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TECH BUYER Jan 2019 - Tech Buyer Presentation - Doc # AP44676918

IDC FutureScape: Worldwide Customer Experience 2019 Predictions — Asia/Pacific (Excluding Japan) Implications

By: Lawrence CheokSenior Research Manager, William LeeResearch Director, Jessie Danqing CaiSenior Research Manager, Chris ZhangResearch Manager, IDC Asia/Pacific Software Research Group., Jeff Yong Xun XieSenior Market Analyst

On-line Presentation

Abstract

This IDC Presentation discusses the Asia/Pacific (excluding Japan) (APEJ) regionalization of IDC FutureScape: Worldwide Customer Experience 2019 Predictions (IDC #US43484818, October 2018). This FutureScape provides the top 10 predictions and underlying drivers that we expect to impact customer experience (CX) in APEJ from 2019 and beyond. Across these predictions, the underlying themes are the use of data and artificial intelligence (AI) technologies and building toward an externally facing digital platform. In delivering CX that differentiates, expectations will continue to rise along with the continued fragmentation of channels, touch points, and devices. For technology buyers, the only sustainable approach is to develop a holistic CX vision, strategy, and architecture, an approach that is future-proof by being able to adapt to new emerging technologies, business models, and CX practices.


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