Most organisations across Asia-Pacific are set to redouble their investment in digital amid unrelenting change, but not all are equally prepared for what lies ahead.

2022 Digital Trends: APAC in focus

2022 Digital Trends: APAC in focus

APAC set to lead global customer experience investment in 2022.

Our study reveals most APAC businesses will increase spending on customer experience management and customer data technology, outpacing the global average. However, many organisations must overcome outdated mindsets and practices to unlock the full benefits.

Customer insights: The need for speed

Customer insights: The need for speed

While more than 75% of businesses experienced a surge in new customers through digital channels and reported new and changing customer journeys, the majority question their agility in responding to this trend.

1 in 3

practitioners confident in ability to swiftly capture and capitalise on customer insights

1 in 3

practitioners confident in ability to swiftly capture and capitalise on customer insights

Building a talented workforce with a flexible workplace

Building a talented workforce with a flexible workplace

After two years of global disruption, only 40% of APAC businesses will make remote work permanent, and just 25% expect an increase in hybrid work. This could constrain global talent access and requisite skills for success in the digital economy.

83%

of APAC executives concerned about skills shortages and digital tops the list

83%

of practitioners score collaboration between marketing and IT at 8 or higher out of 10.

Data capabilities advance, but cloud hesitancy remains

Data capabilities advance, but cloud hesitancy remains

Most APAC businesses are confident in meeting customers need for data control and using first-party data to deliver personalised experiences. However, perceived regulatory concerns may be holding many back from realising the benefits of cloud-based solutions.

60%

of practitioners effective in providing customers with data control and personalised experiences

60%

of practitioners effective in providing customers with data control and personalised experiences

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Uncover the trends driving customer experience in 2022— and how you can stay one step ahead.