Relating Employee Experience to Customer Experience

Jul 2021 | IDC Survey Spotlight | Doc # US48114321

By: Holly MuscolinoResearch Vice President, Content Strategies and the Future of Work, Laura Becker, Alan WebberProgram Vice President, Customer Experience

This IDC Survey Spotlight examines the impact a positive employee experience has on improvements in customer experience. Though there is variation by region in terms of level of impact, many organizations are recognizing an inherent relatio...

Worldwide Customer Relationship Management Applications Software Market Shares, 2020: The Traditional Players Continue to Dominate

Jul 2021 | Market Share | Doc # US48057221

By: Alan WebberProgram Vice President, Customer Experience

This IDC study provides an analysis of vendor performance in the customer relationship management applications software market for 2020 valued at $66.83 billion."In responding to the COVID-19 pandemic in 2020, many companies came face to fa...

Adobe Summit 2021

Jun 2021 | IDC Perspective | Doc # US48010321

By: Alan WebberProgram Vice President, Customer Experience, Melinda-Carol BallouResearch Director, Agile ALM, Quality & Portfolio Strategies, Laurie BuczekResearch Vice President, CMO Advisory Practice, Leslie HandGroup Vice President, IDC Retail and Financial Insights, David WallaceResearch Director, Customer Intelligence and Analytics, Jordan JewellResearch Director, Digital Commerce and Enterprise Applications, Marci MaddoxResearch Director, Digital Experience Strategies, Gerry MurrayResearch Director, Marketing and Sales Technology, Adelaide O'BrienResearch Director, Government Digital Transformation Strategies, Ritu JyotiGroup Vice President, Worldwide Artificial Intelligence and Automation Research Practice Global AI Research Lead

This IDC Perspective summarizes key takeaways from the Adobe Summit, held April 27–29, 2021. The event focused on upcoming product releases, future product road maps, and areas of technology innovation."Adobe's recent Summit event on the ne...