Customer Relationship Management (CRM) Team
New Research
This IDC study provides top 10 predictions for small and medium-sized businesses (SMBs) in 2022."One way SMBs are looking to grow, contain costs, and enhance productivity is by looking to digital technologies to increase awareness, reach, r...
This IDC study provides IDC's top 10 predictions for worldwide services for 2022 and beyond."Organizations' partnerships with services firms are expected to grow as the war for talent combined with the need to achieve higher levels of digit...
This IDC study provides IDC's top 10 predictions for sustainability for 2022."Corporate sustainability isn't just here to stay — it is becoming a business imperative for organizations around the world," said Bjoern Stengel, research lead, G...
This IDC study explores the future impact that technology will have on customer experience and the engagement between brand and customer.According to Alan Webber, program vice president, Customer Experience Applications at IDC, "COVID-19 ca...
This IDC study provides IDC's 2022 top 10 predictions for artificial intelligence."The year 2020 accelerated digital transformation and moved AI out of the corners into the mainstream. The 'early adopter' advantage is petering out, and AI i...
This IDC Tech Buyer Presentation provides insight into how enterprises are planning to pursue their investments in technology to improve customer satisfaction as part of a balanced investment strategy against other high-priority business in...
The IDC Tech Buyer Presentation provides results from IDC's Contact Center Metrics Survey, which is conducted annually for five years. The 2020 survey focused on the current deployment models and future intentions for deployment models for ...
This IDC study provides IDC's top 10 predictions for digital transformation for 2021."Even though we are experiencing a global pandemic, direct digital transformation (DX) investment is still growing at a compound annual growth rate (CAGR) ...
This IDC Perspective explores the dynamics of how customer service is evolving at the intersection of customer experience and employee experience. Practitioners will learn the importance, dynamics, and benefits of implementing the elements ...
This IDC Perspective presents two approaches to the ongoing training requirements of an AI-based system within the customer care environment. "Much of the initial focus when implementing an AI-based system within the customer care environme...
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