Gerry BrownCX Research DirectorRead full bio @gerrybrown IDC recently hosted a senior executive dinner in London to discuss the latest trends in enterprise investments in customer experience (CX). By marrying up in-person executive responses with IDC survey data we can reveal some surprisingly rich CX market insights. Read on.
Category: Customer Experience
Gerry BrownCX Research DirectorRead full bio @gerrybrown On December 6, 2018, IDC launched its European FutureScape for 2019 via a live webcast. IDC analysts talked through key predictions that will shape the European IT market to 2022. This blog post is a synopsis of the new IDC European Customer Experience (CX) practice’s contribution:
Gerry Brown CX Research Director Read full bio @gerrybrown IDC’s annual IT Buyer Experience Survey (August 2018) turned up interesting results. 350 enterprise IT buyers in the US and Canada assessed IT vendors’ helpfulness in the buying process, especially vendor sales and marketing practices. The respondents authorized IT purchase values of […]
Gerry Brown Research Director Read full bio @gerrybrown For the last 2-3 years, the European Contact Center market has been somewhat unexciting. Dominated by a small number of traditional contact center vendors such as Genesys and Verint, technology innovation has been largely incremental rather than breakthrough.