TECH SUPPLIER Aug 2022 - Market Presentation - Doc # EUR149534122

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


Ornella Urso
Melissa Fremeijer-Holtz
On-line Presentation


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.


  • 26 slides

Get More

When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.

Related Links

Do you have questions about this document
or available subscriptions?

Contact Us