Abstract

This IDC Presentation discusses the Asia/Pacific (excluding Japan) (APEJ) regionalization of the IDC FutureScape: Worldwide Future of Customer and Consumer 2022 Predictions (IDC #US48297321, October 2021). Two years into the COVID-19 pandemic, APEJ has shifted to become a digital-first world. Customers today are more connected, consume more digital products and services, and are sharing more data because of their digital consumption. In turn, they expect organizations to make the best use of the data shared by delivering empathetic experiences. At the same time, with increasing vaccination rates and the measured opening of markets and resumption of global travel, we expect continued volatility mixed with pockets of emerging opportunities for the most resilient organizations that are prepared to exploit them. As such, APEJ organizations are investing in customer experience (CX) capabilities to better collate, analyze, and harvest customer data from an ever-expanding source of digital touch points and channels. The top 10 predictions will provide organizations some guidance in the ways we expect CX to evolve in the coming years.

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