Tag: Customer Experience

31 Jan

Enterprises in Europe are Betting Big on Customer Experience

31 Jan

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:

14 Dec
How Tech Vendors Can Increase Revenues

IT Buyer Survey Reveals How Tech Vendors Can Increase Revenues

14 Dec

        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 […]

13 Aug

AI and Chatbots herald new vibrancy and market entrants into the Contact Center market

13 Aug

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.

05 Jul

Are European enterprises adopting digital customer journey management?

05 Jul

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 […]

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