IDC MarketScape – Worldwide Customer Experience Improvement Services 2020 Vendor Assessment

2020 will be remembered as the year of the COVID-19 pandemic, which brought deep and possibly long-lived changes to consumer and business behaviour and created both challenges and opportunities for buyers of customer experience improvement services. Yet, despite this disruption, many companies have continued to offer exceptional levels of service. This IDC report provides an overview of the worldwide customer experience improvement services market and focuses on the offering provided by IBM.