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Sprinklr: Breaking Out of the Mold of a Social Suite to Orchestrate Whole Journey Customer Engagement

Sudhir Rajagopal, Lou Reinemann — Thu, 01 Jun 2023 04:00:00 GMT

This IDC Market Note discusses Sprinklr's first ever analyst summit, which was held in Dubai, the United Arab Emirates, from April 25 to 28. This one-of-a-kind event included a curated list of about 50 attendees, comprising executive and senior leadership from the Sprinklr team, Sprinklr customer executives, and industry analysts. Key themes of the event were how Sprinklr is positioning itself strategically to become the "first or second screen" for the front office and innovations in CCaaS, all powered by Sprinklr's single instance deployment model for a scalable architecture intended to speed implementation.

数字政府时代的一网协同，IDC发布中国政务协同办公市场分析报告

Sun, 21 May 2023 04:00:00 GMT

北京，2023年5月22日——IDC近日发布了《中国政务协同办公市场分析与领导者实践，2023：面向数字政府时代的一网协同》报告，报告讨论了一网协同建设背景、体系架构，云计算与AIGC等技术应用，对整体市场空间进行了分析，并介绍了阿里云、京东云、腾讯云、华为、万户软件、蓝信移动、致远互联等技术提供商的政务协同解决方案和实践情况，为行业发展提供了全景洞察。

Consumer Pulse: Entertainment — United States, 1Q23

David Myhrer — Thu, 27 Apr 2023 04:00:00 GMT

This IDC Market Presentation includes the U.S.-only results from IDC's seven-country future consumer survey among consumers from the United States, the United Kingdom, China, Germany, Brazil, Japan, and Turkey conducted in February/March 2023.

The presentation highlights the progression of U.S. consumers' entertainment habits from their pre-COVID-19 benchmark to their pandemic peak to their evolution in the present. This includes detailed quantification of their usage of video, social media, gaming, and audio; their participation in content creation; and their awareness of and interest in the metaverse.

After exploding with the COVID-19 pandemic, U.S. consumer hours spent on entertainment are just 4% above the pre-pandemic benchmark and have been flat for the past year. Video and audio continue their strong trajectories, with audio performing especially well among Gen Zers and younger Millennials. Social media and gaming hours are both down from their pre-pandemic levels and have fallen off a cliff since their pandemic peak — a sign (likely temporary) of wearout. At the same time, consumers have intensified their content creation activities while finding it much more difficult to monetize.

"With the growth in the supply of content and the reduction in hours spent on social media, content creators are increasingly finding it challenging to earn money as platforms increasingly pick winners and losers through their algorithms," said David Myhrer, research VP, Consumer Strategies. "Platforms that make monetization easy and transparent will flourish and subscription services like Patreon and Substack will accelerate growth from their small base."

Consumer Pulse: Entertainment — Worldwide, 1Q23

David Myhrer — Thu, 27 Apr 2023 04:00:00 GMT

This IDC Market Presentation is the result of a seven-countrywide future consumer survey among consumers from the United States, the United Kingdom, China, Germany, Brazil, Japan, and Turkey in February and March 2023.

The document highlights the progression of consumers' entertainment habits from their pre-COVID-19 benchmark to their pandemic peak and their evolution to the present. This includes detailed quantification of consumers' usage of video, social media, gaming, and audio; participation in content creation; and awareness of and interest in the metaverse.

The market is very dynamic, and each of these is on a different trajectory. Video and audio are still at or above their pandemic peak levels, providing much opportunity. Social media usage is up from pre-pandemic levels but well down from its pandemic peak. At the same time, consumers have intensified their content creation activities while finding it more difficult to monetize. Gaming hours, which had the highest pandemic peak in hours of usage, have fallen below pre-pandemic levels, driven in large part by the more developed economies, with emerging markets continuing their growth.

"Entertainment continues ripe with opportunity, but that opportunity is distributed very unequally," said David Myhrer, research VP, Consumer Strategies at IDC. "Companies must stay close to changing consumer behavior and attitudes. Actions taken based on outdated assumptions can lead to ill-advised investments, especially in this uncertain economy."

IDC Market Glance: Experiential Commerce and Social Commerce, 1Q23

Heather Hershey — Thu, 20 Apr 2023 04:00:00 GMT

The Experiential Commerce and Social Commerce Market Glance provides an overview of the software developers in each technology category which are at the junction between commerce and marketing. This convergence of experiential website marketing and digital commerce has created this new market - Experiential Commerce- where various types of software is utilized to enhance the presentation layer on a shopping web page, thereby elevating their customers' digital experience. As organizations from various industries and business models are increasingly investing in digital commerce, advanced capabilities become essential to establishing a successful online presence that allows companies to connect with their customers via engaging, seamless experiences at the convergence between content and commerce.

Zoom Eyes Integrated Employee Experience with Workvivo Acquisition

Wayne Kurtzman, Holly Muscolino — Sat, 15 Apr 2023 04:00:00 GMT

Ireland-based employee experience application Workvivo has agreed to be acquired by Zoom (Nasdaq: ZM). This would add a new and important functionality to the Zoom portfolio: a modern enterprise employee experience platform that integrates with core business applications. It will add a familiar community experience across every worker, integrated analytics, and an orchestration layer that connects the core components of a modern, digital workspace.

Top 10 Open Source Software Projects to Watch Carefully in 2023

Wed, 29 Mar 2023 04:00:00 GMT

This IDC Perspective is the fifth year of a "top OSS projects" report, and the candidates to be covered continues to grow. Whereas in the first three years, we covered five OSS projects, in 2022, we expanded that to 10 projects and categories of projects. In 2023, we have 10 topic areas covering 28 discrete OSS projects. This year's coverage ranges from arguably straightforward topics like developer tools to exciting emerging technologies such as GPT-J-6B.

"This document, produced in collaboration with a group of well-known thought leaders at IDC, has proven to be a popular read for subscribers. The majority of the projects covered in this year's document are relatively new and growing quickly, and represent the who's who of exciting open source projects today," said Al Gillen, GVP, Software Development and Open Source, IDC.

Worldwide Digital Innovators Show More Favorability Than U.S. Organizations for Sharing Technology Through Open Source

Al Gillen — Wed, 29 Mar 2023 04:00:00 GMT

This IDC Survey Spotlight compares the results of two separate surveys: one covering digital innovators in three major geos (n = 774) and the other one covering IT professionals at large in the United States (n = 201) to demonstrate how the receptiveness varies to make available internally generated software technologies through the process of sharing via open source licensing. Interestingly, digital innovators are considerably more likely to embrace an open source software process.

"This IDC Survey Spotlight illustrates how digital innovators around the world show far greater receptiveness to using open source software sharing as a vehicle to expand the reach of their software creations," said Al Gillen, GVP, Software Development and Open Source, IDC. "By comparison, IT organizations overall in the United States take a more conservative approach to sharing technology through open sourcing."

IDC Market Presentation: Worldwide Threat Intelligence Report: Observing the Adversary When They Retreat to the Dark Web and Behind Social Media

Monika Soltysik, Christopher Kissel, Frank Dickson — Fri, 24 Mar 2023 04:00:00 GMT

In this IDC Market Perspective, we look at two of the most common use cases in which the demand is increasing for what companies are looking for in threat intelligence platform (TIP) or threat intelligence security service (TISS): dark web and social media monitoring/protection.

"Threat intelligence vendors are emerging as important players in the space of cyberthreat intelligence in the fight against risks," says Monika Soltysik, senior research manager, IDC Security and Trust team. "By providing valuable insights into the behaviors of threat actors, they can enable organizations to take proactive measures to protect themselves against potential attacks."

Sprout Social Buys Repustate, Further Expanding AI Sentiment Analysis to Its Social Media Management Solution

Lou Reinemann — Fri, 24 Mar 2023 04:00:00 GMT

This IDC Market Note discusses the recent announcement of the acquisition of Repustate Inc. by social media management platform Sprout Social Inc.

"It is exciting to see the activity around voice of the customer (VoC) vendors investing in technology (artificial intelligence [AI], machine learning [ML], and NLP) to provide more insights and value to their customers," says Lou Reinemann, research director for Voice of the Customer and Customer Success applications at IDC. "This is a hot area right now but one where customers need to see clear ROI from their investments. With the growth in the capture of unstructured customer data from communities, social sites, product reviews sites, and so forth, brands need tools that can provide deeper insights into the sentiment and emotions of their users to ensure exceptional customer experiences."