David Wallace

IDC
Analysts
Current: David Wallace

David Wallace

Research Director, Customer Intelligence and Analytics

IDC Links
Analyst Research

TTEC Launches a Pioneering DEI AI Bot to Help with Uncomfortable Conversations

May 2021 | IDC Link | Doc # lcUS47653321

By: Douglas HaywardResearch Director, Worldwide Digital Strategy and Agency Services, Bjoern StengelSenior Research Analyst, Worldwide Business Consulting & Sustainability/ESG Services, Shawn FitzgeraldResearch Director, Digital Transformation Strategies, David WallaceResearch Director, Customer Intelligence and Analytics, Laura BeckerResearch Manager, Employee Experience & Sustainability/ESG Services

TTEC launched Humanify DEI+ BOT, an artificial intelligence (AI)–powered family of bots, to help organizations train their employees in sensitive issues around race, gender, sexual orientation, religion, age, disability, and mental health. ...
Optimizely Delivers Deep Customer Insights Value with Zaius CDP Acquisition

Mar 2021 | IDC Link | Doc # lcUS47558721

By: David WallaceResearch Director, Customer Intelligence and Analytics, Gerry MurrayResearch Director, Marketing and Sales Technology, Marci MaddoxResearch Director, Digital Experience Strategies

Optimizely Inc. announced the acquisition of Zaius, adding a repository of digital customer data and AI-based segmentation and customer journey orchestration technologies to its digital customer experience platform. These new capabilities w...
Medallia Strengthens AI Position with Decibel Acquisition

Mar 2021 | IDC Link | Doc # lcUS47546021

By: David WallaceResearch Director, Customer Intelligence and Analytics

Medallia announced the acquisition of Decibel, which will add AI-based customer experience analytics providing continuous, automated customer feedback signals to Medallia's customer experience platform. Decibel's ability to surface customer...

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The C-Suite Tech Agenda for 2021: What's Top of Mind for CX Executives?

Apr 2021 | IDC Survey | Doc # EUR147554921

By: Philip CarterPhilip Carter, Group Vice President, European Chief Analyst and WW C-Suite Tech Research Lead, David WallaceResearch Director, Customer Intelligence and Analytics

This IDC Survey report presents key findings from IDC's Global C-Suite Agenda Tech Survey with a specific focus on the priorities, spending expectations, key pain points, and metrics for customer experience (CX) executives in 2021. Fielded ...
Emotional Customer Intelligence and Digital Resiliency: Optimizing CX and NPS with Data and AI

Mar 2021 | Event Proceeding | Doc # DR2021_FoCC_DW

By: David WallaceResearch Director, Customer Intelligence and Analytics

These event proceedings were presented at IDC Directions in March 2021.Consistent delivery of personalized CX is expected by 75% of customers to remain loyal. Achieving this goal has become more challenging for brands because of the incredi...
The Future of Customers and Consumers: Using Applied Intelligence to Understand the Customer

Feb 2021 | IDC Perspective | Doc # US47419521

By: David WallaceResearch Director, Customer Intelligence and Analytics

This IDC Perspective looks at the future of customers and consumers from the view of one of the four business outcomes of the model — applied intelligence. Applied intelligence is enabled by customer data, AI and analytics for contextual aw...

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Analyst Location

United States

Coverage

Digital transformation

Regions

Worldwide, North America

David Wallace

IDC Links

Analyst Research

TTEC Launches a Pioneering DEI AI Bot to Help with Uncomfortable Conversations

Optimizely Delivers Deep Customer Insights Value with Zaius CDP Acquisition

Medallia Strengthens AI Position with Decibel Acquisition

The C-Suite Tech Agenda for 2021: What's Top of Mind for CX Executives?

Emotional Customer Intelligence and Digital Resiliency: Optimizing CX and NPS with Data and AI

The Future of Customers and Consumers: Using Applied Intelligence to Understand the Customer

Analyst Location

Coverage

Regions

Related Links