<h1 class="entry-title">Category: Customer Experience</h1>
03 May

The Rising World of Use Cases: Selling Digital

Mark YatesResearch Manager Read full bio Angela VaccaSenior Research ManagerRead full bio “Digitally determined” organizations no longer ask if something is possible. They assume it is. Corporate leaders identify what they wish to achieve. Those goals are broken into use cases. The organization then works backward to determine what technologies are needed. IT suppliers need […]

02 Apr

Dancing on the CX Market Ice: Salesforce and Adobe Choose Their Partners

Gerry BrownCX Research DirectorRead full bio @gerrybrown The CX applications market is increasingly becoming polarised around the two sexiest and fastest-growing leading protagonists: Salesforce and Adobe. These two companies represent the “yin and yang” of the CX market. Salesforce is the king of CRM data, while Adobe is the king of content marketing. However, their […]

29 Mar

Insurance CX delivered with empathy critical amid turbulence: Takeaways from the ABI Conference

Sabitha Majukumar   Senior Research Analyst, IDC Financial Insights Read full bio The Association of British Insurers (ABI) Annual Conference 2019 was held in London on February 26, 2019. The event brought together industry leaders, politicians, and regulators to debate major issues affecting the U.K. insurance and long-term savings industry. As expected, the day was inundated with Brexit references […]