David Wallace

IDC
Analysts
Current: David Wallace

David Wallace

Research Director, Customer Intelligence and Analytics

IDC Links
Analyst Research

Contentsquare Acquires Hotjar; Extends Market Reach from Enterprise to SME and Mid-Market

Sep 2021 | IDC Link | Doc # lcUS48207821

By: David WallaceResearch Director, Customer Intelligence and Analytics, Alan WebberProgram Vice President, Customer Experience

Contentsquare announced the acquisition of Hotjar, adding digital customer experience software for product teams used by 33,000+ customers in SME and mid-market firms in over 180 countries. Hotjar expands Contentsquare's total addressable m...
Qualtrics Adds Unstructured Customer Feedback Data Analytics to XM Platform with Clarabridge Acquisition

Aug 2021 | IDC Link | Doc # lcUS48122521

By: David WallaceResearch Director, Customer Intelligence and Analytics, Alan WebberProgram Vice President, Customer Experience

Qualtrics announced the acquisition of Clarabridge, adding unstructured data AI/analytics prowess to Qualtrics' experience management platform XM/OS. The acquisition pairs deep analysis of the structured data from the Qualtrics platform wit...
Qualtrics Adds Customer Journey Orchestration to XM/OS Platform with Usermind Acquisition

Jul 2021 | IDC Link | Doc # lcUS48115321

By: David WallaceResearch Director, Customer Intelligence and Analytics

Qualtrics announced the acquisition of Usermind, which will add customer journey orchestration and personalization capabilities with contextual customer data to feed into XM Directory, a core service of Qualtrics' XM/OS platform. Usermind's...

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How Do Executive Levels and Roles Measure Improvements from DX Investments?

Sep 2021 | IDC Survey Spotlight | Doc # US48214421

By: David WallaceResearch Director, Customer Intelligence and Analytics

This IDC Survey Spotlight depicts the annual improvement scores seen by firms in 2020 from their digital transformation (DX) investments. The top 5 improvement areas are shown with scores from executives in IT, line of business (LOB), C-lev...
IFS Acquires Customerville: Customer Feedback and Sentiment Inform Innovation

Aug 2021 | Market Note | Doc # US48146321

By: Aly PinderProgram Director, Service Innovation & Connected Products, David WallaceResearch Director, Customer Intelligence and Analytics

This IDC Market Note highlights the recent acquisition of Customerville by IFS on July 19, 2021. It will extend the IFS product offering to capture customer feedback and integrate that into other enterprise applications for the benefit of o...
How Do Roles and Executive Levels Perceive Benefits of CX Improvements?

Aug 2021 | IDC Survey Spotlight | Doc # US48146221

By: David WallaceResearch Director, Customer Intelligence and Analytics

This IDC Survey Spotlight depicts the most important benefits gained by firms from customer experience (CX) improvement initiatives. The top 5 benefits are shown with responses from executives in IT, line of business (LOB), C-level, and VP ...

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Analyst Location

United States

Coverage

Digital transformation

Regions

Worldwide, North America

Related Links

Planned Research