1、CPaaS Market Overview Melissa Fremeijer-Holtz,Research Manager Infrastructure&Communications,Europe27 October 2022Trends and Opportunities in the CPaaS Eco-System2 IDC|The Future Enterprise and its Digital-First Business ModelToday,95%of organizations are implementing a digital-first strategyBy 2027

2、,41%of an enterprises revenue will come from digital products and services.2 IDC|Source:IDC Future Enterprise Resiliency&Spending Survey-Wave 1,IDC,February,2022.n=7983 IDC|3 IDCChallenging Factors Drive Need for Digital Resiliency CEOs Must Succeed in Key Areas of the Future EnterpriseGeopolitical

3、and social economic factorsInflationary pressure and currency fluctuationsSupply chain disruptionsFractured tech ecosystemsCybersecurity intensity4 IDC|ICT Investment Priorities&Trends4 IDC|Source:IDC Future Enterprise Resiliency&Spending Survey Europe,Feb 2022(n=330)/FERS EMEA,Aug 2022(n=204),IDC C

4、EO Interim Survey 2022,Europe(n=108)Business prioritiesDriving profits(35%),customer satisfaction(32%)and operational efficiency(30%)are the top 3 business priorities for European organizations(February).In August this is customer satisfaction(34%),innovation(32%),and operational efficiencies(31%).T

5、ype of CX tech spendingIn the next year 63%uses/plans to use technology to manage customer engagement processes,62%to use technology to achieve real time decision making,61%to contextualize data as it relates to customer data management.Investment spending/appetite86%of European CEOs will increase t

6、ech spending for 2022 or maintain it at the same level as for 2021(Feb).57%of enterprises say they have invested the same in 2022 as planned(in 2021),27%say more this was more,14%say less(Aug)Type of tech spendingFebruary:46%(most)of enterprises invest to accelerate the shift to cloud,(digital)skill