Category: CRM & Customer Service
CRM & Customer Service market research reports by IDC
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Key Takeaways from SugarCRM's 2025 Analyst Summit: Differentiated Strategy Focusing on Manufacturing, Wholesale, and Distribution
This IDC Market Note discusses the main takeaways from SugarCRM's Analyst Summit held in January 2025. It also outlines key strategy and product updates as well as provides IDC's analysis and main takeaways from the event. ... Read More
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Uniphore Acquires ActionIQ and Infoworks to Enhance Data Control in Its Enterprise AI Platform
This IDC Market Note examines Uniphore's definitive agreement on December 5, 2024, to acquire ActionIQ and Infoworks, the impact of these acquisitions on Uniphore's business strategy, product offerings, and customer base, and implications for broader conversational AI, generative AI, and customer da ... Read More
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Age of Copilots Begins in Financial Services: VeriPark Perspective
Age of Copilots Begins in Financial Services: VeriPark Perspective This Vendor Profile provides an in-depth perspective on VeriPark's integration of GenAI capabilities into its financial services solutions in the CRM domain. It delves into the company's strategic initiatives, focusing particularly o ... Read More
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Connect the Enterprise to Orchestrate End-to-End Customer-Centric Journeys
Connect the Enterprise to Orchestrate End-to-End Customer-Centric Journeys This IDC Perspective discusses customer experience (CX) initiatives that are at a crossroads: Companies have a choice either to optimize their financial, product, and operational excellence or to take on a more customer-centr ... Read More
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IDC Planscape: Quantum-Safe Cryptography for Government
IDC Planscape: Quantum-Safe Cryptography for Government This IDC PlanScape focuses specifically on quantum-safe cryptography solutions. It discusses the importance of quantum-safe cryptography for government organizations considering advancements in quantum computing. It highlights the potential th ... Read More
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A Focus on Hyper-Personalization in Voice of the Customer Programs
A Focus on Hyper-Personalization in Voice of the Customer Programs This IDC Perspective explores the evolution of hyper-personalization in voice of the customer (VOC) programs, emphasizing the need for brands to leverage technology to create individualized customer experiences. By analyzing direct, ... Read More
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