Customer Relationship Management (CRM) Team

Mary Wardley

Program Vice President, Customer Care and CRM

Marianne Kolding

Vice President, European Core Research Excellence Leader, European Skills Practice

Vladimir Kroa

Associate Vice President, IT Services , CEMA

Daniel-Zoe Jimenez

Vice President, Digital Innovation, CX & Software, DNB/Start-ups, SMBs, Consumer and Channels Research

New Research


By: 
Sairam Balasubramani
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Seng Keong Low
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Daniel-Zoe Jimenez
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This IDC Market Perspective presents a first take on digital-native businesses (DNBs) in India, focusing on financial technology (fintech) and their needs. The report presents current opportunities for fintech DNBs and opportunities for tec...
By: 
Eren Eser
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Vladimir Kroa
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In September 2022, IDC conducted the extensive Syndicated DX Survey among 341 respondents throughout the Middle East, Turkey, and Africa (META) region. This IDC Survey Spotlight highlights the current state of META-based organizations' sust...
By: 
Mary Wardley
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This IDC study provides an updated market forecast for the worldwide customer service applications software market from 2022 to 2026."Customer service applications continue to evolve in the broader customer care applications market as addit...
By: 
Supriya Deka
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Daniel-Zoe Jimenez
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This IDC Survey Spotlight details responses regarding the top factors considered by small and medium-sized businesses (SMBs) in Asia/Pacific (including Japan) (APJ) as impacting their digitalization journey. This IDC spotlight aims to show ...
By: 
Supriya Deka
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Daniel-Zoe Jimenez
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This IDC Survey Spotlight examines data analytics, artificial intelligence (AI), and machine learning (ML) technologies investment priorities of small and medium-sized businesses (SMBs) in the Asia/Pacific (including Japan) (APJ) region. Da...
By: 
Marianne Kolding
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This IDC Survey Spotlight highlights the different skills important to data management professionals in Europe. According to wave 6 of IDC's Future Enterprise Resiliency and Spending Survey (July 2022), 22% of European organizations say tha...
By: 
Mary Wardley
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This IDC Market Analysis Perspective (MAP) presentation encapsulates IDC insights and data on technologies, industry dynamics, and trends influencing the segments within the customer service applications and contact center applications segm...
By: 
Marianne Kolding
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This IDC Survey Spotlight highlights the different skills important to software development professionals in Europe. According to IDC's 2022 European DevOps and SW Innovation Survey, managing technical debt is the number 1 challenge for sof...
By: 
Marianne Kolding
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This IDC Survey Spotlight highlights the different skills important to cybersecurity professionals in Europe. According to wave 6 of IDC's Future Enterprise Resiliency and Spending Survey (July 2022), security training will receive the high...
By: 
Supriya Deka
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Daniel-Zoe Jimenez
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This IDC Market Perspective sheds light on how Asia/Pacific small and medium-sized businesses (SMBs) are adopting digital commerce and their initiatives to shift to digital commerce, their future technology investment plans, and how technol...

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