target audience: TECH BUYER  Publication date: Jan 2023 - Document type: Tech Buyer Presentation - Doc  Document number: # AP48493122

IDC FutureScape: Worldwide Future of Customer Experience 2023 Predictions — Asia/Pacific (Excluding Japan) Implications


  • Lawrence Cheok Loading
  • Daniel-Zoe Jimenez Loading


  • 38 slides

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This IDC Presentation discusses the Asia/Pacific (excluding Japan) (APEJ) regionalization of the IDC FutureScape: Worldwide Future of Customer Experience 2023 Predictions (IDC #US48543222, October 2022). Just as Asia/Pacific was shaking off the shackles of the COVID-19 pandemic, storm clouds of disruption are gathering with issues, such as inflation, talent shortage, and geopolitical tension, looming in 2023. Against these forces, organizations are reallocating budgets from aggressive customer acquisitions toward protecting the existing customer base. Our research shows that organizations are shifting customer experience (CX) priorities beyond transactional customer acquisition to relationship-based experiences. During economic downturns, customer-centric business resilience means organizations must anchor business outcomes on delivering customer value and desired outcomes. To this end, CX executives must continue to scale CX investments with capabilities, such as a strong foundation of customer data, artificial intelligence (AI), machine learning (ML), and zero-trust architectures to weather the forthcoming storms and be able to accelerate recovery for the midterm. This IDC study shortlists the 10 most urgent business and technology issues that CX executives must address to be more resilient with their customers, increase differentiation in times of uncertainty, and set the CX foundation needed to thrive in the digital-first era.


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