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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 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...
This Market Analysis Perspective (MAP) encapsulates IDC's insights and data on technologies, industry dynamics, and trends influencing the segments within the customer service applications and contact center applications and services segmen...
This IDC study examines the customer service applications market for 2014–2016. Revenue and market share of the leading vendors are provided for 2016."Digital transformation initiatives are heavily concentrated on improving the customer exp...
This IDC study examines the worldwide contact center applications market for 2014–2016. Revenue and market share of the leading vendors are provided for 2016."Customer experience discussions are happening at the upper levels of management, ...
This IDC Survey Spotlight discusses findings from a global study conducted in 2016. IDC surveyed a thousand respondents in seven countries and all three regions. This Survey Spotlight highlights the importance of security during digital tra...
This IDC study provides an updated market sizing for the worldwide contact center applications software market based on completed revenue modeling and a revised data for the market over a 10-year period, with a 5-year forecast (2017–2021)."...
Jive Sells External Jive-x Solution to Lithium

Aug 2017 - IDC Link - Doc # lcUS43014717

by: Mary WardleyWayne Kurtzman

Jive Software, now an Aurea company, has reached an agreement to sell its external-facing community collaboration solution Jive-x to competitor Lithium Technologies. Jive will focus on its internal collaboration platform Jive-n.
This IDC study presents the 2017-2021 market sizing and growth rates for the worldwide Internet of Things (IoT) services market."Service providers have a real opportunity in the IoT services market to show significant value to their custome...
This IDC Survey presents the key results from IDC's landmark survey of Western European organizations that examines their views on, and deployments of, cognitive/artificial intelligence (AI) systems and solutions. It explores their approach...