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Oct 2018 | IDC Link | Doc # lcUS44374318
By:
Gerry Murray
Research Director, Marketing and Sales Technology, Wayne Kurtzman
Research Director, Social and Collaboration, Mary Wardley
Program Vice President, Loyalty and Customer Care
Salesforce held its annual Dreamforce event September 24–28 in San Francisco with a reported 170,000 registered attendees and 10 million live streams.
Sep 2018 | IDC Link | Doc # lcUS44263618
By:
Wayne KurtzmanResearch Director, Social and Collaboration, Mary WardleyProgram Vice President, Loyalty and Customer Care
Lithium Technologies LLC and Spredfast Inc. announced their agreement to merge to create a new digital customer engagement company. This will enable brands to use a single platform to manage and measure a company's owned brand channels, inc...
Jun 2018 | IDC Link | Doc # lcUS44022118
By:
Mary WardleyProgram Vice President, Loyalty and Customer Care, Jordan Jewell
Senior Research Analyst, Digital Commerce and Enterprise Applications
At SAP SAPPHIRE NOW 2018, held June 5–7 in Orlando, Florida, SAP took on the CRM applications market with a new/rationalized set of cloud-based CRM offerings. The new CRM "suite" offering will be sold under the name SAP C/4HANA, to compleme...
Feb 2019 | Taxonomy | Doc # US44300419
By:
Alan Webber
Research Director, Digital Strategy & Customer Experience, Gerry MurrayResearch Director, Marketing and Sales Technology, Mary WardleyProgram Vice President, Loyalty and Customer Care, Melissa Webster
Program Vice President, Content and Digital Media Technologies
This IDC study discusses digitally driven transformation in the customer experience that companies provide and how this digitally driven transformation is influencing the prioritizing of use cases for investment as well as the strategic pri...
Dec 2018 | IDC Perspective | Doc # US44512418
By:
Mary WardleyProgram Vice President, Loyalty and Customer Care
This IDC Perspective looks at the trends and intentions of organizations regarding the provisioning of the contact center. Using the survey data, readers will gain an understanding of the degree to which organizations currently internally o...
Nov 2018 | Market Share | Doc # US44410618
By:
Mary WardleyProgram Vice President, Loyalty and Customer Care
This IDC study examines the customer service applications market for 2015–2017. Revenue and market share of the leading vendors are provided for 2017."More and more the discussion regarding customer service applications is embedded in the b...
United States
Customer Relationship Management (CRM), Directions 2019 Boston/MA, Directions 2019 Boston/MA: Analysts hosting 1-1s, Directions 2019 Boston/MA: Analysts hosting Lunch Roundtables, Directions 2019 Santa Clara/CA, Directions 2019 Santa Clara/CA: Analysts hosting 1-1s, IT Executive Programs Analyst Team, Social Business
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