target audience: TECH BUYER  Publication date: Nov 2023 - Document type: Tech Buyer Presentation - Doc  Document number: # AP50508823

IDC FutureScape: Worldwide Future of Customer Experience 2024 Predictions — Asia/Pacific (Excluding Japan) Implications


  • Lavanya Jindal 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 2024 Predictions (IDC #US50111423, October 2023). The era of AI everywhere, coupled with the storms of disruption (inflationary pressures and sea of digital sameness), has led to APEJ organizations and governments prioritizing reskilling and upskilling initiatives to equip themselves to harness the full potential this seminal shift brings.

However, there is still a lot more to be done for APEJ organizations to truly execute a customer-centric strategy. The top challenges faced in customer experience (CX) transformation are either organizational, technological, or people related. Implementing customer data platforms and data privacy regulations will play a pivotal role in setting the technology and data layers for value orchestration. Those who can achieve value parity will emerge as the CX disruptors. Value parity refers to focusing on both maximizing customer value but also bringing that value back into the organization.

This IDC study short-lists the 10 most urgent business and technology trends that CX executives must pay attention to and build a gameplan for, to emerge resilient against increased similar offerings from competitors, maintain a competitive edge, and not get left behind in the race to demonstrate value and get buy-in from the C-suite.


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