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IDC MarketScape: Canadian AI Services 2025 Vendor Assessment

Jason Bremner, Sreenivas Duvvuri Venkata — Tue, 16 Sep 2025 04:00:00 GMT

This IDC study represents a vendor assessment of the Canadian artificial intelligence (AI) services market through the IDC MarketScape model. This assessment discusses both quantitative and qualitative characteristics that explain success in the AI services market. This IDC MarketScape covers a variety of vendors participating in the AI services space. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and to one another, and it highlights the factors expected to be the most influential for success in the market in both the short term and the long term.

"AI is changing the way organizations approach technology in Canada across paradigms. More companies, today, are looking to strengthen their IT backbone to scale AI programs and derive value from their investments.AI is gaining traction as a means to address age-old concerns around productivity, in addition to remaining competitive in the global economy," says Sreenivas Duvvuri Venkata, research analyst, Enterprise Services at IDC. "Service providers are playing a critical role as a success partner for Canadian companies, acting as a sounding board for innovation, a driver of value at scale, and a no-nonsense reality check, as needed."

IDC MarketScape: Worldwide Software Platforms for National Civilian Government AI-Powered Personalized Digital Experiences 2025 Vendor Assessment

Louisa Barker, Massimiliano Claps — Tue, 16 Sep 2025 04:00:00 GMT

This IDC MarketScape provides an assessment of worldwide software platform providers for national civilian government AI-powered personalized digital experiences. Using the IDC MarketScape model, IDC has identified important criteria for national civilian governments when selecting their digital experience software platforms and has assessed vendors against these criteria.

AI is disrupting the digital service experience software platform market. From data pipelining to website optimization and from experience journey planning to mission-specific case capabilities, vendors are infusing their solutions with AI, GenAI, and, increasingly, GenAI agents. However, as highlighted in this report, significant differences remain in the offerings vendors are bringing to market.

“To get the most out of digital service experience platforms, national governments should evaluate the breadth and depth of a vendor’s capabilities across omni-channel self-service, customer service and support, customer data management, communication and engagement, and platform capabilities. as well as its broader partner ecosystem and integration opportunities.” — Senior Research Manager Louisa Barker, IDC

IDC ProductScape: Worldwide Software Platforms for National Civilian Government AI-Powered Personalized Digital Experiences, 2025

Louisa Barker, Massimiliano Claps — Tue, 16 Sep 2025 04:00:00 GMT

The IDC ProductScape offers a comprehensive guide on the key functionalities of software platforms for national civilian government AI-powered digital experiences, featuring products from Adobe, Appian, Microsoft, OpenText, Oracle, Pegasystems, Salesforce, SAP, ServiceNow, and Zendesk. 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 vendors that align with their changing requirements.

IDC's Generative AI Use Case Taxonomy, 2025: The Sales Function

Michelle Morgan — Tue, 16 Sep 2025 04:00:00 GMT

This IDC Tech Buyer Presentation describes examples of key business function use cases specific to the sales function within IDC's Generative AI (Including Agentic AI) Use Case Taxonomy research. IDC defines a use case as a business-funded initiative enabled by technology that delivers a measurable outcome. In this document, use cases are a mix of internal and externally facing, each with its own level of complexity, risk, data modalities, business impact, and metrics.

INBOUND 2025 Highlights: HubSpot's Hybrid Human-AI Vision and Data-Driven Advantage

Roger Beharry Lall, Michelle Morgan — Fri, 12 Sep 2025 04:00:00 GMT

HubSpot's INBOUND 2025 announcements helped bolster the company's position as an AI-first CRM for midmarket organizations. The event highlighted over 200 updates focused on unifying data architecture, boosting productivity, and enabling autonomous AI teams. Key launches included the Data Hub for consolidated, clean CRM data; Breeze agents for marketing, sales, and service automation; and new tools to assess and improve AI-generated search visibility. HubSpot also introduced the Loop Marketing framework, a four-stage playbook — Express, Tailor, Amplify, and Evolve — tailored for an AI-driven landscape. Its hybrid pricing model and human-AI team concept aim to broaden adoption, while its context-rich, integrated platform challenges point-solution vendors and consumer LLM tools. Despite pressure from enterprise competitors, HubSpot's data-driven approach, ROI focus, and near-CDP functionality create meaningful differentiation, though attention to privacy, SKU management, and product complexity remains critical for sustained adoption.

IDC CX Path 2025: Executive Summary — Examining the CX Buyer's Journey

Fri, 05 Sep 2025 04:00:00 GMT

This IDC Market Presentation provides an executive summary of the worldwide findings from IDC's 2025 CX Path program.

IDC's 2025 CX Path program polled 2,501 respondents across 5 continents and 12 countries to collect information on CX application adoption, the CX buyer's journey, and CX vendor preferences and ratings.

Coverage includes application adoption, deployment models, budget plans and replacement cycle timing, purchasing preferences and attitudes toward CX buying channels, pricing options, CX management platforms, ratings, spend, and advocacy scores for 13 functional application markets: including advertising, marketing, sales, digital commerce, configure price quote (CPQ), product information management/experience management (PIM/PXM), contact center and customer service, voice of the customer (VOC), customer experience orchestration, content and experience management, customer data platforms (CDPs), customer/product analytics, and aftermarket service operations.

Hyland CommunityLIVE 2025: Fast Innovation to Realize the Agentic Road Map

Amy Machado, Andrew Gens — Thu, 04 Sep 2025 04:00:00 GMT

Hyland held its annual CommunityLIVE event in Las Vegas, Nevada, from August 25 to 29. The conference brought together Hyland users, developers, and executives to present the vision of the company and commitment to its innovation strategy to build a modern and federated data foundation for AI and agentic content management. This was the first CommunityLIVE following the Hyland rebrand earlier in 2025.

Partner Marketing Moving Forward

Steve White — Tue, 02 Sep 2025 04:00:00 GMT

This IDC Market Presentation shares insight into the current state of partner marketing, with a focus on partner marketing budgets and challenges and how partners view vendor partner marketing efforts. This content was presented at the Software Channel Leadership Council on June 4, 2025, in Palo Alto.

Industry Market Forecast: Americas Healthcare, 2025

Jennifer Eaton, Heriberto Roman, Nigel Wallis — Sun, 31 Aug 2025 04:00:00 GMT

This IDC Market Presentation highlights how healthcare provider (HCP) organizations are investing across industry-specific digital transformation (DX) use cases in the region. This industry digital transformation market forecast for America healthcare provider organizations gives technology suppliers an overview of regional healthcare spending for digital transformation and insights into the market context influencing that spend for 2024. By looking at the size of the regional market and the top growing use cases, tech supplier executives can better evaluate:

Areas for investment in products or services development
Sales and marketing campaign prioritization
Market penetration

Used in combination with the other industry intelligence documents, this document can help tech suppliers to achieve a competitive advantage in America.

"Healthcare provider organizations across Americas are channeling DX investments into AI and ML to enhance predictive analytics. These investments are designed to leverage a data-driven approach for a multitude of use cases ranging from supply chain optimization to revenue cycle management and improving patient access to personalized care. The goal of a patient-centric approach is guiding technology investments and overall strategies," says Jennifer Eaton, research director, IDC Insights.

Martech's Challenges: Silos, Skills, and Seamless Integration

Roger Beharry Lall — Thu, 28 Aug 2025 04:00:00 GMT

This IDC Survey Spotlight addresses the following question: What are the biggest gaps preventing effective deployment of today's martech stacks?

A critical disconnect is undermining martech investments in midmarket organizations. While vendors compete on feature depth and AI capabilities, IDC's CX Path Survey shows that 85% of midmarket companies struggle with basic integration issues that make advanced functionality irrelevant. This research, conducted in June 2025 across 53 organizations (500–2,499 employees), underscores the gap between vendor road maps and user realities.

The findings show that integration failures, training deficits, and resource constraints create adoption barriers no new feature set can overcome. More than half of the respondents cite training and adoption challenges, and a third report underutilized features — evidence that enablement, not innovation, is often the real driver of martech success in the midmarket.

The document explores why these organizations require different vendor approaches — and how AI, without proper foundations in data and governance, risks amplifying existing problems rather than solving them.