IDC's Customer Intelligence and Analytics service will guide vendors by defining the customer intelligence (CI) market and identifying end-user buyer business and technology needs and how vendors can influence the shift in customer engagement strategies. It will guide brands and end-user buyers by identifying the key technology, data, and services that are necessary to successfully implement a CI program that results in a better customer experience and a better business bottom line.
Coverage will include market trends around the technology, data, business processes, and business models impacted as understanding, analysis, and use of customer data becomes a more integral component of customer engagement, resulting in a better business bottom line for brands. This service will also develop strategies, models, approaches, and best practices for firms to improve upon the utilization of customer data to provide a differentiated customer experience.
An emphasis will be placed on the role of analytics, AI, data management tools, visualization, privacy, and trust.