IDC's Customer Intelligence and Analytics service will guide vendors by defining the customer intelligence (CI) market, identifying end-user buyer business and technology needs and how vendors can influence the shift in customer engagement strategies. It will guide brands and end-user buyers by identifying the key technology, data, and services that are necessary to successfully implement a CI program that results in a better customer experience and a better business bottom line.
Coverage will include market trends around the technology, data, business processes, and business models impacted as understanding, analysis, and use of customer data become a more integral component of customer engagement. This service will also develop strategies, models, approaches, and best practices for firms to improve upon the utilization and analysis of customer data using artificial intelligence (AI) and advanced analytics to provide a differentiated customer experience.
An emphasis will be placed on the role of analytics, AI, data management tools, visualization, privacy, and trust.