Customer Experience Spending in Asia Pacific to Reach $33.4 bn: IDC

Customer experience (CX) services spending in Asia Pacific (excluding Japan and China) region will reach $43.8 million with CAGR of 6.9 percent in 2027, according to a report.
IT network security issuesAustralia and New Zealand (ANZ) and Southeast Asia are two of the subregions that are expected to contribute the most to the total market. Spending for customer experience services in Asia Pacific will reach $33.4 million, according to the recent IDC report, Asia/Pacific (Excluding Japan and China) Customer Experience Services Forecast, 2022–2027.

Main software vendors in the Customer Experience Management market are: Adobe, Microsoft, Salesforce, Oracle, SAP, among others, according to a report from research firm GlobalData.

IDC said despite the volatile market conditions, organizations in the region will continue to drive their CX services to engage with their customers. In this highly competitive market, organizations understand the urgency of finding better and different ways to identify, understand, attract, and engage with their current and potential customers.

“In the dynamic landscape of Asia Pacific, businesses recognize that delivering exceptional CX is the key to unlocking growth and loyalty. Companies turn to trusted partners for invaluable guidance because navigating this diverse region requires local insights and global expertise,” says James Sivalingam, Senior Program Manager, IDC Asia Pacific.

Rapid digitalization driven by today’s digital-first era has created different and multiple touch points in how customers engage and interact with businesses. By leveraging the latest technology, organizations can mine large amounts of data that can be used to better understand how the market is changing.

“Businesses know the importance of data and how it has become a precious commodity nowadays. By leveraging existing data, it allows organizations to customize and personalize offerings as well as anticipate and predict customer needs. However, many organizations still need to address data decentralization to maximize the potential of their data,” says Stallone Hangewa, Research Manager, IDC Asia Pacific.

This Asia Pacific CX services market forecast represents spending forecast from 2022 to 2027 for eight segments which are strategy, marketing and design transformation, experience design and build, spatial design, marketing and advertising services, media services, sales and channel support services, and experience platform management.