Abstract

This IDC Survey Spotlight provides insights into how the use of customer experience (CX) digital technology is changing as Asia/Pacific (excluding Japan) (APEJ) organizations shift to digital-first strategy. Today, three quarters of Asia/Pacific organizations have adopted digital-first approaches in their digital transformation (DX). Along with this shift, organizations are also using digital technology to be more customer-centric and empathetic in delivering customer-desired outcomes. The shift calls for increased investments into digital-first CX capabilities in improving elements of customer trust such as in customer satisfaction, support, and privacy. The document contains data from wave 2 of IDC Asia/Pacific Future Enterprise Resiliency and Spending Survey, conducted in February 2022.

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