State of the Asia-pacific Customer Contact Industry-The Covid-19 Pandemic has Accelerated CX Investments

State of the Asia-pacific Customer Contact Industry-The Covid-19 Pandemic has Accelerated CX Investments

  • August 2021 •
  • 63 pages •
  • Report ID: 6151185 •
  • Format: PDF
The COVID-19 pandemic wreaked havoc in 2020 and continues to harm people, businesses, and economies.Accelerated vaccine deployment, a strong rebound of consumer demand, and faster service sector recovery can enable full GDP recovery by mid-2021 (optimistic scenario).

In case of multiple fresh outbreaks, lockdown extensions, and delayed vaccine administration, full recovery will be postponed beyond 2021 (pessimistic scenario).Owing to the ongoing healthcare crisis, some sectors (travel and hospitality, manufacturing, retail, and transportation) are finding it difficult to deliver an excellent customer experience (CX).

The objective of this study is to measure the current use of and the future decision-making behavior of businesses pertaining to information technology (IT), especially in terms of contact center solutions across various industries, business sizes, and regions.Specifically, the study provides data about adoption drivers and restraints, deployment plans, perceived benefits and concerns, and allocated budgets pertaining to technologies and tools related to contact center/CX management.

The key Asia-Pacific countries covered as part of this research are Australia, China, India, Japan, and Singapore.