IDC Highlights the Rise of AI-Driven Shopping Experiences in Asia/Pacific as Consumers Embrace Superagents for Seamless Retail by 2028
SINGAPORE, 24 January 2025 – In the report, IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions — Asia/Pacific (Excluding Japan) Implications, IDC stresses the integral role of AI to provide highly personalized experiences for customers to help the region’s businesses differentiate themselves from competitors. This is highlighted in the prediction that by 2028, consumers will spend $32 billion via AI agents that run independently on their smartphones to programmatically shop for goods, services, and considered purchases. CX executives will adjust their business strategies based on such initiatives and seek to incorporate a more AI-infused approach in their campaigns.
“Tech-driven CX enhancements have always been AP retailers’ top go-to differentiator in a highly commoditized market with indistinguishable products and services,” said Abhishek Kumar, associate research director, head of AP Enterprise Applications & CX, IDC Asia/Pacific. “A key challenge for them is to refocus IT and digital initiatives to improve operational efficiencies. Many look to AI to modernize and unify their underlying data infrastructure, breaking down existing organizational silos, moving towards a holistic experience-orchestrated (X-O) approach that creates meaningful value for all key stakeholders and not just customers.”
This AI pivot for CX means truly integrating AI into every aspect of business operations to drive growth and stay competitive. Below are some of the most urgent business and technology trends that CX executives must pay attention to in tapping the huge potential of AI in CX.
CX Pricing Refactoring: IDC predicts by 2028, 40% of CX vendors will shift to new, outcome-based, pricing models making the value exchange for their clients more transparent and improving the monetization of their AI investment.
AI Governance Shift: IDC predicts, as AI implementations scale, human-in-the-loop approaches will be eliminated, resulting in 25% of CX teams creating new, dedicated roles for the systemic governance of AI by 2028.
Customer-Centric Revenue Models: IDC predicts that seeing value in referral growth and in controlling costs, by 2028, 30% of A2000 companies will have restructured and aligned their customer-facing teams under a CRO to optimize CX outcomes.
Autonomous Proactive Self-Service: IDC predicts by 2030, 20% of B2C A2000 companies will enable real-time IoT-product data to notify customers of future failures, issue resolution recommendations, and help customers self-solve proactively.
Each year, IDC releases its top technology predictions at worldwide, regional and country levels through its IDC FutureScape Reports and gives a crystal ball view of what is ahead for the rapidly changing IT industry. These predictions have been used to shape the strategies and business objectives of technology leaders and business executives in the next 1-5 years. All the predictions stated here cover Asia/Pacific implications.
Catch an on-demand replay of IDC’s 2025 Predictions presentations on AI Everywhere Playbook, Building an AI-Fueled Business, Unblocking AI Everywhere Blockers, and Mapping Growth Opportunities in an AI Everywhere Era by register ing here .
Asia/Pacific Excluding Japan FutureScape Reports come with a complimentary report that provides specific recommendations for tech vendor sales and marketing leaders. Leverage IDC insights to better understand clients’ priorities and enhance your storytelling and go-to market plans, access the IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions ― Asia/Pacific (Excluding Japan) Implications Positioning for Success ― Opportunities for Tech Sales and Marketing Leaders market presentation here .
For more information about IDC FutureScape and other resources, please visit our regional FutureScape site. For sales inquiries on the IDC FutureScape framework and reports, please contact your IDC account manager or Tessa Rago at trago@idc.com. For media queries, please contact Michael de la Cruz at mdelacruz@idc.com or Miguel Carreon mcarreon@idc.com.
*Asia/Pacific excluding Japan
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About IDC FutureScapes
IDC FutureScape reports are used to shape IT strategy and planning for the enterprise by providing a basic framework for evaluating IT initiatives in terms of their value to business strategy now and in the foreseeable future. IDC’s FutureScapes are comprised of a set of decision imperatives designed to identify a range of pending issues that CIOs and senior technology professionals will confront within a typical five-year business planning cycle.
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About IDC
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,300 analysts worldwide, IDC offers global, regional, and local expertise on technology, IT benchmarking and sourcing, and industry opportunities and trends in over 110 countries. IDC’s analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly owned subsidiary of International Data Group (IDG), the world’s leading tech media, data, and marketing services company. To learn more about IDC, please visit idc.com/ap. Follow IDC on Twitter at @IDC and LinkedIn. Subscribe to the IDC Blog for industry news and insights.
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