By using this site, you agree to the IDC Privacy Policy

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 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 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...
This IDC study presents forecasts of spending (customer expenditures) for the offshore-based horizontal BPO services market for 2017–2021 that includes HR, finance and accounting, procurement, and customer care by four importing regions (Un...
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 study discusses worldwide services 2018 top 10 predictions."Given the impact digital transformation (DX) has on every aspect of the organization, enterprises recognize they do not possess the skills or resources to plan, implement,...
This IDC study explores the further impact that technology will have on customer experience including customer data privacy, analytics-driven business processes, and artificial intelligence (AI). We also look as the early impact emerging te...
This IDC study discusses key drivers of cloud adoption and the future impact of cloud on business and technology and discusses how IDC believes the cloud will impact the business ecosystem over the next 12–36 months.According to Eric Newmar...
This IDC study provides a detailed view of IDC's taxonomy for the extraction market called managed cloud services (MCS) that incorporates IDC's five technology outsourcing services foundation markets and its relationship to the overall port...
This IDC study is designed for IT vendors, business leaders, IT executives, and their teams who are responsible for the creation and delivery of business capabilities. This study presents the European results of IDC's 2017 Digital Transform...
This IDC study provides an updated market sizing for the worldwide customer service applications software market based on completed revenue modeling and a revised forecast for the market over a 10-year period, with a 5-year forecast (2017–2...