Mary Wardley

Oct 29, 2024 | idc.com | Tapan A. Patel |Mary Wardley

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Oct 28, 2024 | idc.com | Michelle Morgan |Mary Wardley |Heather Hershey |Roger Beharry Lall

This IDC study provides the 2025 top 10 predictions for B2B sales leadership. "The future of sales technology brings with it opportunities to blend human intuition with technological innovation," says Michelle Morgan, research manager, Sales Force Productivity and Performance at IDC.

Oct 28, 2024 | idc.com | Ritu Jyoti |Lily Phan |Shane Rau |Matt Arcaro |Anne Cheng |Daeil Chun | +12 more

target audience: TECH BUYER  Publication date: Oct 2024 - Document type: IDC FutureScape - Doc  Document number: # US51666724 Content Table of Contents (28 pages) Get More When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.

Oct 16, 2024 | blogs.idc.com | Mary Wardley

The time has come for the contact center and customer handling environment to jettison the term, ‘deflection.’  There is an inherent prejudice in the word when used in the context of customer service, that is, it is an operational view.   The word itself comes with some psychological baggage. I hate to resort to the dictionary, but I must in this case, as it is illuminating. Deflect carries the meaning to ‘redirect from oneself blame or guilt.’ Ouch.

Sep 25, 2024 | idc.com | Mary Wardley

target audience: TECH SUPPLIER  Publication date: Sep 2024 - Document type: Market Analysis Perspective - Doc  Document number: # US52612424 Content 25 slides Get More When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.