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CX Technology Investments and Key Trends Shaping the European Omni-Channel Retail Landscape: Key Insights from IDC's 2025 Retail Technologies and Business Process Trends Survey

Ornella Urso — Sat, 08 Nov 2025 05:00:00 GMT

This IDC Tech Buyer Presentation highlights results from IDC's 2025 Retail Technologies and Business Process Trends Survey. European retail businesses are facing complexity and convergence: consumers demand personalized, seamless experiences, supply networks are more interdependent than ever, and competitive differentiation hinges on speed, trust, and relevance. IDC's 2025 Retail Technologies and Business Processes Trends Survey shows that visibility has transformed from being a back-office enabler into the foundation of customer engagement, loyalty, and growth.

"Expanded visibility is also redefining loyalty. Shoppers no longer bond with brands through transactional rewards; instead, they seek experiences that reflect their aspirations, values, and sense of identity. This requires a strategic shift in retail CX strategy, where personalization becomes a trusted, ongoing relationship rather than a one-off tactic — a shift made possible by visibility that links back-end dynamics with front-end engagement," said Ornella Urso, research director, IDC Retail Insights.

IDC 2025 CX CSAT Awards

Sat, 08 Nov 2025 05:00:00 GMT

This IDC Market Presentation provides an overview of the results from IDC's 2025 CX CSAT Awards. This award program recognizes the leading customer experience (CX) application vendors in each CX market, across 13 markets, that receive the highest customer satisfaction scores based on IDC's CX Path Survey.

CX Path is a global survey of roughly 2,500 organizations across all geographic regions and company sizes, where customers are asked to rate their vendor on more than 30 different customer satisfaction metrics.

AWS Telecommunications Analyst Day 2025: Powering the Future of Telecommunications

Peter Chahal, Ahmad Latif Ali — Fri, 07 Nov 2025 05:00:00 GMT

AWS Telecommunications Analyst Day 2025 in New York City provided a compelling view into how AWS is driving the future of intelligent telecom. The event emphasized key priorities such as network modernization, cloud-native 5G innovation, and AI-powered transformation of operations and customer experience. A major highlight was the focus on Agentic AI and its disruptive potential in automating network operations and enhancing customer care. The day also featured customer success stories, partner-led transformation journeys, and expert insights into autonomous networks and next-gen telecom architectures, reinforcing AWS’s commitment to solving the industry’s most complex challenges.

Beyond the Agentic AI Hype: Five Lessons from the European CIO Xchange 2025

Jennifer Thomson — Fri, 07 Nov 2025 05:00:00 GMT

European CIOs are moving beyond AI hype, focusing on disciplined strategies to scale AI effectively. Key lessons include prioritizing high-impact projects, ensuring business-led strategy, addressing foundational data and legacy issues, embedding governance, and designing flexible architectures for cost and sovereignty. Success hinges on aligning AI initiatives with strategic business goals, overcoming organizational constraints, and institutionalizing continuous reevaluation to adapt to rapid market changes.

"AI success is not about chasing hype but about ruthless prioritization, business-led strategy, and fixing foundations before scaling." — Jennifer Thomson, AVP European Research, IDC

Cloud Cost Management Best Practices

Daniel Saroff, Jevin Jensen — Fri, 07 Nov 2025 05:00:00 GMT

This IDC Perspective provides enterprises with clear practices to manage cloud costs, ensure cloud investments deliver measurable business value, and embed cost optimization into the ongoing operational fabric. Despite decades of cloud adoption, many enterprises still overspend due to idle resources, oversized workloads, licensing inefficiencies, and hidden SaaS costs. The flexibility that makes cloud powerful also drives cost sprawl at organizations without disciplined governance and processes.

This document highlights eight techniques to control spend and align investments with business value. Decommissioning and rightsizing remove waste through automated sweeps and resizing policies. Reserved Instances and Savings Plans deliver savings when carefully sized to stable workloads. On/off scheduling cuts nonproduction costs by shutting down after-hours. Licensing optimization addresses overlooked expenses across infrastructure and SaaS. Modernization and architecture shifts unlock structural efficiencies through newer instance families, alternative chipsets, and PaaS/SaaS migration. Monitoring, governance, and accountability provide transparency with dashboards, tagging, showback, and chargeback. FinOps maturity grows by moving from ad hoc cost tracking to an accountable, automated model where governance, integrated tools, and a cost-aware culture embed optimization into daily decisions.

"Cloud's promise of agility and cost efficiency fades without discipline. Mastering governance, optimization, and accountability reclaims control and drives business value," says Daniel Saroff, group vice president of Consulting and Research at IDC.

Generative AI Use Case Taxonomy, 2025: The Cybersecurity and Trust Function

Fri, 07 Nov 2025 05:00:00 GMT

This IDC Tech Buyer Presentation updates IDC's generative AI (GenAI) use case taxonomy for cybersecurity and trust, expanding upon the first edition published in 2024. It highlights the evolution of GenAI across five key subsegments — application security; proactive risk assessment; information security; governance, risk, and compliance (GRC); and detection and response.

IDC PlanScape: Merged and Mixed Reality to Reduce Mean Time to Resolution in Field Service

Aly Pinder — Fri, 07 Nov 2025 05:00:00 GMT

This IDC PlanScape, written for aftermarket service and field service leaders, examines the impact and opportunities of merged and mixed reality tools on improving field service operations and service outcomes. The document answers the following questions:

Why is merged and mixed reality technology so important, specifically to the field service operations?
What is merged and mixed reality technology in the field service management space?
Who are the key stakeholders that need to be involved, and what are the expected benefits to each group?
How can a field service or aftermarket service organization take advantage of merged and mixed reality capabilities?

"In a world where every minute of downtime can be costly, merged and mixed reality isn't just a tool," says Aly Pinder Jr., research vice president, Aftermarket Services Strategies, IDC. "It's the key to unlocking faster resolutions, empowered workers, and customer loyalty in field service. What if every field service challenge became an opportunity for instant expertise, seamless collaboration, and lasting customer loyalty? Merged and mixed reality isn't just a technological upgrade — it's a strategic imperative for organizations ready to redefine service excellence and outpace the competition."

IDC PlanScape: Software Supply Chain Security to Mitigate AI Threats

Christopher Tozzi, Katie Norton — Fri, 07 Nov 2025 05:00:00 GMT

This IDC PlanScape discusses software supply chain security to mitigate AI threats.

"AI has opened up a new frontier in software supply chain security by introducing types of third-party risk that simply did not exist in traditional supply chains," says Chris Tozzi, adjunct research advisor with IDC's IT Executive Programs (IEP). "In response, businesses must extend their software supply chain security strategies by incorporating additional tools and practices while continuing to invest in mitigation of traditional risks as well."

IDC ProductScape: Worldwide Datacenter Colocation Services, 2025

Courtney Munroe, Avinash Naga — Fri, 07 Nov 2025 05:00:00 GMT

This IDC ProductScape offers a comprehensive guide on the key functionalities of datacenter colocation services, featuring products from Ascenty, Cologix, CyrusOne, DayOne, Digital Realty, Equinix, Iron Mountain, KDDI, NTT Data, QTS, and STT GDC. The status of each functionality is categorized as fully supported, partially supported, partner provided, road map, or not supported, aiding technology purchasers in quickly identifying which vendors align with their changing requirements.

LogicMonitor Analyst Council 2025: AI-First Hybrid Observability Is Driving Autonomous IT in the Age of Complexity

Filippo Vanara, Shannon Kalvar, Jevin Jensen, Stephen Elliot — Fri, 07 Nov 2025 05:00:00 GMT

This IDC Perspective analyzes the LogicMonitor Analyst Council (LMAC) 2025, held between September 30 and October 2, 2025, in Atlanta, Georgia. It highlights LogicMonitor's latest announcements, capabilities, strategy, and trends regarding observability. It also serves as a follow-up to last year's LMAC. To learn more about LMAC 2024, please refer to LogicMonitor Analyst Council 2024: Fueling the Hybrid Observability in the "AI Everywhere" Era (IDC #US52682424, November 2024).

"In an era where data complexity outpaces human capacity, AI-first hybrid observability is not just a tool — it is the catalyst for autonomous IT, driving efficiency, resilience, and sustainability. The future of digital infrastructure will be defined by those that harness predictive intelligence to do more with less," said Filippo Vanara, senior research analyst, European CloudOps, IDC Europe.