Mary Wardley

Program Vice President, Loyalty and Customer Care

IDC Links
Analyst Research

Lithium and Spredfast Merger Will Create Conversational Engagement Management Across Social and Communities

Sep 2018 | IDC Link | Doc # lcUS44263618

By: Wayne KurtzmanResearch Director, 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...
SAP C/4HANA Introduction: Customer Experience Includes Fulfillment

Jun 2018 | IDC Link | Doc # lcUS44022118

By: Mary WardleyProgram Vice President, Loyalty and Customer Care, Jordan JewellSenior 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...
SAP Enhances Capabilities in the Gig Field Service Economy with Coresystems Acquisition

Jun 2018 | IDC Link | Doc # lcUS43999018

By: Aly PinderProgram Director, Service Innovation & Connected Products, Mary WardleyProgram Vice President, Loyalty and Customer Care

At SAP's SAPPHIRE event on June 5, 2018, SAP announced its acquisition of cloud-based field service management software company Coresystems. SAP did not disclose the financial details of the deal. The acquisition highlights the impact of th...

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Worldwide CRM Applications Software Forecast, 2018–2022: Growth Tied to Innovation Initiatives

Jul 2018 | Market Forecast | Doc # US44161118

By: Mary WardleyProgram Vice President, Loyalty and Customer Care, Gerry MurrayResearch Director, Marketing and Sales Technology

This IDC study provides an updated market sizing for the worldwide CRM applications software market based on completed revenue modeling and a revised forecast for the market over a 10-year period, with a 5-year forecast (2018–2022). "Custom...
Worldwide CRM Applications Market Shares, 2017: Digital Transformation Fuels Customer Experience Initiatives

Jul 2018 | Market Share | Doc # US44026618

By: Mary WardleyProgram Vice President, Loyalty and Customer Care

This IDC study examines the vendor revenue performance in the CRM applications market for 2017. The CRM applications market grew an outstanding 10.1% in 2017 to reach $37.1 billion in revenue. Despite acquisitions, the top 5 vendors represe...
IDC's Worldwide Digital Transformation Use Case Taxonomy, 2018: Customer Experience

Jun 2018 | Taxonomy | Doc # US43978418

By: Alan WebberResearch Director, Digital Strategy & Customer Experience, Gerry BrownResearch Director, European Software Group, Greg GirardProgram Director, Worldwide Omni-Channel Retail Analytics Strategies, Leslie HandVice President, IDC Retail Insights, Jordan JewellSenior Research Analyst, Digital Commerce and Enterprise Applications, Wayne KurtzmanResearch Director, Gerry MurrayResearch Director, Marketing and Sales Technology, Silvia PiaiSenior Research Manager, EMEA, Kathleen SchaubProgram Vice President, CMO Advisory & Customer Experience, Mary WardleyProgram Vice President, Loyalty and Customer Care, Melissa WebsterProgram Vice President, Content and Digital Media Technologies

This IDC study discusses digital transformation (DX) in the customer experience that companies provide and its influence on prioritizing use cases for investment as well as the strategic priorities and programs that are driving technology s...

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Analyst Location

United States

Coverage

Software

Regions

Worldwide, North America

Mary Wardley

IDC Links

Analyst Research

Lithium and Spredfast Merger Will Create Conversational Engagement Management Across Social and Communities

SAP C/4HANA Introduction: Customer Experience Includes Fulfillment

SAP Enhances Capabilities in the Gig Field Service Economy with Coresystems Acquisition

Worldwide CRM Applications Software Forecast, 2018–2022: Growth Tied to Innovation Initiatives

Worldwide CRM Applications Market Shares, 2017: Digital Transformation Fuels Customer Experience Initiatives

IDC's Worldwide Digital Transformation Use Case Taxonomy, 2018: Customer Experience

Analyst Location

Coverage

Regions

Related Links

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