rssmarketingandsales IDC RSS alerts IDC Examines the Rise of Innovative Digital Strategies as It Hosts Dedicated CIO Summit for West Africa Lagos, June 17, 2021 – More than 100 of West Africa's most influential IT and business decision makers gathered online today for the 8th annual installment of the IDC West Africa CIO Summit , with Kashifu Inuwa, director general of Nigeria's National Information Technology Development Agency (NITDA) presenting the day's opening address. Hosted on IDC's industry-leading digital platform, the event brought together senior business leaders, influential IT heads, and respected industry analysts to share their collective expertise around the theme 'Innovative Digital Strategies: Evolving to the Demands of a New Reality'. Corporate Press Release Thu, 17 Jun 2021 04:00:00 GMT Monetizing Customer Experience with Contextual Marketing: A Road Map for Communications SPs <P>This IDC Market Perspective on customer experience (CX) monetization covers a quick view about vendor capabilities, country benchmarking, and different operator strategies in Asia/Pacific (excluding Japan) (APEJ). This report also dives deep into stitching some high-level digital transformation (DX) key performance indicators (KPIs) over different customer stages, including acquisition, retention, management, renewal, and upsell, with CX KPIs covering offer design, launch, curation, and enhancement as well as network KPIs.</P><P>"With the data deluge for telcos, CX professionals/teams must adopt a cloud-native and headless architecture and imbibe a product-centric and agile approach to arrive at customer lifetime value, experience outcomes, and focus on the net promoter score (NPS) at each step of customer interaction to build a solid ROI. This will enable them to develop a holistic view of their monetization capabilities even as they add edge, 5G, and third-party over-the-top (OTT) services," says Yash Jethani, research manager for telecom, IDC Asia/Pacific.</P> Market Perspective Thu, 17 Jun 2021 04:00:00 GMT Yash Jethani, Duncan Tan, Nikhil Batra, Hugh Ujhazy Transforming CX Into Customer Success and Loyalty <P>This IDC Web Conference discusses the rise of customer success and loyalty as strategic imperatives for enterprises. Customer success management brings customer experience (CX) measurability and accountability to the forefront of customer account management by focusing on delivering <I>desired customer outcomes</I>. </P><P>Customer success management is seeing wholesale adoption across the technology industry and other industries "servitizing" their business models. New, more modern operating models require a move from physical to digital, from one-off payments to ongoing subscription service business models, as the leading software vendors have done.</P><P>New technologies are key enablers and drivers of scalable customer success management. In this digital forum, we discuss new technologies that can be applied to customer experience, customer success, and customer loyalty management that deliver resilient and sustainable revenue growth.</P><P>In this webcast, IDC's European CX Research Director Gerry Brown reveals:</P><UL><LI>How CX, customer success, and loyalty are connected</LI><LI>The difference between traditional organizations and customer success organizations</LI><LI>Optimizing the delivery of customer success</LI><LI>The value proposition for combining CX, customer success, and loyalty</LI></UL> Web Conference Proceeding: Tech Buyer Thu, 10 Jun 2021 04:00:00 GMT Gerry Brown IDC's Worldwide Marketing Taxonomy, 2021 <P>This IDC study is a reference guide for budget management and cost control. It can serve as the foundation for marketing and finance executives to better demonstrate fiscal management capabilities to C-level executives and to improve decision-making processes based on standardized resource allocations.</P><P>"Using IDC's marketing taxonomy, coupled with benchmarking against IDC's industry-leading technology marketing benchmarks database, will enable executives to advance their investment management capabilities," says Kathleen Schaub, program vice president of IDC's CMO Advisory. "Executives should use this taxonomy guide as a tool to optimize return on their activities and expenses across the marketing functions."</P> Taxonomy Mon, 07 Jun 2021 04:00:00 GMT Warren Lane, Laurie Buczek, Gerry Murray, Wayne Kurtzman, Karsten Weide IDC PeerScape: Practices to Drive Business Outcomes with Automation, AI, and ML <P>This IDC PeerScape describes practices to drive business outcomes with automation, AI, and ML.</P><P>"To be successful, organizations should align AI projects with their corporate strategy, assemble teams with both technology prowess and industry knowledge, and obtain buy-in from top executives and business users," says David Weldon, adjunct analyst, IDC's IT Executive Programs (IEP).</P> IDC PeerScape Thu, 03 Jun 2021 04:00:00 GMT David Weldon IBM Buys Waeg in Europe, its Second Salesforce Acquisition of 2021 <P>IBM has agreed to buy Waeg, a 150-strong European Salesforce Consulting Partner, just weeks after acquiring US-based 7Summits in January 2021. Among other things, Waeg brings IBM additional B2B ecommerce capabilities, a strengthened customer experience focus, and a differentiated nearshore-focused delivery model. Since buying Bluewolf back in 2016, IBM has made relatively few Salesforce-related acquisitions, so these latest deals represent a significant expansion of IBM's Salesforce presence, notably in Europe, and demonstrates its ability to scale worldwide. </P> IDC Link Wed, 02 Jun 2021 04:00:00 GMT Douglas Hayward, Ali Zaidi, Gard Little Global Market Research and Advisory Firm IDC to Open a Sales Center in Tampa Bay IDC has chosen Tampa Bay to expand its sales operations and is expecting to hire 80 people for its new sales center by the end of 2023. Corporate Press Release Tue, 01 Jun 2021 04:00:00 GMT IDC TechScape: Worldwide Retail Contextual Customer Experience-Enabling Technologies, 2021 <P>The IDC TechScape provides a list of technologies that retailers should invest in considering their current level of customer experience personalization and their need to differentiate their offerings. The IDC TechScape aims to support retailers:</P><UL><LI>Identify where they are (now) and what's next by leveraging the right technology while addressing the related cost effort</LI><LI>Drive their businesses and advanced technologies investments to better deliver customer experience, and thus implement the retail commerce platform</LI><LI>Improve customer experience personalization throughout the entire customer journey, from initial engagement to customer service while increasing customer engagement and loyalty</LI></UL><P>In this report, IDC offers a visual representation of the process of retail customer experience-enabled technologies adoption, dividing technologies into three major categories based on their impact on the organization and assessing technology relative adoption levels within their respective categories. The report examines individual technology categories and provides additional insights about the speed of adoption, technology potential for success (risk), and level of market buzz so end users may make their own decisions about investment. </P><P>"In the new shopping era, retailers need to adopt a set of technologies that enable contextual customer experience and contactless commerce while aiming to increase customer lifetime value and overall customer satisfaction and trust," said Ornella Urso, senior research analyst, IDC Retail Insights. "Focus on a digital road map that point at a contextualized CX and contactless commerce, focusing on loyalty, AI and data analytics, safety, and security."</P> IDC TechScape Mon, 31 May 2021 04:00:00 GMT Ornella Urso, Filippo Battaini, Giulio Raffaele Developing Smart Relationship with Customer at Scale <P>This IDC Tech Buyer Presentation provides IDC's view on customer relationship — one of the key tenets of IDC Financial Insights' customer centricity research area. The presentation highlights the missions, methods, challenges, and pitfalls to develop a smart relationship with customer at scale. IDC believes that artificial intelligence/machine learning (AI/ML) plays an important role in developing relationship with customer at scale. This presentation also provides the trend and drivers for customer-centric initiatives and strategies for financial services and complete with a list of top use cases. The presentation was presented virtually in IDC's Asian Financial Services Congress 2021, IDC Arena, in April 2021.</P> Tech Buyer Presentation Sat, 29 May 2021 04:00:00 GMT Handojo Triyanto Marketing Technology CSAT Killers, 2021 <P>This IDC Survey Spotlight shows top satisfaction killers for large enterprise martech customers in the United States. Key findings include the following: aggressive renewal price increase remains at number 1, dissatisfaction with marketing and sales practices has increased, and dissatisfaction with service and support has decreased.</P> IDC Survey Spotlight Thu, 20 May 2021 04:00:00 GMT Gerry Murray