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 However, many organisations must overcome outdated mindsets and practices to unlock the full benefits.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
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
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
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
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