Abstract

This IDC study provides an analysis of vendor performance in the customer engagement management analytics software market for 2018.

"The customer engagement management analytics software market continues to grow in both size and diversity," stated Alan Webber, vice president of IDC's Customer Experience Management Strategies service. "Understanding the customer and driving insights from data through analytics are critical to the success of any business, but it takes more than just general analytics. It really requires unique analytical tools that can be used across the enterprise to drive value from every single customer touch point and every customer engagement, both in the near-term and in the long-term value of that customer."

Coverage