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Mary Wardley

Program Vice President, Loyalty and Customer Care

Mary Wardley Joined IDC in 1988 and currently manages IDC's CRM and Enterprise Applications programs. As vice president of the CRM Applications Software program her primary responsibility is delivering leading qualitative and quantitative market sizing and analysis of the CRM software segments. This research in connection with IDC’s Software Research group provides the most comprehensive look at the evolving CRM and enterprise applications market available.

In conjunction with research services Ms. Wardley also contributes to primary technology research projects under contract with software publishers. The result of this work has appeared in the form of white papers and case studies, and has been used for product positioning and planning.

Ms. Wardley is frequently asked to speak at domestic and international industry events such as trade, vendor, user, and development groups, on topics ranging from global market trends to specific market segments. As an industry expert, Ms. Wardley is frequently quoted in such publications as The Wall Street Journal, The New York Times, and The Boston Globe, as well as the leading software and computer industry trade publications.

Ms. Wardley’s in-depth involvement with IT groups provides a valuable real-world perspective to traditional market analysis. Prior to the joining the Software Research group she was Senior Analyst with the Strategies for Microcomputers and Office Systems program at IDC. In this capacity she provided a continuous consulting service to a client base of Fortune 1000 companies, focusing on end-user computing issues such as software migration, training, implementation, integration, and distributed environments.

Jive Sells External Jive-x Solution to Lithium

Aug 2017 - IDC Link - Doc # lcUS43014717

by: Wayne KurtzmanMary Wardley

Jive Software, now an Aurea company, has reached an agreement to sell its external-facing community collaboration solution Jive-x to competitor Lithium Technologies. Jive will focus on its internal collaboration platform Jive-n.
Microsoft Bundles Its ERP and CRM Solutions, Creating Dynamics 365

Jul 2016 - IDC Link - Doc # lcUS41624216

by: Jordan Jewell,  Robert P. Mahowald,  Mickey North Rizza,  Vanessa Thompson,  Mary Wardley

On July 6, 2016, the Microsoft dynamics team announced that it will be combining its cloud enterprise resource management (ERM) and customer relationship management (CRM) applications into a new service called Microsoft Dynamics 365. There ...
WFO capabilities will become increasingly important as contact centers and the nature of customer interactions evolve. The contact center of the future is one in which personnel are valued for their expertise and are retained for their valu...
This IDC Perspective provides an overview on conversational AI interfaces and the platforms used to build these interfaces as well as guidance for organizations considering these tools. "Conversational interfaces are being increasingly used...
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