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Customer Relationship Management (CRM) Team

Mary Wardley

Program Vice President, Loyalty and Customer Care

Marianne Kolding

Vice President, European Services

Vladimír Kroa

Associate Vice President, IT Services , CEMA

New Research

This IDC Presentation predicts 10 key developments in the tech world in the European region for 2018 and beyond. The 2018 IDC FutureScape for the European ICT industry identifies 10 strategic IT industry shifts executives need to understand...
This IDC Presentation outlines a regional view of the IDC's FutureScape worldwide services for 2018. This IDC FutureScape identifies the 10 most impactful predictions that will shape IT services buyers' road maps in the next three years. Ea...
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...
This IDC study provides a detailed description of IDC's Worldwide Semiannual Digital Transformation Spending Guide methodology and taxonomy. It should be used as a companion piece for IDC's Worldwide Semiannual Digital Transformation Spendi...
This IDC study provides IDC's forecast and spending for the worldwide managed cloud services (MCS) market across eight major regions for the 2017–2021 forecast period. IDC views managed cloud services as an extraction view of IDC's technolo...
This IDC Perspective illustrates what a digital-native enterprise looks like and can achieve when it has "digital" ingrained in the most important aspects of its culture and business. Digital transformation has progressed to where it is now...
This IDC Presentation comments on major events in IT services, including cloud and digital transformation in 3Q17. It also looks at the pipeline of outsourcing renewals and provides insight into new research from the IDC European Services G...
This IDC Market Note highlights PwC's Analyst Day in Frankfurt, Germany, September 4, 2017, which coincided with the official opening of the company's digital Experience Center in Frankfurt. The event featured a detailed presentation of eig...
This IDC Perspective examines Microsoft's Ignite and Envision announcements, which IDC sees as a key step for technology buyers with new and emerging competitive offerings across areas ranging from cognitive/AI/machine learning and the clou...