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.
Gerry Brown Research Director Read full bio @gerrybrown Customer journey management is a hot topic in management – particularly within the context of digital transformation and customer experience. Leading enterprises today compete on digital customer experiences. Traditional differentiation on product and price is replaced by end-to-end customer journey experiences designed to delight the customer and […]
Gerry Brown Research Director Read full bio @gerrybrown Last week IDC hosted, 22 tech industry marketing leaders at our annual CMO Advisory council dinner in London. The topics up for discussion were IDC’s latest research and thought-leadership ideas in the areas of content marketing, customer experience, and customer data management.
Andrea Sangalli Associate Research Director, IDC Retail Insights Read full bio @andrewsangs “By 2019, 40% of Retailers Will Have Developed a CX Architecture Supported by an AI foundations; the Architecture supports CX Hyper-Micro Personalization, Providing up to a 30% Conversion Increase and Thus up to 25% Higher Revenue”