IBM is a Leader in the worldwide 2020 IDC MarketScape for Customer Experience (CX) Improvement Services.

In IDC's recent evaluation of 13 CX service vendors, it found IBM "a good fit for organizations looking for a partner to drive both technology and business change — particularly where this involves enterprise-grade product or service design and software development".

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Source: "IDC MarketScape: Worldwide Customer Experience Improvement Services 2020 Vendor Assessment", By: Douglas Hayward, September 2020, IDC # US45658220

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the icons.