Thursday, May 19, 2022
Home Customer Experience News Asia Pacific Poised To Lead The World in CX Investments: Adobe Report

Asia Pacific Poised To Lead The World in CX Investments: Adobe Report

Businesses in the Asia Pacific region are “set to outstrip other global regions in customer experience in 2022”, according to a new report by Adobe.

The report, which was published prior to the ongoing war in Ukraine, cites COVID-19-induced changes to consumer mindsets and the rising share of purchases made in a digital environment as the two main drivers behind investment.

The report was published Consumers in the Asia Pacific region have reportedly undergone a “digital rewiring”, embracing the digital lifestyle and focusing on a digital and mobile-first approach to purchasing. “Companies that overcame organizational and technology silos to work cross-functionally, were able to drive meaningful customer experiences that are personalized, real-time, relevant and connected across all channels”, commented Duncan Egan, VP of Digital Experience Marketing at Adobe Asia Pacific & Japan.

APAC businesses have stepped up CX management investment more than any other region, with a reported 59% of businesses investing in digital CX and 60% looking to invest in customer data technology in the near future. This edges ahead of North America and Europe, with 57% and 53% of organizations respectively reported to be investing heavily in CX management. 

The high levels of investment in the APAC region may be driven by lacking organizational capabilities, however, with 83% of APAC business leaders stating that their business does not have the necessary skills needed to secure a future in the digital space they now are forced to occupy. Furthermore only 40% of APAC leaders saw hybrid or remote working as something to embrace, compared to the average of 70% globally. 

APAC CX investment, is it a boost that will drive the region into becoming a digital all-star, or merely a means by which to catch up to the rest of the world? We’ll see.

About the author

Emily Louise Spencer
Emily Louise Spencer is a graduate of the University of York with a master's degree in Chemistry. A published scientific author, she now works as a freelance writer and copy editor.

RELATED ARTICLES

Data And AI Is The New Customer Experience Currency

Data And AI Is The New Customer Experience Currency

48
Adapting to the accelerating pace of customer changes I do speak to a lot of marketers and CX practitioners around the globe about the fast...
Zadig&Voltaire Join Hands with Contentsquare To Boost Digital Customer Experience

Zadig&Voltaire Join Hands with Contentsquare To Boost Digital Customer Experience

52
The French Fashion House Aims to Introduce Effortless CX to Luxury Zadig&Voltaire have selected Contentsqaure to execute a customer-centric design that enhances the digital customer...

Most Popular