Asia/Pacific Experience-Orchestrated Business and Technologies

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Meet the Experts

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Abhishek Kumar

Associate Research Director

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Daniel-Zoe Jimenez

Vice President, Digital Innovation, CX & Software, DNB/Start-ups, SMBs, Consumer and Channels Research



IDC's Asia/Pacific Experience-Orchestrated Business and Technologies provides thought leadership, insights, and guidance on the key challenges that technology providers and organizations are facing when it comes to the differentiating themselves amid rising digital adoption. Explore how digital businesses can orchestrate a meaningful value exchange between internal and external stakeholders by creating a collaborative environment for their business and technology teams to create a holistic approach to value and business growth. Get insights into how IT and business leaders can build the needed data and insights foundation and establish greater maturity across the pillars of intelligence, connections, actions, culture, workstreams, and journeys toward becoming an experience-orchestrated (X-O) business.


Markets and Subjects Analyzed


  • Impact of new and emerging trends (e.g., generative AI) on CX market segments (CRM, customer data platforms [CDPs], contact center, service, marketing, etc.)
  • Opportunities and threats for technology buyers and vendors — driven by emerging sales, marketing, and commerce trends
  • Customer digitalization — how, why, and when customers and consumers adopt technologies in a transformative way
  • Taxonomy and use cases for X-O technologies
  • Applying the X-O framework to demonstrate the revenue and profit impact of traditionally viewed cost centers such as security and back-office operations

Core Research


  • Data-Driven, Intelligent, and Context-Aware Customer Experiences
  • APJ CMO Barometer
  • How Marketers Can Leverage the Next Era of X-O Applications
  • Generative AI Use Case Taxonomy for Service and Marketing Functions
  • The Value of an Experience-Orchestrated Business
  • C2G CRM Marketing Campaign Management Market Share
  • Leveraging AI to Enhance X-O in ESG Measurement
  • IDC FutureScape: Worldwide Future of Customer Experience Predictions — APEJ Implications

In addition to the insight provided in this service, IDC may conduct research on specific topics or emerging market segments via research offerings that require additional IDC funding and client investment.


Key Questions Answered


  1. How can I maximize the value my business brings to its stakeholders using the X-O framework?
  2. How is digitalization driving change to customer expectations, preferences, and buying behavior?
  3. What is the value from transforming into an experience-orchestrated business? What is needed to get there?
  4. How can vendors close the mindshare-market share gap?
  5. How mature are Asia/Pacific organizations in their X-O journeys? Which organizations can compete on the experiences they deliver?
  6. Which technology priorities do they have, and what challenges are they facing? What investments are they looking at to close these gaps?
  7. What are CMOs struggling with today? What are the opportunities for vendors to help them?
  8. What are the new and emerging technologies that enable organizations to enhance the value for each stakeholder involved in the experience ecosystem?

Companies Covered