Asia/Pacific: Future of Customer Experience service provides thought leadership, data, and guidance on key challenges that technology providers and brands are facing when it comes to the dynamic engagement and interaction paradigm between brands and customers taking place through a lens of technology. This program aims to explore how digital technologies are changing the base nature of the interaction, the role customer data in motion within the enterprise and across the ecosystem plays in defining the experience, and how brands must evolve in their business models, business processes, and the channels they use to maintain parity with their customers.
In today's digital-first world, customers have made the experience they receive from a brand a crucial aspect of any engagement or customer journey. To thrive in today's marketplace, brands will be competing for customers and their loyalty based on the strength of their empathetic relationships. To this end, they must become what IDC terms empathetic enterprises and deliver empathy at scale — developing deep relationships with customers at scale by understanding any situation from their point of view and acting accordingly.