The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there...

In this third annual Intelliview, Opus Research and SymNex Consulting provide enterprise decision-makers...

Until recently, brands spent a lot of time waiting, Like a fisherman on a lazy summer afternoon, they...

We asked analysts and industry leaders what customer engagement trends they thought were key for 2017...

Today's digital marketers want to engage customers with offers that are based on deep customer profiles,...

AI and other analytics technologies are driving incredible innovations and advancements that are making...

Software has transformed every business discipline. After the initial strides made by email, conferencing...

To build and deliver products that customers love, product teams at leading enterprises such as Uber,...

IDC Analyst Brief: From business to nonprofits and government services – organizations cannot afford...

In 2020, the world experienced rapid change in a very short period of time. Delivery methods and channel...

We analyzed data from three different sources to create the first Global Customer Engagement Review....

Organizations like Microsoft, Amazon, and Google are turning to experimentation to relentlessly pursue...

Today's brands are entering a new era of customer engagement. The swift digital transformation spurred...

The rise of marketing technology has in some ways shined a light into areas that were previously hard...