This IDC study forecasts the worldwide customer intelligence and analytics applications software market for the 2020–2024 period.
"Customer experience success is critical to brand and business success in today's market. Attaining that success in the digital world is driving the increased need for AI and advanced analytics embedded in software applications for marketing, customer service, contact centers, sales, and other areas of customer interaction," said David Wallace, research director for Customer Intelligence and Analytics at IDC. "We expect the robust growth in this market to continue at an above-average level in the future, as brands accelerate digital transformation, which will generate ever-higher volumes of customer data that must be analyzed in the moment to deliver unique customer experiences and empathy at scale."
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