TECH SUPPLIER Aug 2022 - Market Presentation - Doc # EUR149534122

CPaaS in Retail: Retailers and Brands Increase Focus on Contextual Experience and Conversational Commerce

By:

Ornella Urso
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,
Melissa Fremeijer-Holtz
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On-line Presentation

Abstract

This IDC Market Presentation provides an overview of the current status of communication platform-as-a-service (CPaaS) adoption in retail. It introduces the overall framework of retail customer experience and explains the importance of CPaaS for brands that aim to achieve a real-time contextual customer journey model. The report presents results from IDC's 2022 European Enterprise Communications Survey, showing how retailers are moving to a cloud at speed and scale. CPaaS enables retailers to shift to a mobile-first attitude, driving need for conversational commerce within the broader retail commerce platform using adequate tools and applications.


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