Mary Wardley

Mary Wardley is a Program Vice President in IDC’s Customer Experience group of services where she leads the Customer Care and CRM service. Mary currently researches the fields of customer service and contact center applications. As part of the Customer Experience practice Ms. Wardley's research views the customer interaction environment from both the perspective of the ultimate customer experience and the enterprise applications architecture and services that supports it. Focusing on the technologies of the 3rd platform such as AI, IoT, conversational intelligence, and cloud.

In conjunction with research services Ms. Wardley also contributes to primary technology research projects with software and services providers. The result of this work has appeared in the form of white papers and case studies, and has been used for product positioning and planning. Ms. Wardley is frequently asked to speak at domestic and international industry events such as trade, vendor, user, and development groups, on topics ranging from global market trends such as customer experience to specific market segments such as contact center-as-a-service.