target audience: TECH BUYER Publication date: Sep 2023 - Document type: IDC Perspective - Doc Document number: # AP51033023
Emerging Customer Experience Trends and Initiatives Among Organizations in Asia/Pacific (Excluding Japan and China) 2023
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Abstract
This IDC Perspective highlights the recent trends in organization investment in customer experience (CX) initiatives in the Asia/Pacific (excluding Japan and China) (APEJC) region. Recent advancements in transformative technologies have enabled organizations in the region to further enhance their CX initiatives to gain competitive advantage and achieve organizational goals.
"To effectively compete and participate in the digital business era, organizations in the region realize that CX is a critical focus area. This is evidenced by the increased investment in and prioritization of CX initiatives as part of their business strategy. Most importantly, these new initiatives and investments in data-driven approaches, alongside emerging technologies such as generative AI, promote enhanced value exchange between customers and businesses, facilitating smoother customer journeys, " says James Sivalingam, senior program manager, Digital Customer Experience Services Research, IDC Asia/Pacific.