their AI orchestration, but confidence and capability are not the same thing", said Sudhir Rajagopal, research director, IDC CMO Advisory. "Only a third of marketers can orchestrate content during the buyer journey across the full buying committee, which increasingly is led by AI agents. It is time for marketing to build and orchestrate content that an AI agent can act on."