IDC predicts that by 2028, consumers in Asia/Pacific (excluding Japan) will spend $32 billion via AI agents. These AI agents, which run independently on smartphones, will shop for goods and services and make considered purchases programmatically. This will drive CX executives to adjust business strategies and increasingly infuse AI in campaigns.
“Tech-driven CX enhancements have always been AP retailers’ top go-to differentiator in a highly commoditised market with indistinguishable products and services,” said Abhishek Kumar, associate research director, head of AP Enterprise Applications & CX, IDC Asia/Pacific. “A key challenge for them is to refocus IT and digital initiatives to improve operational efficiencies. Many look to AI to modernise and unify their underlying data infrastructure, breaking down existing organisational silos, moving towards a holistic experience-orchestrated (X-O) approach that creates meaningful value for all key stakeholders and not just customers.”
AI in CX
In IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions — Asia/Pacific (Excluding Japan) Implications, IDC underlines the pressing need for CX executives to pay attention to the potential of AI in CX.
Predictions from IDC reveal that by 2028, 40% of CX vendors will shift to new, outcome-based pricing models to improve the monetisation of their AI investment.
Around the same timeframe, IDC predicts a quarter of CX teams will create new, dedicated roles for the systemic governance of AI as adoption rises.
