In today's technology-driven world, customers and consumers have made the experience they receive from a brand a crucial aspect of any engagement or customer journey. Rapidly changing customer expectations, and the new set of requirements brought about by millennials about the experiences they want, the way in which they want to engage with businesses, and with whom they want to do business, require organizations to rethink customer engagement. 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 a situation from their point of view and acting accordingly.
Asia/Pacific: Future of Customer Experience service looks at how technology is playing a key role in customer experience and the digital transformation of that experience. Organizations should leverage technologies such as AI, connected devices, ubiquitous services, and an underlying foundation of trust to understand customers' needs and address them dynamically. This service analyzes the necessary changes required across business and IT functions providing actionable recommendations on how to thrive in a digital-first world.