Mary Wardley

IDC
Analysts
Current: Mary Wardley

Mary Wardley

Program Vice President, Customer Care and CRM

IDC Links
Analyst Research

Khoros Rolls a Plethora of Features to Build a Digital-First Engagement Platform

Nov 2020 | IDC Link | Doc # lcUS47025020

By: Wayne KurtzmanResearch Director, Social and Collaboration, David WallaceResearch Director, Customer Intelligence and Analytics, Mary WardleyProgram Vice President, Customer Care and CRM

Khoros, the platform built from the merger of Lithium communities and Spredfast social media management and marketing, announced an array of new and useful features in its autumn 2020 release. These are designed to help brands improve human...
Avaya Momentum Continues

Aug 2020 | IDC Link | Doc # lcUS46783120

By: Rich CostelloSenior Research Analyst, Enterprise Communications Infrastructure, Unified Communications & Collaboration (UC&C), Mary WardleyProgram Vice President, Customer Care and CRM

On August 10, 2020, Avaya reported financial results for its third quarter ending June 30, 2020. Revenue for the quarter was reported at $721 million, an increase both sequentially and year over year.
Bill McDermott Joining ServiceNow as CEO by Year-End 2019; John Donahoe Taking the CEO Role at Nike

Oct 2019 | IDC Link | Doc # lcUS45605919

By: Stephen ElliotProgram Vice President, Management Software and DevOps, Crawford Del PretePresident, Shannon KalvarResearch Manager , IT Service Management and Client Virtualization, Mary WardleyProgram Vice President, Customer Care and CRM, Alan WebberProgram Vice President, Customer Experience

John Donahoe has led ServiceNow for nearly three years as CEO and is leaving by the end of the year to become . He has been a member of Nike's board since 2014. Donahoe has made a significant impact on ServiceNow, growing the market capital...

Salesforce to Acquire Slack: A Broad View of Possibilities and Implications

Jan 2021 | Market Note | Doc # US47299721

By: Wayne KurtzmanResearch Director, Social and Collaboration, Alan WebberProgram Vice President, Customer Experience, Gerry MurrayResearch Director, Marketing and Sales Technology, Mary WardleyProgram Vice President, Customer Care and CRM, Gerry BrownCX Research Director, European Software Group

This IDC Market Note discusses the announcement of the definitive agreement published on December 1, 2020, for Slack (NYSE: WORK) to be acquired by Salesforce (NYSE: CRM).With a definitive agreement signed for Slack to be acquired by Salesf...
Worldwide Customer Service Applications Software Forecast, 2020–2024: COVID-19 Update

Dec 2020 | Market Forecast | Doc # US47092120

By: Mary WardleyProgram Vice President, Customer Care and CRM

This IDC study provides an updated market sizing for the worldwide customer service applications software market based on completed revenue modeling and a revised forecast over a 10-year period and including consideration for the impact of ...
IDC Contact Center Metrics Survey, 2020: Cloud in All Flavors, Serve Customers

Dec 2020 | Tech Buyer Presentation | Doc # US47090420

By: Mary WardleyProgram Vice President, Customer Care and CRM

The IDC Tech Buyer Presentation provides results from IDC's Contact Center Metrics Survey, which is conducted annually for five years. The 2020 survey focused on the current deployment models and future intentions for deployment models for ...

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Analyst Location

United States

Mary Wardley

IDC Links

Analyst Research

Khoros Rolls a Plethora of Features to Build a Digital-First Engagement Platform

Avaya Momentum Continues

Bill McDermott Joining ServiceNow as CEO by Year-End 2019; John Donahoe Taking the CEO Role at Nike

Salesforce to Acquire Slack: A Broad View of Possibilities and Implications

Worldwide Customer Service Applications Software Forecast, 2020–2024: COVID-19 Update

IDC Contact Center Metrics Survey, 2020: Cloud in All Flavors, Serve Customers

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