Category: CRM & Customer Service
CRM & Customer Service market research reports by IDC
-
Press Ganey Forsta Announces the Acquisition of InMoment, Creating a New Powerhouse in the Voice of the Customer and CX Markets
This IDC Market Note looks at the announcement made on May 14, 2025, by Press Ganey Forsta (PG Forsta) of its acquisition of InMoment. Given that both firms target the "voice of the customer" (VOC) and "customer experience" markets, this event is of interest to other firms targeting that market as w ... Read More
-
ServiceNow Knowledge 2025 Highlights for State and Local Governments
This IDC Market Note analyzes the key announcements made at the ServiceNow Knowledge 2025 conference, held on May 5–8 in Las Vegas. The event brought together ServiceNow users and technology partners to explore the latest innovations being delivered on the ServiceNow AI Platform and via ServiceNow’s ... Read More
-
IDC PlanScape: Digital Business Strategy Services
This IDC PlanScape highlights the importance of digital business strategy services. "For organizations, survival hinges on strategic alignment with technology and market trends," says Erin Hichman, research manager, Digital Business Professional Services, IDC. "Digital business strategy services are ... Read More
-
Talkdesk Reaches Small Businesses with the Launch of Talkdesk Express
Talkdesk has launched Talkdesk Express, a solution tailored for small businesses with up to 50 employees. Talkdesk Express offers AI-powered customer experience tools without the complexity of larger systems. It features intelligent customer routing, real-time agent assistance, and 24/7 virtual agen ... Read More
-
Role of Entitlement Services for eSIMs in Asia/Pacific Telcos
This Market Note discusses the transformative role of entitlement services in enhancing customer experience (CX) for communications SPs in a connectivity landscape powered by eSIMs within the Asia/Pacific region. "Entitlement services emerge as crucial enablers orchestrating eSIM life-cycle manageme ... Read More
-
Huawei Launches AI Contact Center Solution in Europe
Huawei’s AI Contact Center (AICC) solution, launched in Europe, is a comprehensive solution that covers all aspects of contact center operations. It is a flexible platform that allows contact centers to integrate with third-party applications while benefiting from a unified experience. Its unique of ... Read More
-
Anaplan Unveils Enhanced GTM Planning Suite and Champions Shift to Continuous Planning at Connect
This IDC Market Note discusses Anaplan's Connect event. The event showcased significant product innovations and strategic updates, emphasizing a $500 million investment in AI-driven business planning. Key launches included applications for segmentation, scoring, merchandise financial planning, and i ... Read More
-
Agents as Apps: An Opportunity for Greater Innovation, More Revenue, and Increased Market Share
This IDC Market Perspective looks at the opportunity for enterprise application vendors and their partners to completely rethink their products and markets and gain more market share. AI agents will double the TAM for enterprise software vendors. With the threat of tariffs, geopolitical strife, and ... Read More
-
Agents as Apps Will Dramatically Expand the Addressable Market for Enterprise Applications
This IDC Market Perspective discusses how agents as apps will dramatically expand the addressable market for enterprise applications. As vendors' software portfolios increasingly morph into AI agents, or agents as apps, software vendors will have a growing opportunity to also sell those agents to th ... Read More
-
Zendesk's Outcome-Based Pricing for AI Agents: A Shift Toward Resolution-Centric Customer Service
This IDC Market Note discusses Zendesk's August 2024 launch of the company's outcome-based pricing model, which charges customers only when Zendesk's AI agents fully resolve inquiries autonomously, emphasizing value and pricing transparency. At the 2025 Relate Conference, Zendesk introduced the Zend ... Read More
-
How Do Retail Marketplaces Enable Contextual Customer Experiences
Retail marketplaces that embed contextual intelligence into their digital infrastructure are redefining how value is created and perceived. As customer expectations shift toward immediacy, personalization, and trust, contextual experience becomes the new currency of differentiation. To meet these ex ... Read More
-
CEQUENS Vendor Profile: An Emerging Major Player in the CPaaS Segment
This IDC Vendor Profile offers an overview of CEQUENS, a major customer experience platform providing service in the Middle East, Asia, and Europe. ... Read More
-
Canadian Communications Service Provider Capex Spending, 2024–2025: Capital Intensity Keeps Falling
This IDC Market Perspective details Canadian communications service provider capex spending for 2024–2025. Canadian communication service providers total capex investments will fall for a third year in a row in 2025, nearing spending levels last seen in 2020 when capex spending was hampered by COVID ... Read More
-
RingCentral Is Taking a Holistic Approach to Drive Customer Success with AI
This IDC Market Note summarizes key takeaways from RingCentral's 2025 Analyst Summit, which highlighted its AI-driven customer experience innovations, including the launch of AI Receptionist. The event showcased RingCentral's vision to become an AI-powered platform to drive meaningful EX and CX. The ... Read More
-
Kantox: Applying a Software-Driven Approach to Enterprise FX Risk Management
This Vendor Profile provides a vendor assessment and product overview of the Kantox FX risk management software solution. ... Read More
-
e& enterprise: Aspiring Toward a Global Next-Gen Technology Company
e& enterprise hosted an exclusive IDC analyst roundtable in Dubai, UAE, to share its strategy and long-term growth priorities. e& enterprise's leadership team provided a detailed overview of its service lines, including its security, cloud, digital infrastructure, data and AI, IoT, and CX se ... Read More
-
Key Takeaways for CX and Loyalty from NRF 2025: Retail's Big Show
This IDC Perspective discusses key takeaways during NRF 2025: Retail's Big Show. The event highlighted the transformative potential of AI in retail, emphasizing its role in enhancing customer experience through personalized, seamless interactions across digital and physical channels. Retailers are f ... Read More
-
Enterprise Systems Influencing Product Experience Beyond PXM: Product Experience Strategy for Commerce
This IDC Perspective discusses how product experience management platforms work with other enterprise applications to create a technology ecosystem for the management of a holistic product experience (PX) strategy. Product experience encompasses the full life cycle of customer interactions with a pr ... Read More
-
Tech Buyer Analysis of PXM, PIM, PLM, MDM, and DAM: Product Experience Strategy for Commerce
This IDC Perspective provides a tech buyer analysis of product experience management (PXM), product information management (PIM), product life-cycle management (PLM), master data management (MDM), and digital asset management (DAM). Managing PX at scale requires an ecosystem of enterprise applicatio ... Read More
-
Moving the Goalposts: NRF 2025 Introduces Change
This IDC Perspective reviews the National Retail Federation’s (NRF’s) Big Show and Expo 2025, looking at the rapid changes and introduction of AI/ML and generative AI and how they play a part in retail technology and experience. The synopsis of the event is in line with the most important factors th ... Read More
-
AI-Powered Retail — Central Retail Corporation's Approach to Personalization, Efficiency, and Growth
This IDC case study explores how Central Retail Corporation (CRC) is using AI and digital partnerships to scale innovation while maintaining operational efficiency. By implementing an AI-powered customer data platform, hyper-personalization strategies, and application programming interface (API)–dri ... Read More
-
Japan Enterprise Applications Forecast, 2025–2029
This IDC study analyzes the actual revenue in 2024 and forecasts the market from 2025 to 2029 for the Japan enterprise applications (EA) software market, which is composed of the collaborative workspace market, customer relationship management (CRM) application market, and enterprise resource manage ... Read More
-
Sprinklr '25 Winter SQuAD: Finding a Firm Footing for Growth with a Refreshed Strategy and Continued Investments for an Intelligent Core
This IDC Market Note discusses Sprinklr's quarterly analyst digest held on January 30, 2025. This was the first time, newly appointed CEO, Rory Read, addressed the analyst community and laid out his plans for a refreshed growth strategy. The company has set itself an ambitious growth plan and Read's ... Read More
-
Top Market Shifts That Are Impacting the CX Market, and How Companies Establish Their 2025 CX Strategies and Initiatives
This IDC Market Perspective highlights the top market shifts impacting the customer experience (CX) market and how companies are establishing their 2025 CX strategies and initiatives. The CX market is undergoing significant shifts driven by generative artificial intelligence (GenAI), which is expect ... Read More
-
BT Fills a Critical Gap in Contact Centers with Its Comprehensive Portfolio
This IDC Market Note highlights how BT is enhancing its presence in the CCaaS market by offering comprehensive, secure, and scalable solutions that address key challenges in cloud adoption for contact centers. By leveraging its robust infrastructure and partnerships, BT provides end-to-end services, ... Read More
Research Assistance
