IDC MaturityScape: Future of Customer 1.0

Jun 2019 | IDC MaturityScape | Doc # US45165019

By: Alan WebberProgram Vice President, Customer Experience

This IDC study describes the IDC MaturityScape for the future of customer (FOC). IDC developed a FOC maturity model to help brands assess their current digital customer experience delivery capabilities and formulate a plan for achieving the...

Worldwide Customer Experience Management Software Forecast, 2019–2023

Jun 2019 | Market Forecast | Doc # US45117019

By: Alan WebberProgram Vice President, Customer Experience

This IDC study forecasts the worldwide software revenue for the customer experience market for the 2019–2023 period. "A good customer experience is a differentiator for any business, and technology — specifically software — is the key to un...

AI in Functional Digital Transformation Use Cases, 2019

Jun 2019 | Market Presentation | Doc # US45165319

By: Hayley SutherlandSenior Research Analyst, AI Software Platforms, Ritu JyotiProgram Vice President, Artificial Intelligence Strategies, Cushing AndersonProgram Vice President, IT Education and Certification, Lisa RowanResearch Vice President, HR, Talent, and Learning Strategies, Alan WebberProgram Vice President, Customer Experience, Kevin PermenterResearch Manager, Enterprise Applications, Jeffrey HojloProgram Director, Product Innovation Strategies, Mickey North RizzaProgram Vice President, Enterprise Applications and Digital Commerce, Dan VessetGroup Vice President, Analytics and Information Management, Ryan O’LearySenior Research Analyst, Legal, Risk, & Compliance

This IDC Market Presentation identifies the most artificial intelligence (AI)-focused digital transformation (DX) use cases by enterprise function, focusing on the immediate and midterm investment time frames. IDC's industry-agnostic functi...