TECH SUPPLIER May 2022 - IDC Survey - Doc # AP47382422

IDC Survey: Engendering Customer Resilience and Trust Through a Digital-First Customer Experience


Lawrence Cheok
Daniel-Zoe Jimenez
On-line Presentation


The past two years of the COVID-19 pandemic has prompted acceleration digitalization. In 2022 and beyond, Asia/Pacific (excluding Japan) (APEJ) organizations are entering a new digital-first era. Amidst geopolitical tension, supply-chain disruption, and raising inflation, organizations are increasing technology investment to build critical digital capabilities that are needed to navigate a new world of increased volatility and uncertainty.

As organizations strive to become digital businesses, customer experience (CX) professionals must also reinvent CX to be digital first. This IDC Survey, which is based on IDC's 2022 Worldwide Future of Customer Experience Survey, provides insights into APEJ organizations' CX priorities, challenges, buying behavior, and technology investments. The study's findings are designed to help CX professionals know the ways to meet changing CX requirements as organizations turn digital first in becoming digital organizations.


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